Payment Behaviour Research Survey (Whatsapp & Finance)

We are conducting research to understand how people in the UK currently make and manage payments when bank details are shared through messaging apps such as WhatsApp. In particular, we are interested in:

- how often this happens

- what the process is like today

- any difficulties or frustrations people experience

- how payments are currently completed

This research is for product development purposes and may help inform future financial tools designed to simplify payments and reduce manual bank entry errors and other frictions

The survey takes 2–3 minutes to complete. All responses are anonymous and used for research only.

Takes 2 to 3 minutes. Your answers directly shape what we build.

Q1: Do you use WhatsApp regularly?

Yes

Q2Which of the following best describes you?

I am someone who pays other people for services, favours, or contributions using bank transfer

I am a freelancer or sole trader who gets paid by clients via bank transfer

I am a small business owner who pays suppliers or staff via bank transfer

None of the above — thank you, this survey ends here

Q3: How many bank accounts do you have

Just one

Two

Three or more

Q4: How often do you receive bank details (sort code, account number, ) through WhatsApp or similar messaging apps?

Q4:Who are you typically paying in these situations?

A cleaner, childminder, or someone who helps around the home

A hairdresser, barber, beauty therapist, or nail technician

A builder, plumber, electrician, or other tradesperson

A personal trainer, tutor, or fitness coach

A photographer, videographer, or creative professional

A friend or family member for a favour, service, or contribution

A community savings group

A supplier or contractor for my own business

Q5 Have you ever made a mistake typing someone’s bank details manually — such as getting a digit wrong in the sort code or account number? Or have you delayed or forgotten to pay someone because switching between WhatsApp and your banking app felt like too much effort at that moment?

Q5 Have you ever made a mistake typing someone’s bank details manually — such as getting a digit wrong in the sort code or account number? Or have you delayed or forgotten to pay someone because switching between WhatsApp and your banking app felt like too much effort at that moment?

Yes, I have made a typing mistake

Yes, I have delayed or forgotten a payment because of the inconvenience

Yes, both have happened to me

No, but I find the process stressful and I worry about making mistakes

No, I have not experienced either of these

Q6 How long does it usually take you to complete a bank transfer after receiving payment details via WhatsApp?

Less than 1 minute

1–3 minutes

3–5 minutes

More than 5 minutes

I usually delay it

Q7 What do you usually do after receiving bank details on WhatsApp?

Open banking app and type details manually

Copy/paste details into banking app

Save details and pay later

Ask for details again

I often forget or delay payment

Q8. How useful would it be to have a personal finance assistant in WhatsApp that connects all your bank accounts and credit cards and tells you things like which debt to pay first, whether you have a cash flow problem coming, and how your spending compares to previous months?

Q8.  How useful would it be to have a personal finance assistant in WhatsApp that connects all your bank accounts and credit cards and tells you things like which debt to pay first, whether you have a cash flow problem coming, and how your spending compares to previous months?

Very useful — I would find this genuinely valuable

Useful — I would use it from time to time

Somewhat useful

Not very useful for me

Not useful at all

Q9:FOR FREELANCERS AND SOLE TRADERS ONLY: Q11. After sharing your bank details with a client on WhatsApp, do you regularly have to chase them for payment? And do you think the inconvenience of typing your details manually into their banking app is one of the reasons they delay?

Q9:FOR FREELANCERS AND SOLE TRADERS ONLY: Q11.  After sharing your bank details with a client on WhatsApp, do you regularly have to chase them for payment? And do you think the inconvenience of typing your details manually into their banking app is one of the reasons they delay?

Yes — I chase most clients and I believe this is a big reason why they delay

Yes — I chase some clients and I think it plays a role

Sometimes — I am not sure if this is the reason

No — clients generally pay me quickly

This does not apply to me

Payment Behaviour Research Survey (Whatsapp & Finance)

Q1: Do you use WhatsApp regularly?

Q2Which of the following best describes you?

Q3: How many bank accounts do you have

Q4: How often do you receive bank details (sort code, account number, ) through WhatsApp or similar messaging apps?

Q4:Who are you typically paying in these situations?

Q5 Have you ever made a mistake typing someone’s bank details manually — such as getting a digit wrong in the sort code or account number? Or have you delayed or forgotten to pay someone because switching between WhatsApp and your banking app felt like too much effort at that moment?

Q6 How long does it usually take you to complete a bank transfer after receiving payment details via WhatsApp?

Q7 What do you usually do after receiving bank details on WhatsApp?

Q8. How useful would it be to have a personal finance assistant in WhatsApp that connects all your bank accounts and credit cards and tells you things like which debt to pay first, whether you have a cash flow problem coming, and how your spending compares to previous months?

Q9:FOR FREELANCERS AND SOLE TRADERS ONLY: Q11. After sharing your bank details with a client on WhatsApp, do you regularly have to chase them for payment? And do you think the inconvenience of typing your details manually into their banking app is one of the reasons they delay?

Q12. In your own words, what is the most frustrating thing about paying someone whose bank details were sent to you on WhatsApp?

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