Mobile Payments in Kenya: Findings from a Survey of M-PESA Users and Agents

This report summarizes the findings of field research by Central Bank of Kenya, Financial Sector Deepening, Kenya and CGAP on users' and agents' experiences with M-PESA in Kenya and Safaricom’s M-PESA user data. It presents key findings from household and agent surveys. The household survey focused on M-PESA users, patterns of use, sending and receiving money through M-PESA, losses and delays experienced with M-PESA, experiences with M-PESA agents and customer care, among other things.