Ukrainians are increasingly switching to digital payments and expect new technological solutions from banks, including voice transactions and AI agents. This is evidenced by the results of the annual MasterIndex study by Mastercard.
Ukrainians are increasingly switching to digital payments and expect new technological solutions from banks, including voice transactions and AI agents. This is evidenced by the results of the annual MasterIndex study by Mastercard.
According to the study, 90% of Ukrainians use online banking, with 79% preferring mobile applications.
In physical stores, 72% of respondents pay cashless, and 60% pay with a smartphone or other NFC devices.
9 out of 10 respondents purchased goods online during the year. The share of cash on delivery payments fell to 29% (versus 43% in 2023).
One in four has paid subscriptions (video, cloud, AI, music), and almost half of them track these expenses directly in the banking app.
Ukrainians expect digital financial services to continue to become more technologically advanced.
48% want to receive electronic receipts in the app instead of paper ones.
16% want to confirm payments with new biometrics (scanning the cornea of the eye, voice, smile or gesture).
16% expect the emergence of a smart AI chatbot for banking transactions, and 14% expect voice control.
Almost one in ten is ready to entrust calculations to AI agents, and among young people of Generation Z (18–25 years old), there are twice as many such people as among millennials.
