Consultancy Services for Voice of Customer Survey for Pakistan Banking Sector

State Bank of Pakistan (SBP) invites Expressions of Interest (EOI) from eligible consulting firms for conducting a comprehensive Voice of Customer (VoC) survey for the Pakistan banking sector under ADB project 54424-001 PAK (Loan 0933-PAK(SF)). The assignment aims to gather actionable insights from banking customers to improve service delivery and regulatory effectiveness. The selected consultant will be responsible for designing and executing the VoC survey, analyzing data, and presenting findings to SBP and stakeholders. Items being procured: - Consultancy services for design, execution, and analysis of a Voice of Customer (VoC) survey for the Pakistan banking sector The technical scope includes survey methodology development, questionnaire design, sampling, fieldwork, data analysis, and reporting. The consultant must demonstrate experience in large-scale customer surveys, preferably in the financial sector, and familiarity with international best practices. Firms must be registered with FBR and appear on the Active Taxpayers List (ATL). Interested parties should submit their EOIs online via the ADB CMS portal by 7 October 2026, 11:00 AM Pakistan Standard Time. Detailed Terms of Reference (TORs) are available at www.sbp.org.pk and the ADB REOI link. EOIs must be submitted electronically; hard copies are not accepted. A practical tip: Ensure your firm's profile on the ADB CMS portal is up to date and all supporting documents are uploaded well before the deadline to avoid last-minute technical issues. For further information, contact the General Services Department, State Bank of Pakistan, Karachi.