Engagement of a Consulting Firm to Conduct a Nationwide Baseline Gender-Focused Voice of Customer Survey for the Banking Industry in Pakistan

The State Bank of Pakistan (SBP) invites Expressions of Interest (EOI) from reputable consulting firms to conduct a nationwide baseline Gender-Focused Voice of Customer (VoC) survey for the banking industry in Pakistan. This assignment is part of the Women Inclusive Finance Sector Development Program (Subprogram 1) funded by the Asian Development Bank. The survey aims to capture women's access, experiences, satisfaction, and treatment within the banking sector, focusing on underserved and marginalized populations including rural women across all four provinces. Items being procured: - Nationwide baseline Gender-Focused Voice of Customer Survey - Development of gender-sensitive survey tools and guidance framework - Stakeholder consultations and pilot testing - Enumerator recruitment and training - Field data collection using face-to-face, telephonic, or mixed methods - Data tabulation, analysis, and interpretation - Submission of primary datasets including raw and electronic data - Policy-oriented recommendations and final presentation The scope includes designing a comprehensive survey instrument covering satisfaction, service quality, consumer protection, barriers to access, financial inclusion, digital financial services adoption, trust, financial literacy, and more. The survey will be conducted with a minimum sample size of 2,500 respondents, ensuring nationwide coverage with at least 40% rural respondents. The consulting firm must apply internationally recognized best practices including pilot testing, quality assurance, and use of digital data collection tools with real-time monitoring. Eligibility criteria include registration in an ADB member country, compliance with anti-corruption and integrity policies, and relevant experience in large-scale Voice of Customer or social research surveys, preferably in financial services. The evaluation will consider technical competence, management capability, key experts' qualifications, and geographical experience. Key dates: EOIs must be submitted online through ADB's Consultant Management System by 1100 Hours PST on 26-October-2026. Interested firms should register and submit their EOIs via https://selfservice.adb.org/OA_HTML/AppsLogin. Further information and Terms of Reference are available at https://www.sbp.org.pk/ and https://cms.adb.org. A practical tip for bidders: Ensure your firm's CMS registration is up to date before submitting the EOI and provide detailed, tailored information demonstrating your firm's specific experience and approach to gender-focused consumer research to enhance your evaluation score.