Cash Still Rules Zimbabwe Despite Boom In Digital Payments, New Survey Finds
Digital payments are gaining ground in Zimbabwe, but cash continues to dominate daily transactions, particularly in transport and informal sectors, according to new research presented at the Zimswitch Payments Conference in Victoria Falls.
The study by Topline Research Solutions shows that while more Zimbabweans are shopping online and using mobile money platforms, barriers such as complexity, accessibility concerns and reliability issues are slowing the country’s transition to a fully digital economy.
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E-commerce adoption records major growth
Presenting the findings, Topline Research Solutions chief executive Patson Gasura said Zimbabwe has witnessed a sharp increase in the use of online commerce, with adoption rising from 17 percent to 50 percent.
Confidence in digital payment platforms was also found to be relatively strong, with 72 percent of respondents expressing trust in the systems. However, the survey suggests that confidence alone has not been enough to displace cash.
Gasura said physical money remains deeply embedded in everyday transactions despite the growing availability of digital alternatives.
Cash still dominates key sectors
According to the research, transport is overwhelmingly cash-based, with 95 percent of respondents still paying in cash. Domestic workers are also largely paid using physical currency, highlighting areas where digital payments have struggled to gain traction.
The survey revealed that although many Zimbabweans own digital payment accounts, usage levels remain much lower than expected.
Mobile money emerged as the country’s most widely used digital platform, with adoption standing at 52 percent. In addition, nine out of every 10 consumers surveyed said they held more than one mobile money account.
Despite this, card usage remains low, with a significant gap between the number of cards issued and the number actively being used.
Digital literacy and accessibility remain challenges
The study found that more than half of respondents viewed digital payment systems as complicated. Accessibility was identified as a major concern, particularly for people with disabilities who face difficulties using infrastructure that is not designed with inclusivity in mind.
Researchers also noted contradictions in cybersecurity behaviour. While most respondents understood the importance of protecting passwords, far fewer avoided using digital services in public places, exposing themselves to potential risks.
Reliability and dispute resolution identified as priorities
Fifteen percent of respondents said they had experienced fraud-related incidents, although researchers noted that many consumers classified failed expectations or poor service delivery as fraud.
Gasura said the industry should focus on improving system reliability, strengthening cash-out infrastructure for mobile money, increasing merchant acceptance and creating formal channels for resolving customer disputes.
He said the recommendations developed from the survey were based on direct feedback from consumers and should guide future improvements in the payments sector.
AI adoption could shape the future
The research also pointed to future opportunities for innovation, with nearly one-third of respondents indicating they would be willing to use artificial intelligence-powered services.
The findings suggest Zimbabwe’s digital payments ecosystem is expanding rapidly, but widespread adoption will depend on making systems simpler, more reliable and accessible while addressing the country’s enduring reliance on cash.
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