The Securities and Exchange Commission of Pakistan (SECP) has unveiled the results of its inaugural Stakeholder Perception and Feedback Survey, highlighting both strong trust in the regulator and areas requiring improved service delivery. The survey, conducted independently by Gallup Pakistan, assessed stakeholder perceptions across multiple sectors, including Corporate Registries, Capital Markets, Insurance, and Non-Banking Financial Companies.
According to SECP, the survey results indicate consistent confidence in the regulator’s fairness and integrity. Integrity scores ranged from 3.1 to 3.6 on a five-point scale, significantly higher than typical ratings for public sector organizations in Pakistan, where trust levels are generally lower. These findings reflect the regulator’s commitment to transparency, governance, and equitable treatment of stakeholders.
Despite high trust levels, the survey identified clear areas for operational improvement. Stakeholders expressed concerns over delays in query turnaround times, unclear regulatory guidance in certain areas, and slow responsiveness from support channels, particularly within the Corporate Registry. These observations suggest a need for SECP to enhance user experience and ensure timely communication with businesses and financial institutions.
In response to the survey, SECP Chairperson Akif Saeed acknowledged the trust shown by stakeholders while emphasizing the importance of operational efficiency. He stated that the regulator is committed to building a more agile and business-friendly environment, balancing integrity with responsiveness. “While we are encouraged by the confidence our stakeholders place in us, we recognize the need to improve our service delivery, reduce delays, and make our processes more transparent,” Saeed said.
To address these issues, SECP plans to develop plain-language guidance materials for public use, including text-based documents and video tutorials. These resources aim to simplify complex regulations and make compliance easier for companies and individuals alike. Additionally, the regulator will conduct a detailed review of complaint-handling timelines and call center performance to streamline support services and ensure faster resolution of queries.
SECP further highlighted that the stakeholder survey will be conducted periodically to monitor progress and ensure continuous improvement. By repeating this exercise, the commission aims to measure the impact of its initiatives, identify emerging challenges, and maintain a high level of stakeholder satisfaction over time.
The survey underscores a key challenge for regulators in Pakistan: maintaining public trust while modernizing operational systems to meet the expectations of a rapidly evolving business environment. SECP’s commitment to improving service delivery, backed by actionable steps such as plain-language guidance and enhanced call center efficiency, signals a proactive approach to creating a more responsive and transparent regulatory framework.
Overall, the SECP survey reflects a balance between credibility and continuous improvement, demonstrating that stakeholder trust can be leveraged to drive meaningful changes in regulatory practices, ensuring both confidence and efficiency in Pakistan’s financial and corporate sectors.
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