Thank you for agreeing to take part in our survey.
This study is completely anonymous and the results will be used to improve customer experiences with banks. All data collection and processing by the researchers are in accordance with the Data Protection Act 1998.
You will be presented with a set of scenarios related to banking. Please answer from your own perspective. All answers will be kept confidential.
Please read all instructions carefully. We will be checking all of your answers for consistency, and may reject your payment if you provide inconsistent answers.
There are 44 questions in this survey
Please write your answer here:
Please choose only one of the following:
Please choose only one of the following:
Please choose only one of the following:
Please choose only one of the following:
Please choose only one of the following:
Please write your answer here:
Please write your answer here:
How frequently do you use any of your payment cards?
*Please choose only one of the following:
Please choose only one of the following:
Please choose only one of the following:
Only answer this question if the following conditions are met:
Answer was 'Yes' at question
'14 [demoExperiencedFraud]' (Have you ever experienced fradulent
transactions or incidents on any of your payment cards or bank
accounts?)
Only answer this question if the following conditions are met:
Answer was 'Yes' at question
'14 [demoExperiencedFraud]' (Have you ever experienced fradulent
transactions or incidents on any of your payment cards or bank
accounts?)
Please write your answer here:
Please read the following scenario carefully.
Miss K travels to work on the Tube. When leaving the Tube at the destination station, Miss K notices that her purse is missing. There is a police office in the Tube station, where she reports her purse as stolen. When she gets to work, she phones her bank to cancel her debit card. But by this time several large large cash withdrawals have been made using her debit card.
Now please answer the following questions.
Please choose only one of the following:
Please write your answer here:
Please read the following scenario carefully:
Mr L received a phone call from his bank. The person he spoke to said there had been some “suspicious activity” on his account – and asked him if he had made certain purchases. When Mr L said he hadn’t, the person on the phone said that he should call a different department at the bank straight away to sort the problem.
Mr L called the number on the back of his debit card. The person he spoke to asked him some security questions and then confirmed that suspicious activity had taken place. They said that Mr L should immediately transfer all the money from his account to a different account – and he gave him the details of that account over the phone. Mr L transferred the money straight away.
When Mr L told his partner what had happened, she was worried. She suggested he call his bank to check he'd done the right thing. It turned out that Mr L had been the victim of a scam. The fraudster had put a technical fix in place so that when Mr L ended the first call and rang the number for his bank, he’d actually just reconnected with the fraudster.
Please answer the following questions.
Please choose only one of the following:
Please write your answer here:
Please choose only one of the following:
Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )
Please write your answer here:
Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )
Please write your answer here:
Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )
Please write your answer here:
Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )
Please choose only one of the following:
Only answer this question if the following conditions are met:
Answer was 'Yes' at question '21 [toolHeard]' (Have you ever used "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com"? )
Please write your answer here:
Please read the following extract from one bank's Terms and Conditions. On the next page you will be asked some questions regarding these Terms and Conditions.
9. Important Security Information
9.1. You must take all reasonable precautions to keep
safe and prevent fraudulent use of any cards, security devices (such as
the Secure Key) and security details (including PINs, security numbers,
passwords or other details including those which allow you to use ASB
and QRS).
These precautions include but are not limited to all of the following, as applicable:
General
Cards and Card PINs
Online Banking:
Telephone Banking (QRS)
27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be
responsible for any unauthorised transactions that you tell us about
(if, on reasonable grounds, we suspect fraud or that you have been
grossly negligent, we will investigate the transaction). Where we are
responsible, we will immediately refund the amount of the unauthorised
transaction and any resulting overdraft interest and charges (including
Informal Overdraft Usage Fees). We will have no further liability to
you. If we later become aware of evidence that shows we are not
responsible for the transaction, we will recover an amount equal to the
refund from your account.
27.5.2. You will be responsible for all losses if you
act fraudulently or if you allowed another person to use your card,
security details (including PINs, security numbers, passwords or other
details which allow you to use Online Banking and Telephone Banking
Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:
Please choose only one of the following:
Please write your answer here:
Please choose only one of the following:
Please choose only one of the following:
Please write your answer here:
Please write your answer here:
Please write your answer here:
Please write your answer here:
Just for your reference, here are the terms and conditions again:
9. Important Security Information
9.1. You must take all reasonable precautions to keep
safe and prevent fraudulent use of any cards, security devices (such as
the Secure Key) and security details (including PINs, security numbers,
passwords or other details including those which allow you to use ASB
and QRS).
These precautions include but are not limited to all of the following, as applicable:
General
Cards and Card PINs
Online Banking:
Telephone Banking (QRS)
27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be
responsible for any unauthorised transactions that you tell us about
(if, on reasonable grounds, we suspect fraud or that you have been
grossly negligent, we will investigate the transaction). Where we are
responsible, we will immediately refund the amount of the unauthorised
transaction and any resulting overdraft interest and charges (including
Informal Overdraft Usage Fees). We will have no further liability to
you. If we later become aware of evidence that shows we are not
responsible for the transaction, we will recover an amount equal to the
refund from your account.
27.5.2. You will be responsible for all losses if you
act fraudulently or if you allowed another person to use your card,
security details (including PINs, security numbers, passwords or other
details which allow you to use Online Banking and Telephone Banking
Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:
In light of these Terms and Conditions, please reconsider the scenario:
Miss K travels to work on the Tube. When leaving the Tube at the destination station, Miss K notices that her purse is missing. In the Tube station is a police office, where she reports her purse as stolen. When she gets to work, she phones her bank to cancel her debit card. But by this time the thief has made several large cash withdrawals using her pin and debit card.
Please choose only one of the following:
Please write your answer here:
Please choose only one of the following:
Just for your reference, here are the terms and conditions again:
9. Important Security Information
9.1. You must take all reasonable precautions to keep
safe and prevent fraudulent use of any cards, security devices (such as
the Secure Key) and security details (including PINs, security numbers,
passwords or other details including those which allow you to use ASB
and QRS).
These precautions include but are not limited to all of the following, as applicable:
General
Cards and Card PINs
Online Banking:
Telephone Banking (QRS)
27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be
responsible for any unauthorised transactions that you tell us about
(if, on reasonable grounds, we suspect fraud or that you have been
grossly negligent, we will investigate the transaction). Where we are
responsible, we will immediately refund the amount of the unauthorised
transaction and any resulting overdraft interest and charges (including
Informal Overdraft Usage Fees). We will have no further liability to
you. If we later become aware of evidence that shows we are not
responsible for the transaction, we will recover an amount equal to the
refund from your account.
27.5.2. You will be responsible for all losses if you
act fraudulently or if you allowed another person to use your card,
security details (including PINs, security numbers, passwords or other
details which allow you to use Online Banking and Telephone Banking
Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:
In light of these Terms and Conditions, please reconsider the scenario:
Mr L received a phone call from his bank. The person he spoke to
said there had been some “suspiciousactivity” on his account – and asked
him if he had made certain purchases. When Mr L said he hadn’t, the
person on the phone
said that he should call a different department at the bank straight away to sort the problem.
Mr L called the number on the back of his debit card. The person he
spoke to asked him some security questions and then confirmed that
suspicious activity had taken place. They said that Mr L should
immediately transfer all the
money from his account to a different account – and he gave him the
details of that account over the phone. Mr L transferred the money
straight away.
When Mr L told his partner what had happened, she was worried. She
suggested he call his bank to check he'd done the right thing. It turned
out that Mr L had been the victim of a scam. The fraudster had put a
technical fix in place so that when Mr L ended the first call and rang
the number for his bank, he’d actually just reconnected with the
fraudster.
Please choose only one of the following:
Please write your answer here:
Please choose only one of the following:
Just for your reference, here are the terms and conditions again:
9. Important Security Information
9.1. You must take all reasonable precautions to keep
safe and prevent fraudulent use of any cards, security devices (such as
the Secure Key) and security details (including PINs, security numbers,
passwords or other details including those which allow you to use ASB
and QRS).
These precautions include but are not limited to all of the following, as applicable:
General
Cards and Card PINs
Online Banking:
Telephone Banking (QRS)
27.5 Liability for unauthorized transactions
27.5.1 Subject to clauses 27.5.2 and 27.5.3 we will be
responsible for any unauthorised transactions that you tell us about
(if, on reasonable grounds, we suspect fraud or that you have been
grossly negligent, we will investigate the transaction). Where we are
responsible, we will immediately refund the amount of the unauthorised
transaction and any resulting overdraft interest and charges (including
Informal Overdraft Usage Fees). We will have no further liability to
you. If we later become aware of evidence that shows we are not
responsible for the transaction, we will recover an amount equal to the
refund from your account.
27.5.2. You will be responsible for all losses if you
act fraudulently or if you allowed another person to use your card,
security details (including PINs, security numbers, passwords or other
details which allow you to use Online Banking and Telephone Banking
Service) or your account.
27.5.3. You will be responsible for all losses arising from unauthorised transactions on your account as result of:
You previously said that you had used one of "moneydashboard.com", "ontrees.com", "lovemoney.com" or "sofort.com" before. In light of the Terms and Conditions that were presented to you above, please reconsider the following questions (your previously answers have been pre-selected).
Please choose only one of the following:
Please write your answer here:
Please choose only one of the following:
Please write your answer here:
The survey is now complete. Thank you for your participation.
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