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:
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 fraudulent
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 fraudulent
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 Metro. When leaving the Metro at the destination station, Miss K notices that her purse is missing. There is a police department In the Metro station, where she reports her purse as stolen. When she gets to work, she phones her bank to cancel her banking card. But by this time several large large cash withdrawals have been made using her banking 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 "Mint.com" or "youneedabudget.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 "Mint.com" or "youneedabudget.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 "Mint.com" or "youneedabudget.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 "Mint.com" or "youneedabudget.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 "Mint.com" or "youneedabudget.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.
Lost or Stolen Banking Cards or Other Access Devices and Unauthorized Electronic Transactions
Consumer Liability for transactions covered by Regulation E
If any of your Access Devices are lost or stolen, it is your
responsibility to notify us immediately. Please call your bank at the
number on the back cover of this Manual.
Please remember that your Banking Card and all of your Access Devices
are valuable, and it is important for you to exercise care with them. To
protect your personal and account information, be sure to keep your PIN
and other Access Devices secure. As a general practice, we recommend
that you periodically change your PIN.
Tell us at once if you believe any of your Access Devices, including
but not limited to your Banking Card, has been lost or stolen, or if you
believe that an electronic fund transfer has been made without your
permission using information from your check. Telephoning is the best
way of keeping your possible losses down. You could lose all the money
in your account (plus your maximum overdraft line of credit). Call your
bank at 1-888-YOURBANK or use the number located on the back cover of
this Agreement. Customer service representatives are available to assist
you 24 hours a day, 7 days a week. If you tell us within two (2)
Business Days after you learn of the loss or theft of your Access
Device, you can lose no more than $50 if someone uses your Access Device
without your permission.
If you do NOT tell us within two (2) Business Days after you learn of
the loss or theft of your Access Device, and we can prove we could have
stopped someone from using your Access Device without your permission if
you had told us, you could lose as much as $500.
Also, if your statement shows transfers that you did not make,
including those made by card, code or other means, tell us at once. If
you do not tell us within sixty (60) days after the statement was mailed
to you, you may not get back any money you lost after the sixty (60)
days if we can prove that we could have stopped someone from taking the
money if you had informed us in time. If a good reason (such as a long
trip or a hospital stay) kept you from telling us, we will extend the
time periods.
Security Tips
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:
Lost or Stolen Banking Cards or Other Access Devices and Unauthorized Electronic Transactions
Consumer Liability for transactions covered by Regulation E
If any of your Access Devices are lost or stolen, it is your
responsibility to notify us immediately. Please call your bank at the
number on the back cover of this Manual.
Please remember that your Banking Card and all of your Access Devices
are valuable, and it is important for you to exercise care with them. To
protect your personal and account information, be sure to keep your PIN
and other Access Devices secure. As a general practice, we recommend
that you periodically change your PIN.
Tell us at once if you believe any of your Access Devices, including
but not limited to your Banking Card, has been lost or stolen, or if you
believe that an electronic fund transfer has been made without your
permission using information from your check. Telephoning is the best
way of keeping your possible losses down. You could lose all the money
in your account (plus your maximum overdraft line of credit). Call your
bank at 1-888-YOURBANK or use the number located on the back cover of
this Agreement. Customer service representatives are available to assist
you 24 hours a day, 7 days a week. If you tell us within two (2)
Business Days after you learn of the loss or theft of your Access
Device, you can lose no more than $50 if someone uses your Access Device
without your permission.
If you do NOT tell us within two (2) Business Days after you learn of
the loss or theft of your Access Device, and we can prove we could have
stopped someone from using your Access Device without your permission if
you had told us, you could lose as much as $500.
Also, if your statement shows transfers that you did not make,
including those made by card, code or other means, tell us at once. If
you do not tell us within sixty (60) days after the statement was mailed
to you, you may not get back any money you lost after the sixty (60)
days if we can prove that we could have stopped someone from taking the
money if you had informed us in time. If a good reason (such as a long
trip or a hospital stay) kept you from telling us, we will extend the
time periods.
Security Tips
In light of these Terms and Conditions, please reconsider the scenario:
Miss K travels to work on the Metro. When leaving the Metro at the destination station, Miss K notices that her purse is missing. In the Metro station is a police office, where she reports her purse as stolen. When she gets to work, she phones her bank to cancel her banking card. But by this time the thief has made several large cash withdrawals using her banking 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:
Lost or Stolen Banking Cards or Other Access Devices and Unauthorized Electronic Transactions
Consumer Liability for transactions covered by Regulation E
If any of your Access Devices are lost or stolen, it is your
responsibility to notify us immediately. Please call your bank at the
number on the back cover of this Manual.
Please remember that your Banking Card and all of your Access Devices
are valuable, and it is important for you to exercise care with them. To
protect your personal and account information, be sure to keep your PIN
and other Access Devices secure. As a general practice, we recommend
that you periodically change your PIN.
Tell us at once if you believe any of your Access Devices, including
but not limited to your Banking Card, has been lost or stolen, or if you
believe that an electronic fund transfer has been made without your
permission using information from your check. Telephoning is the best
way of keeping your possible losses down. You could lose all the money
in your account (plus your maximum overdraft line of credit). Call your
bank at 1-888-YOURBANK or use the number located on the back cover of
this Agreement. Customer service representatives are available to assist
you 24 hours a day, 7 days a week. If you tell us within two (2)
Business Days after you learn of the loss or theft of your Access
Device, you can lose no more than $50 if someone uses your Access Device
without your permission.
If you do NOT tell us within two (2) Business Days after you learn of
the loss or theft of your Access Device, and we can prove we could have
stopped someone from using your Access Device without your permission if
you had told us, you could lose as much as $500.
Also, if your statement shows transfers that you did not make,
including those made by card, code or other means, tell us at once. If
you do not tell us within sixty (60) days after the statement was mailed
to you, you may not get back any money you lost after the sixty (60)
days if we can prove that we could have stopped someone from taking the
money if you had informed us in time. If a good reason (such as a long
trip or a hospital stay) kept you from telling us, we will extend the
time periods.
Security Tips
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 “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 banking 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:
Lost or Stolen Banking Cards or Other Access Devices and Unauthorized Electronic Transactions
Consumer Liability for transactions covered by Regulation E
If any of your Access Devices are lost or stolen, it is your
responsibility to notify us immediately. Please call your bank at the
number on the back cover of this Manual.
Please remember that your Banking Card and all of your Access Devices
are valuable, and it is important for you to exercise care with them. To
protect your personal and account information, be sure to keep your PIN
and other Access Devices secure. As a general practice, we recommend
that you periodically change your PIN.
Tell us at once if you believe any of your Access Devices, including
but not limited to your Banking Card, has been lost or stolen, or if you
believe that an electronic fund transfer has been made without your
permission using information from your check. Telephoning is the best
way of keeping your possible losses down. You could lose all the money
in your account (plus your maximum overdraft line of credit). Call your
bank at 1-888-YOURBANK or use the number located on the back cover of
this Agreement. Customer service representatives are available to assist
you 24 hours a day, 7 days a week. If you tell us within two (2)
Business Days after you learn of the loss or theft of your Access
Device, you can lose no more than $50 if someone uses your Access Device
without your permission.
If you do NOT tell us within two (2) Business Days after you learn of
the loss or theft of your Access Device, and we can prove we could have
stopped someone from using your Access Device without your permission if
you had told us, you could lose as much as $500.
Also, if your statement shows transfers that you did not make,
including those made by card, code or other means, tell us at once. If
you do not tell us within sixty (60) days after the statement was mailed
to you, you may not get back any money you lost after the sixty (60)
days if we can prove that we could have stopped someone from taking the
money if you had informed us in time. If a good reason (such as a long
trip or a hospital stay) kept you from telling us, we will extend the
time periods.
Security Tips
You previously said that you had used one of "Mint.com" or "youneedabudget.com" before. In the 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.
Please click the prolific academic link below to ensure that your submission is tracked.
https://prolificacademic.co.uk/submissions/56d73e1904c67d000a7b2bd0/complete?cc=7UI8K6Z5