Consumer Trust in Fintech Sustainability Claims

Welcome! This survey takes approximately 13 minutes and asks about your banking habits and views on sustainability claims from financial services providers. Your participation is voluntary—you may exit at any time. There are no right or wrong answers; we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. By continuing, you agree to participate.

Which of the following best describes the financial providers you currently use for everyday money management?

• Traditional bank or credit union only
• Fintech or neobank only
• Both traditional and fintech/neobank
• None of these

In the past 3 months, have you noticed any sustainability or climate-related claims from banks or fintechs?

• Yes
• No
• Not sure

Overall, how much do you trust sustainability claims made by banks and fintechs?

Please rank the following sustainability claim types by how important they are to you, with the most important at the top.

1. Carbon-neutral or offset card
2. Lower carbon footprint per transaction
3. ESG-screened investments
4. Recycled or biodegradable card materials
5. Donations tied to spending
6. Emissions tracking in app

If you had to choose between these two cards today, which would you select?

• 1.5% cashback, standard card (no sustainability features)
• 1.25% cashback, verified carbon-neutral card that plants trees with your spending
• No preference

How appealing is a "Green Features" bundle that includes personal impact tracking and verified carbon offsets?

What proof or information would most increase your trust in sustainability claims from financial providers?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for completing this survey—your insights are valuable and will help improve how financial services communicate sustainability efforts. You may now close this page.

In the past 30 days, how often did you use a mobile banking or fintech app?

• Not at all
• A few times in the past month
• About once a week
• Several times a week
• About once a day
• Multiple times a day

Where did you notice these sustainability or climate-related claims? Select all that apply.

• In-app messages or banners
• Email from provider
• Advertisements (online, video, or outdoor)
• Company website or blog
• Social media
• News or press coverage
• Receipts or statements
• Friends or family
• Other (please specify)

How believable is the following claim: "Our card is carbon-neutral through verified offsets"?

To what extent do you agree or disagree: "I would accept lower rewards or cashback if the sustainability impact were independently verified."

When choosing a financial card, please rank the following factors from most to least important to you.

1. Rewards rate
2. Fees
3. Verified sustainability impact
4. Customer service
5. App features and usability
6. Brand trust

We'd like to understand more about your views on sustainability in financial services. An AI moderator will ask you a few follow-up questions based on your earlier responses.

In which region do you currently reside?

• Africa
• Asia
• Europe
• Latin America & Caribbean
• Middle East
• North America
• Oceania
• Prefer not to say

How believable is the following claim: "We screen all investments using ESG criteria"?

How likely are you to choose or switch financial providers specifically because of stronger sustainability practices?

Based on your responses in this survey, please share any additional thoughts or feelings about sustainability features from financial services providers.

What is your gender?

• Man
• Woman
• Non-binary
• Prefer not to say

How believable is the following claim: "Track your personal carbon footprint directly in the app"?

Would you be willing to pay an extra monthly fee for verified sustainability features (e.g., carbon offsets, impact tracking)?

• Yes
• No
• Not sure

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college or trade/technical
• Bachelor's degree
• Master's degree
• Doctorate or professional degree
• Prefer not to say

How important is independent third-party verification (e.g., certified labels) when evaluating sustainability claims from financial providers?

What is the most you would be willing to pay per month for verified sustainability features?

• $1–$2
• $3–$5
• $6–$10
• $11–$20
• More than $20

Which of the following best describes your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker or caregiver
• Unemployed and seeking work
• Unemployed and not seeking work
• Retired
• Prefer not to say

If expected returns were equal, which option would you choose for your savings or investments?

• ESG or impact option
• Conventional option
• No preference
• I don't currently save or invest

What is your approximate annual household income? (Optional)

• Under $25,000
• $25,000–$49,999
• $50,000–$74,999
• $75,000–$99,999
• $100,000–$149,999
• $150,000–$199,999
• $200,000 or more
• Prefer not to say