Voice Authentication in Banking: Adoption & Trust Survey

Welcome! This survey explores your experiences and opinions about voice authentication in banking. It should take about 10 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential, anonymized, and reported only in aggregate for research purposes. By proceeding, you indicate your consent to participate.

Do you currently hold a personal bank account (checking, savings, or both)?

• Yes
• No

In the last 6 months, how often have you contacted your bank's customer support (by phone or chat)?

• Never
• Once
• 2–3 times
• 4–6 times
• 7 or more times

Before today, had you heard of voice authentication (voice biometrics) being used by banks?

• Yes
• No
• Not sure

Overall, how satisfied were you with your most recent voice authentication experience?

How confident or not confident are you that voice authentication can effectively protect bank accounts from unauthorized access?

If your bank offered voice authentication, how likely or unlikely would you be to use it in the next 3 months?

Based on your responses in this survey, please share any additional thoughts or feelings about voice authentication in banking. Our AI interviewer may ask a couple of brief follow-up questions to better understand your perspective.

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 feedback will help shape more secure and convenient banking experiences. Your responses have been recorded.

Voice authentication verifies a customer by analyzing unique characteristics of their voice. Banks may use it during phone calls or in mobile apps to help confirm your identity.

How easy or difficult was it to complete the voice authentication steps?

Which of the following potential risks, if any, concern you about voice authentication? Please select all that apply.

• Someone impersonating my voice (spoofing or deepfake)
• Recordings of my voice being reused
• Biometric data storage and privacy
• False rejects locking me out of my account
• Background noise causing authentication failures
• Fraudsters bypassing security with social engineering
• Other
• None of the above

How much would each of the following features increase your willingness to use voice authentication?

What is your gender?

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

In the past 12 months, have you used voice authentication with any financial service?

• Yes
• No
• Not sure

Which of the following issues, if any, did you experience when using voice authentication? Please select all that apply.

• System did not recognize my voice
• Background noise interfered
• Had to repeat phrases multiple times
• Concerned about being recorded
• Process took too long
• Could not proceed and needed an agent
• Other
• None of the above

Please rank the following methods for accessing your bank account from most secure (top) to least secure (bottom).

1. Password or PIN
2. Fingerprint recognition
3. Voice authentication
4. Facial recognition
5. SMS one-time code
6. Security questions

Please rank the following features by how much they would increase your willingness to use voice authentication. Drag your top choice to the top.

1. Verified anti-spoofing protections
2. Clear opt-out at any time
3. Ability to fall back to a passcode
4. Shorter time to access my account
5. Transparent data storage and retention policy
6. Simple in-app setup guidance

In which country or region do you currently reside?

• United States
• United Kingdom
• Canada
• Australia
• European Union
• Other
• Prefer not to say

What is the highest level of education you have completed?

• Some high school
• High school diploma or equivalent
• Some college or associate degree
• Bachelor's degree
• Postgraduate degree
• Prefer not to say

What is your current employment status?

• Full-time employee
• Part-time employee
• Self-employed
• Student
• Unemployed
• Retired
• Homemaker or caregiver
• Prefer not to say