Identity Verification Friction & Trust Assessment

Welcome to this survey about your identity verification experience. This survey takes approximately 12 minutes and is completely voluntary — you may stop at any time. There are no right or wrong answers; we are interested in your honest opinions. Your responses are confidential and will be reported only in aggregate to help us improve our verification process. No individual responses will be shared externally.

In the past 6 months, how often have you used online or mobile financial services?

• Daily
• Weekly
• Monthly
• Less than monthly
• Not at all

The instructions at each step were clear and easy to follow.

Which, if any, issues did you encounter during verification? Select all that apply.

• Document upload failed
• Photo quality was rejected
• Camera or device didn't work as expected
• Address verification failed
• Name mismatch between documents
• Liveness/face check was confusing
• Unclear which documents were acceptable
• Timeouts or connection problems
• Concerns about data privacy
• None of the above

How satisfied or dissatisfied were you with the help or guidance available during verification?

How confident are you that your personal data is handled securely during the verification process?

What is your age group?

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

Based on your responses in this survey, please share any additional thoughts or feelings about the verification experience.

Where did you complete your most recent identity verification with us?

• Mobile app
• Desktop website
• In-branch
• Phone support
• Third-party link/integration
• Not sure

I understood which documents were required before I began.

We'd like to understand more about any friction or difficulties you experienced during verification. Please share what happened, and we may ask a few follow-up questions.

Which help resources did you use, if any? Select all that apply.

• In-app tips or tooltips
• Step-by-step guide
• Live chat
• Phone support
• Email support
• FAQ/Help center
• None of the above

Please rank the following areas from where improvement would help you most to least.

1. Instructions and clarity
2. Technical stability and speed
3. Photo/document capture quality
4. Identity matching and verification accuracy
5. Help and support
6. Privacy and transparency

How do you describe your gender?

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

Thank you for your time — your feedback will directly help us improve the verification experience for everyone.

Approximately when did that verification take place?

• Within the last 7 days
• 8–30 days ago
• 1–3 months ago
• 4–6 months ago
• More than 6 months ago
• Not sure

I knew what to expect in terms of the steps involved and how long it would take.

Please rank the following from most to least disruptive to your verification experience.

1. Unclear instructions
2. Technical errors
3. Strict photo/document quality requirements
4. Identity match failures
5. Waiting for manual review
6. Privacy concerns

If you needed to verify your identity with us again, how likely would you be to complete the process?

Where do you primarily reside?

• United States
• United Kingdom
• Canada
• Australia
• European Union
• Other/Rest of world
• Prefer not to say

Did you complete the verification in one sitting?

• Yes, completed on the first attempt
• Yes, but it took multiple attempts
• No, I could not complete it
• I started but plan to finish later

When something went wrong, the error messages helped me understand what to do next.

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college/Associate
• Bachelor's degree
• Master's degree
• Doctorate
• Professional degree (e.g., JD, MD)
• Prefer not to say

Approximately how long did the verification take in total?

• Less than 2 minutes
• 2–5 minutes
• 6–10 minutes
• 11–20 minutes
• More than 20 minutes
• Not sure

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Unemployed and looking for work
• Not employed and not seeking
• Student
• Retired
• Prefer not to say

Overall, how easy or difficult was the verification process?