Banking CX Survey: Financial Guidance, Risk Tolerance & Channel Preferences

Welcome, and thank you for participating! This survey takes approximately 11 minutes and asks about your banking habits, financial guidance preferences, and comfort with financial risk. Your participation is entirely voluntary—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 to help improve banking services. Please answer based on your experience with your primary bank.

Do you currently hold at least one account (e.g., checking, savings, credit card) with a bank?

• Yes
• No

Which of the following products or services do you currently hold with your primary bank? (Select all that apply.)

• Checking/current account
• Savings account
• Credit card
• Personal loan
• Mortgage
• Investment/brokerage account
• Other (please specify)
• None of these

Which of the following financial guidance topics would be most useful to you right now? (Select all that apply.)

• Managing monthly budget and cash flow
• Building an emergency fund
• Paying down debt
• Choosing savings or investment products
• Retirement planning
• Fraud prevention and account security
• Improving credit score
• Buying a home or major purchase
• Small business finances
• Tax basics for individuals
• Other (please specify)

Overall, how comfortable are you with taking financial risk in exchange for potentially higher returns?

Based on your responses in this survey, please share any additional thoughts or feelings about your banking experience or financial guidance needs.

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 responses have been recorded and will be used to improve banking services. If you have any questions, please contact [research team email].

Which single channel did you use most often with your primary bank in the past 3 months?

• Mobile app
• Bank website
• ATM
• Phone support
• Branch visit
• Chat/secure message

When your bank provides financial guidance, how much detail do you prefer?

How comfortable would you be if the value of your investments dropped temporarily over the next 12 months?

We'd like to learn a bit more about your banking and financial guidance preferences. An AI moderator will ask a couple of brief follow-up questions.

How do you describe your gender?

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

Thinking about the channel you used most often, how satisfied are you with that experience over the past 3 months?

How often would you like to receive financial guidance from your bank?

• Weekly
• Twice a month
• Monthly
• Quarterly
• Only when I ask (on demand)

Do you currently hold any investments, with your primary bank or another provider?

• Yes
• No

In which country or region do you currently reside?

• United States
• Canada
• United Kingdom
• Australia
• India
• European Union
• Other

Please rank these channels in order of your preference for routine banking tasks. (Drag to reorder; top = most preferred.)

1. Mobile app
2. Bank website
3. ATM
4. Phone support
5. Branch visit
6. Chat/secure message

Which formats would you prefer for financial guidance content? (Select all that apply.)

• In-app tips or checklists
• Email articles or newsletters
• Short videos
• Live or recorded webinars
• One-to-one advisor call
• In-branch workshops
• Printable guides
• Chatbot walkthroughs or tutorials
• Other (please specify)

What is your primary investment goal right now?

• Grow wealth over the long term
• Generate steady income
• Preserve capital
• Short-term goal (less than 3 years)
• Not sure yet

What is the highest level of education you have completed?

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

At roughly what level of temporary loss would you reconsider your current investment approach?

• About 2%
• About 5%
• About 10%
• About 20% or more
• Not sure

Which of the following best describes your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker/caregiver
• Retired
• Unemployed
• Prefer not to say