Welcome! This short survey asks about your experiences and views on voice authentication in banking. Your answers are confidential and used for research purposes only. It should take about 5–7 minutes. Thanks for participating.
In the last 6 months, how often did you contact your bank’s customer support (phone or chat)?
- Never
- Once
- 2–3 times
- 4–6 times
- 7+ times
Before today, had you heard of voice authentication (voice biometrics) used by banks?
Voice authentication verifies a customer by analyzing unique characteristics of their voice. Banks may use it during calls or in apps to help confirm identity.
In the past 12 months, have you used voice authentication with any financial service?
Overall, how satisfied were you when using voice authentication?
How easy was it to complete the voice authentication steps?
Which issues, if any, did you experience when using voice authentication? 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
How confident are you that voice biometrics can protect bank accounts from unauthorized access?
Which potential risks concern you most about voice authentication? Select all that apply.
- Someone impersonating my voice (spoofing/deepfake)
- Recordings of my voice being reused
- Biometric data storage and privacy
- False rejects locking me out
- Background noise causing failures
- Fraudsters bypassing with social engineering
- Other
- None of the above
Rate the security level of each method for accessing your bank account.
If offered by your bank, how likely are you to use voice authentication in the next 3 months?
Rank the features that would most increase your willingness to use voice authentication (drag top = most important).
Anything else you’d like to share about voice authentication in banking?
Max 600 chars
AI Interview: 2 Follow-up Questions on your responses about voice authentication
Attention check: To confirm you are paying attention, please select “Yes.”
Gender
- Woman
- Man
- Non-binary
- Prefer to self-describe
- Prefer not to say
Where do you currently live?
What is the highest level of education you have completed?
- Some high school
- High school or equivalent
- Some college/Associate
- 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/Caregiver
- Prefer not to say
Thank you for your time—your feedback will help improve secure and convenient banking experiences.