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
When did that verification occur?
- Within the last 7 days
- 8–30 days ago
- 1–3 months ago
- 4–6 months ago
- More than 6 months ago
- Not sure
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
Approximately how many minutes did the verification take in total?
Accepts a numeric value
Whole numbers only
Overall, how easy was the verification process?
Range: 1 – 10
Min: Very difficultMid: Neither easy nor difficultMax: Very easy
Please rate your agreement with the following statements about your most recent verification.
| Rows | Strongly disagree | Disagree | Neither agree nor disagree | Agree | Strongly agree |
|---|
| The steps were clearly explained | • | • | • | • | • |
| I knew why each document was required | • | • | • | • | • |
| Error messages clearly explained how to fix issues | • | • | • | • | • |
| I understood how my data would be used and protected | • | • | • | • | • |
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
Please rank the following potential disruptors. Move the three most disruptive to the top.
Drag to order (top = most important)
- Unclear instructions
- Technical errors
- Strict photo/document quality requirements
- Identity match failures
- Waiting for manual review
- Privacy concerns
How satisfied were you with the help or guidance available during verification?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
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
How confident are you that your personal data is handled securely?
Range: 1 – 10
Min: Not at all confidentMid: Moderately confidentMax: Completely confident
If you faced issues, what made them difficult? Please be specific.
Max 600 chars
Allocate a total of 100 points across the areas where improvements would help most.
Total must equal 100
- Instructions and clarity
- Technical stability and speed
- Photo/document capture quality
- Identity matching and verification accuracy
- Help and support
- Privacy and transparency
Min per option: 0Whole numbers only
If you need to verify again with us, how likely are you to do so?
Range: 1 – 10
Min: Not at all likelyMid: Neither likely nor unlikelyMax: Extremely likely
What is your age group?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Where do you primarily reside?
- United States
- United Kingdom
- Canada
- Australia
- European Union
- Other/Rest of world
- Prefer not to say
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
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
In the last 6 months, how often did you use online or mobile financial services?
- Daily
- Weekly
- Monthly
- Less than monthly
- Not at all
Quality check: To confirm you are paying attention, please select "I am paying attention".
- I am paying attention
- I am not paying attention
Is there anything else you would like us to know about your verification experience?
Max 600 chars
AI Interview: 2 Follow-up Questions on Your Verification Experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast Thank you for your time—your feedback will help us improve verification for everyone.