Credit Card Dispute Resolution Experience Survey

Welcome, and thank you for participating in this survey about your credit card dispute experience. This survey takes approximately 5–7 minutes to complete. Your responses are confidential and will be reported only in aggregate to improve our processes. There are no right or wrong answers—we are interested in your honest opinions. Participation is entirely voluntary, and you may stop at any time.

When was your most recent credit card charge dispute?

• Within the last 30 days
• 31–90 days ago
• 91–365 days ago
• More than a year ago
• I have never disputed a charge

How did you first contact us to initiate that dispute?

• In-app chat
• Mobile app form
• Website form
• Phone call
• Secure message/email
• Branch visit

How long did it take to fully resolve your most recent dispute?

• Same day
• 1–3 days
• 4–7 days
• 1–2 weeks
• 2–4 weeks
• More than 4 weeks
• Still unresolved

How responsive was our support team during the dispute process?

How much effort did you personally have to put forth to resolve your dispute?

Which, if any, of the following challenges did you experience during the dispute process? Select all that apply.

• Couldn't find where to start the dispute
• Long hold or wait times
• Had to repeat information to multiple agents
• Unclear documentation requirements
• Had to mail or fax documents
• Limited visibility into dispute status
• Transferred between agents or departments
• Dispute closed without prior notice
• No challenges experienced

Based on your experience, what is the single most important improvement we could make to our dispute or support process?

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 is valuable and will directly inform improvements to our dispute process and support experience.

How long have you held your primary credit card with us?

• Less than 6 months
• 6–12 months
• 1–3 years
• 3–5 years
• More than 5 years
• Prefer not to say

Approximately how many times did you contact us regarding that dispute?

• 1 time
• 2 times
• 3 times
• 4 times
• 5 or more times

What was the final outcome of your most recent dispute?

• Full refund/charge reversed
• Partial refund
• No refund/charge stood
• Temporary credit that was later reversed
• Still pending

How helpful was our support team in guiding you through the dispute process?

Overall, how satisfied are you with your most recent dispute experience?

Please rank the following dispute channels in order of your preference, from most preferred to least preferred.

1. In-app chat
2. Phone call
3. Secure message/email
4. Website form
5. Mobile app form
6. Branch visit

We'd like to understand more about your dispute experience. An AI moderator will ask you a couple of brief follow-up questions based on your earlier responses.

Which gender do you identify with?

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

How clearly did our team communicate the status and next steps of your dispute?

How likely are you to continue using our credit card as your primary card?

In which region do you currently reside?

• United States
• Canada
• United Kingdom
• European Union
• Australia/New Zealand
• India
• Southeast Asia
• Latin America
• Middle East/North Africa
• Sub-Saharan Africa
• Other

Compared to other credit card issuers you have used, how does our dispute process compare?