Have you purchased from this retailer online in the past 90 days?
Which device did you use for your most recent checkout with us (if applicable)?
- Mobile app
- Mobile web browser
- Desktop/laptop browser
- Tablet
- Not applicable
Which device do you use most often for online shopping?
- Mobile app
- Mobile web browser
- Desktop/laptop browser
- Tablet
In your most recent checkout with us (if applicable), which extra verification or security steps did you encounter? Select all that apply.
- One-time code by SMS
- One-time code by email
- Bank/3D Secure challenge (e.g., bank app approval)
- Re-entering address or postal code
- CAPTCHA or bot check
- Biometric confirmation (face/fingerprint)
- Had to log in
- Had to reset password
- None
How disruptive were any verification or security checks to completing your order?
Range: 1 – 10
Min: Not disruptiveMid: ModerateMax: Extremely disruptive
To what extent did these checks increase your sense of payment security?
Scale: 10 (star)
Min: No increaseMax: Much higher trust
For a typical online purchase, how acceptable are these security checks?
| Rows | Unacceptable | Slightly acceptable | Neutral | Acceptable | Very acceptable |
|---|
| SMS one-time code | • | • | • | • | • |
| Email one-time code | • | • | • | • | • |
| Bank/3D Secure challenge | • | • | • | • | • |
| CAPTCHA or bot check | • | • | • | • | • |
| Re-entering postal code/address | • | • | • | • | • |
| Biometric confirmation | • | • | • | • | • |
| Logging in to your account | • | • | • | • | • |
Allocate 100 points to show what you value most at checkout.
Total must equal 100
- Strong protection against fraud
- Speed (finish quickly)
- Ease of use (few steps)
- Control over verification method
- Clear explanations and transparency
Min per option: 0Whole numbers only
What is the maximum extra time (in seconds) you are willing to spend on security checks during checkout?
Accepts a numeric value
Whole numbers only
Rank the features that would make checkout feel secure without slowing you down.
Drag to order (top = most important)
- Auto-fill one-time codes when possible
- Briefly explain why verification is needed
- Offer choice of SMS, email, or app verification
- Skip extra checks on trusted devices
- Use biometrics when available
Attention check: To confirm you are paying attention, please select "Agree" below.
- Strongly disagree
- Disagree
- Neutral
- Agree
- Strongly agree
In the last 6 months, has any online store mistakenly declined or blocked your valid payment?
If you experienced a mistaken decline or hold, what did you do next? Select all that apply.
- Retried the same card
- Used a different card
- Used a wallet (e.g., PayPal/Apple Pay/Google Pay)
- Waited and tried later
- Contacted customer support
- Abandoned the purchase
- Bought from another retailer
- Not applicable
Have you abandoned a cart because verification or security steps were too difficult?
- Yes, in the last 3 months
- Yes, 3–12 months ago
- No
- Not sure
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 live?
- North America
- Europe
- Asia Pacific
- Latin America
- Middle East & Africa
- Prefer not to say
What is the highest level of education you have completed?
- Some high school or less
- High school diploma or equivalent
- Some college/Associate degree
- Bachelor’s degree
- Postgraduate degree
- Prefer not to say
What is your current employment status?
- Full-time
- Part-time
- Self-employed
- Student
- Unemployed
- Retired
- Prefer not to say
About how many online purchases do you make in a typical month?
Accepts a numeric value
Whole numbers only
What should we change to improve security while keeping checkout fast?
Max 600 chars
Welcome! This brief survey asks about your recent checkout experience and preferences. Please answer honestly—there are no right or wrong answers.
AI Interview: 2 Follow-up Questions on checkout security and friction
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast Thank you for your time—your feedback helps us build a secure, seamless checkout!