Appendix B: Survey of Consumers' Use of Mobile Financial Services 2015-Questionnaire

Below is a reproduction of the survey instrument in its entirety. The bracketed text are programming instructions that (1) indicate whether or not a question is single choice [S] or multiple choice [M] and (2) represent any skip pattern used to reach that question and which questions should be grouped together on a page. The respondents only saw the questions and response options; they did not see the program code.

I. INTRODUCTION

[DISPLAY]

OMB Control Number: 7100-0359

Expiration Date: 04/30/2017

For more information, click here.

The Federal Reserve Board is interested in learning more about how people manage their finances, shop, and make payments. We are also interested in how people interact with financial institutions, and how mobile phones and other technology facilitate these interactions. The information collected in this survey will be used for research, analysis, and policymaking. A dataset containing anonymized responses may also be released publicly on the Federal Reserve Board's website. We appreciate your participation in this survey.

To begin, we are going to ask a few questions about the types of financial products and services that you use.

SCRIPTER: IF "FOR MORE INFORMATION..." CLICKED, DISPLAY THIS TEXT IN A NEW TAB OR WINDOW

The Federal Reserve may not conduct or sponsor, and an organization is not required to respond to, a collection of information unless it displays a currently valid OMB control number. Public reporting burden for this information collection is estimated to average 0.18 hours, including the time to gather data in the required form and to review instructions and complete the information collection. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden to: Secretary, Board of Governors of the Federal Reserve System, 20th and C Streets, NW, Washington, DC 20551, and to the Office of Management and Budget, Paperwork Reduction Project (7100-0359), Washington, DC 20503.

Back to section top

II. MAIN QUESTIONNAIRE

SCRIPTER: USE DEFAULT INSTRUCTION TEXT FOR EACH QUESTION TYPE UNLESS OTHERWISE SPECIFIED.

SCRIPTER: DO NOT PROMPT ON ALL QUESTIONS.

Standard response labels include:

S = Single Select (only one answer possible)

M = Multi Select (multiple answers are possible)

Grid = Grid (one answer per row assumed by default, specify if other response type needed)

Q = Quantity (numeric response)

O = Open End (free form text response; indicate size of text response box)

OL = Open List (text response boxes for unaided recall; 10 boxes set-up as standard)

A. Banking Section

Base: All respondents

Q1 [S]

Do you [IF PPMARIT=1, INSERT: "and/or your spouse" / IF PPMARIT=6, INSERT: "and/or your partner "] currently have a checking, savings or money market account?

1. Yes
2. No

Base: Q1=2

Q2 [S]

Have you [IF PPMARIT=1, INSERT: "and/or your spouse " / IF PPMARIT=6, INSERT: "and/or your partner "] ever had a checking, savings or money market account?

1. Yes
2. No

Base: All respondents

Q3 [S]

Have you used a general-purpose reloadable prepaid card in the past 12 months? General-purpose reloadable prepaid cards typically have a Visa, MasterCard, American Express, or Discover logo and can be used like debit cards to purchase goods in stores and online, pay bills, and withdraw cash from an ATM. Money must be loaded onto the card before it is used, and the card can be reloaded with money as well. (Please do NOT include nonreloadable cards, such as gift and rebate cards.)

1. Yes
2. No

Base: All respondents

Q4 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

In the past 12 months, have you:

Statement in row:

1. used a money order
2. used a check-cashing service
3. used a tax refund anticipation loan
4. used a pawn shop loan, a payday loan, an auto title loan, or a paycheck advance/deposit advance
5. sent money to a relative or friend (not a business) living outside of the U.S. using a service other than a bank (e.g. WesternUnion, USPS SureMoney, etc.)

Answers in column:

1. Yes
2. No

Base: IF Q1 = 1

[DISPLAY; SHOW ON THE SAME SCREEN AS Q5]

In this section we would like to ask you about how you interact with your bank or credit union.

Base: IF Q1 = 1

SCRIPTER: ALLOW RESPONDENTS TO CHOOSE UP TO 3 ANSWER OPTIONS. REPLACE DEFAULT INSTRUCTIONS WITH: Select up to 3 answers

Q5 [M - allow 3 selections maximum]

SCRIPTER: RANGE: 1-3; Unique Values; SHOW ON SAME SCREEN AS DISPLAY, USE SAME FORMAT AS Q16 in SNO19247, NOTE RANGE CHANGE

What do you consider to be the most important ways you interact with your bank or credit union?

1. ATM/Cash machine
2. A teller in person at a branch
3. Over the internet using a computer/tablet
4. Mobile phone app, mobile web browser or SMS/text message
5. Phone - Talking or using touchtone service
6. Mail
7. Family member, friend, or neighbor does the banking for me
8. Other (Please specify): [TXT]________________________________

Base: IF Q1 = 1

Q6 [S]

Have you visited a bank branch and spoken with a teller or a bank employee in the past 12 months? Please do not include visits where your only activity was using an ATM/Cash machine located at a branch.

1. Yes
2. No

Base: Q6 = 1

Q7 [Q; RANGE: 0-99]

In the past month, about how many times have you visited a branch and spoken with a teller or a bank employee? If none enter "0".

_____times in the past month

Base: Q1 = 1

Q8 [Q; RANGE: 0-999]

About how long does it take you to travel to the branch you typically visit (one way)?

_____ minutes

? Check this box if you don't visit a branch [S]

Base: Respondents who chose checkbox for Q8

Q8a [S]

Which of the following best describes the location of your bank or credit union branch where you can speak with a teller or bank employee, if needed?

1. I have a branch close to my home, work, school, or other place I go frequently.
2. I must go out of my way or travel for a while to visit a branch.
3. I am not able to visit a branch because my bank does not have a branch in my area.

Base: Q6 = 1

Q9 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

In the past 12 months when you visited a branch and spoke with a teller or customer service representative, did you do each of the following in any of those visits? (Please do not include ATM/Cash machine transactions.)

Statement in row:

1. Deposit a check or cash
2. Withdraw cash/cash a check
3. Get a cashier's check, certified check, or money order
4. Send/wire money to someone
5. Transfer money between accounts
6. Apply for a loan
7. Open or close an account
8. Resolve a problem or question or get general information about products or services
9. Get specific information about your account (e.g., balance, recent activity)
10. Other (please specify): [TXT]

Answers in column:

1. Yes
2. No

Base: Q1 = 1

Q10 [S]

Have you used an ATM for any banking transactions in the past 12 months?

1. Yes
2. No

Base: Q10 = 1

Q11 [Q; RANGE: 0-99]

In the past month, about how many times have you used an ATM for banking transactions? If none enter "0".

______times in the past month

Base: Q1 = 1

Q12 [Q; RANGE: 0-999]

About how long does it take you to travel to the ATM you typically use (one way)?

____minutes

? Check this box if you don't use an ATM. [S]

Base: Respondents who chose checkbox for Q12

Q12a [S]

Which of the following best describes the location of the ATM you can use for banking transactions, if needed?

1. I have an ATM close to my home, work, school, or other place I go frequently.
2. I must go out of my way or travel for a while to access the ATM.
3. I am not able to use an ATM for banking transactions because there is not an ATM in my area.

Base: Q1 = 1

Q13 [S]

Telephone banking is when you access your account by calling a phone number that your bank has provided. You interact with the system using either voice commands, your phone's numeric keypad, or speaking with a live customer service representative. It does not include accessing your bank using the internet or apps on your mobile phone.

Have you used telephone banking in the past 12 months, either with a land-line phone or your mobile phone?

1. Yes
2. No

Base: Q13 = 1

Q14 [Q; RANGE: 0-99]

In the past month, about how many times have you used telephone banking to access your account? If none enter "0".

______times in the past month

Base: All respondents

[DISPLAY; SHOW ON THE SAME SCREEN AS Q15]

In this section, we'll ask a few questions about your use of the internet. Right now we are just interested in your use of the internet on a computer (desktop, laptop) or tablet. Later on we will ask about use of the internet on mobile phones.

Base: All respondents

Q15 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

Do you currently have regular access to the internet at your home that is not provided by GfK, formerly Knowledge Networks?

Statement in row:

1. Using a computer (desktop, laptop)?
2. Using a tablet (e.g., iPad)?

Answers in column:

1. Yes
2. No

Base: All respondents

Q16 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

Do you currently have regular access to the internet outside your home (e.g., at school, work, public library, etc.)?

Statement in row:

1. Using a computer (desktop, laptop)?
2. Using a tablet (e.g., iPad)?

Answers in column:

1. Yes
2. No

Base: Q1=1

Q17 [S]

Online banking involves checking your account balance and recent transactions, transferring money, paying bills, or conducting other related transactions with your bank or credit union using the internet.

Have you used online banking on a desktop, laptop, or tablet (e.g., iPad) computer in the past 12 months?

1. Yes
2. No

Base: Q17=1

Q18 [Q; RANGE: 0-99]

In the past month, about how many times have you used online banking on a desktop, laptop, or tablet (e.g., iPad) computer? If none enter "0".

______times in the past month

B. Mobile Phone Usage

Base: All respondents

[DISPLAY; SHOW ON SAME SCREEN AS Q19]

In this section we would like to ask you about your use of mobile phones (cell phones).

Base: All respondents

Q19 [S][PROMPT, TERMINATE IF SKIPPED]

Do you own or have regular access to a mobile phone (cell phone)?

1. Yes ? [MOBILE = "YES"]
2. No ? [MOBILE = "NO"]

SCRIPTER: TERMINATE IF REFUSED Q19

CREATE DOV: MOBILE

DOV_MOBILE =1 IF Q19=1

DOV_MOBILE =2 IF Q19=2

Base: DOV_MOBILE=1

Q20 [S]

A smartphone is a mobile phone with features that may enable it to access the web, send e-mails, download apps, and interact with computers. Smartphones include the iPhone, Blackberry, as well as Android and Windows Mobile powered devices.

Is your mobile phone a smartphone?

1. Yes
2. No

Base: Q20=1

Q21 [S]

Which type of smartphone do you have?

1. Android
2. Blackberry
3. iPhone
4. Windows Mobile
5. Other
6. Don't know

Base: DOV_MOBILE=1

Q22 [S]

How confident are you in your ability to understand and navigate the technology and features of your mobile phone?

1. Very confident
2. Somewhat confident
3. Not confident

Base: Q20=1

Q23 [S]

Do you password protect your smart phone? Please count using a PIN, drawing a pattern, fingerprint or facial recognition, and other methods of securing your phone as password protection.

1. Yes
2. No

Base: Q20=1

Q24 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

In the past 12 months, have you taken any of the following actions with your smartphone?

PROGRAMMING NOTE: CODE "Yes" AS 1, "No" AS 0, AND REFUSED AS -1.

Statement in row:

1. Install updates to your mobile operating system or your apps
2. Change password on your phone or apps
3. Use anti-malware software or other means to protect your smartphone
4. Download or install apps from sources outside the primary app store for your phone (e.g., from sources other than Apple iTunes, Google Play, or Windows Phone stores)
5. Customize privacy settings (e.g., restricting which apps can track your location)
6. Password protect apps that store sensitive data (e.g., mobile wallet)
7. Send or access sensitive data over public WiFi networks
8. Use an app or other service that allows you to locate, remotely access, erase, or disable your smartphone in case of loss or theft (e.g., Apple "Find my iPhone" or BullGuard)

Answer in columns:

1. Yes
2. No

C. Mobile Banking Users

Base: DOV_MOBILE=1 AND Q1=1

[DISPLAY; SHOW ON THE SAME SCREEN AS Q25 and Q26]

Mobile banking uses a mobile phone to access your bank or credit union account. This can be done either by accessing your bank or credit union's web page through the web browser on your mobile phone, via text messaging, or by using an app downloaded to your mobile phone.

Base: DOV_MOBILE=1 AND Q1=1

Q25 [S; SHOWN ON SAME SCREEN AS Q26]

Does your bank or credit union offer mobile banking?

1. Yes
2. No
3. Don't know

Base: DOV_MOBILE=1 AND Q1=1

Q26 [S; SHOWN ON SAME SCREEN AS Q25]

Have you used mobile banking in the past 12 months?

1. Yes ? [MOBILEBANK = "YES"]
2. No ? [MOBILEBANK = "NO"]

CREATE DOV: MOBILEBANK

1. "YES"
2. "NO"

Base: DOV_MOBILEBANK=2

Q27 [S]

Do you plan to use mobile banking in the next 12 months?

1. Definitely will use
2. Probably will use
3. Probably will not use
4. Definitely will not use

Base: DOV_MOBILE=1 AND Q1=1

Q28 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

Using your mobile phone, have you done each of the following in the past 12 months?

PROGRAMMING NOTE: CODE "Yes" AS 1, "No" AS 0, AND REFUSED AS -1.

Statement in rows:

1. Checked an account balance or checked recent transactions
2. Made a bill payment using your bank's online banking website or banking app
3. Received an alert (e.g., a text message, push notification or email) from your bank
4. Transferred money between your bank accounts
5. Sent money to relatives or friends within the U.S. using your bank's app or mobile website
6. Sent money to relatives or friends outside the U.S. using your bank's app or mobile website
7. Deposited a check to your account electronically using your mobile phone camera
8. Located the closest in-network ATM or branch for your bank

Answers in columns:

1. Yes
2. No

Base: DOV_MOBILE=1 AND Q1=1

Q29 [S]

Do you have your bank's mobile banking app on your mobile phone?

1. Yes
2. No

Base: DOV_MOBILEBANK=1

Q30 [Q; RANGE: 0-999]

In the past month, about how many times have you personally used mobile banking? If none enter "0".

______ times in the past month

Base: DOV_MOBILEBANK=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q30

Q31 [S]

When did you start using mobile banking?

1. In the last 6 months
2. 6 to 12 months ago
3. 1 to 2 years ago
4. More than 2 years ago
5. I don't remember

Base: DOV_MOBILEBANK=1

Q32 [S]

What was the main reason why you started using mobile banking when you did?

1. I got a smartphone
2. My bank started offering the service
3. There is no bank branch or ATM near my home or work
4. I became comfortable with the security of mobile banking
5. I liked the convenience of mobile banking
6. To receive fraud alerts or check my account for fraudulent transactions
7. Other (Please specify): [TXT]_____________

D. Mobile Payments Users

Base: DOV_MOBILE=1

[DISPLAY; SHOW ON THE SAME SCREEN AS Q33]

Mobile payments are purchases, bill payments, charitable donations, payments to another person, or any other payments made using a mobile phone. This includes using your phone to pay for something in a store as well as payments made through an app, a mobile web browser or a text message.

Base: DOV_MOBILE=1

Q33 [S] [MOBILE = "YES"]

Have you made a mobile payment in the past 12 months?

1. Yes ? [MOBILEPAY = "YES"]
2. No ? [MOBILEPAY = "NO"]

CREATE DOV: MOBILEPAY

1. "YES"
2. "NO"

Base: DOV_MOBILE=1

Q34 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

Using your mobile phone, have you done each of the following in the past 12 months? Please include payments you made through your bank as well as through other companies that are not your bank.

PROGRAMMING NOTE: CODE "Yes" AS 1, "No" AS 0, AND REFUSED AS -1.

Statement in rows:

1. Sent money to relatives or friends within the U.S. (e.g., Venmo, PayPal, Google Wallet, your bank's app)
2. Sent money to relatives or friends outside the U.S. (e.g., WesternUnion or USPS SureMoney, your bank's app)
3. Paid for something in a store using your mobile phone/app (e.g., Starbucks, Apple Pay) instead of cash or a physical payment card
4. Paid for parking, a taxi, car service (e.g., Uber), or public transit
5. Paid a bill using your mobile phone's web browser or an app
6. Purchased a physical item or digital content remotely by using your mobile phone's web browser or an app
7. Made a donation or other payment using a text message

Answer in columns:

1. Yes
2. No

Base: DOV_MOBILEPAY=1

SCRIPTER: SHOW Q35 AND Q36 ON THE SAME SCREEN

Q35 [Q; RANGE: 0-99]

In the past month, about how many times have you used your mobile phone to make any type of mobile payment? If none please enter "0".

______times in the past month

Base: Q34C=1

Q36 [Q; RANGE: 0-99]

In the past month, about how many times have you used your mobile phone to pay for a product or service at a store? If none please enter "0".

______times in the past month

Base: Q34C=2

Q34a [S]

You indicated that you have not made a mobile payment in a store in the past 12 months. Do you plan to use your mobile phone to make a payment in a store in the next 12 months?

1. Definitely will use
2. Probably will use
3. Probably will not use
4. Definitely will not use

Base: DOV_MOBILEPAY=1

Q37 [M]

When making mobile payments, which of the following payment methods do you use?

1. Credit card
2. Debit card
3. Prepaid debit card
4. Bank account
5. Charge to your phone bill
6. Account at a non-financial institution (e.g., PayPal)
7. Other (Please specify): [TXT]_______________

Base: DOV_MOBILEPAY=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q39

Q38 [S]

When did you start using mobile payments?

1. In the last 6 months
2. 6 to 12 months ago
3. 1 to 2 years ago
4. More than 2 years ago
5. I don't remember

Base: DOV_MOBILEPAY=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q38

Q39 [S]

What was the main reason why you started using mobile payments when you did?

1. I got a smartphone
2. The ability to make mobile payments became available
3. I became comfortable with the security of mobile payments
4. I liked the convenience of mobile payments
5. A store I visit started offering the service
6. To take advantage of loyalty or rewards points and discounts
7. Other (Please specify): [TXT]_____________

E. Non-Mobile Banking Users

Base: DOV_MOBILEBANK=2 AND Q25=1

[DISPLAY; SHOW ON SAME PAGE AS Q40]

We would like to ask you about some of your reasons for not using mobile banking.

Base: DOV_MOBILEBANK=2 AND Q25=1

Q40 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

Please tell us if each of the reasons below are why you do not use mobile banking.

PROGRAMMING NOTE: CODE "Yes" AS 1, "No" AS 0, AND REFUSED AS -1.

Statements in rows:

1. I'm concerned about the security of mobile banking
2. My banking needs are being met without mobile banking
3. I don't see any reason to use mobile banking
4. The mobile phone screen is too small
5. I don't have a smartphone
6. My bank charges a fee for using mobile banking
7. I don't do the banking in my household
8. I don't trust the technology
9. It's too difficult to use mobile banking

Answers in columns:

1. Yes
2. No

Base: DOV_MOBILEBANK=2 AND Q25=1

Q41 [M]

Assuming that the concerns that you have about using mobile banking were addressed, would you be interested in doing any of the following activities with your mobile phone?

1. Download your bank's mobile banking app
2. Check an account balance or recent transactions
3. Make bill payments using your bank's website or app
4. Receive alerts (e.g., text message, push notification or email) from your bank
5. Deposit a check electronically using a mobile phone camera
6. Transfer money between your bank accounts
7. Send money to relatives or friends within the U.S.
8. Send money to relatives or friends outside the U.S.
9. Locate the closest in-network ATM or branch
10. None, I don't want to use mobile banking [Exclusive]

Base:Q25=2 OR Q25=3

Q42 [M]

You mentioned that your bank does not offer mobile banking or you are not sure if you bank offers it. If your bank or credit union were to offer mobile banking, would you be interested in doing any of the following activities with your mobile phone?

1. Download your bank's mobile banking app
2. Check an account balance or recent transactions
3. Make bill payments using your bank's website or app
4. Receive alerts (e.g., text message, push notification or email) from your bank
5. Deposit a check electronically using a mobile phone camera
6. Transfer money between your accounts
7. Send money to relatives or friends within the U.S.
8. Send money to relatives or friends outside the U.S.
9. Locate the closest in-network ATM or branch
10. None, I don't want to use mobile banking [Exclusive]

F. Non-Mobile Payments Users

Base: DOV_MOBILEPAY=2

[DISPLAY; shown on the same page as Q43]

We would like to ask you about some of your reasons for not using mobile payments.

Base: DOV_MOBILEPAY=2 AND DOV_MOBILE=1

Q43 [GRID]

SCRIPTER: SHOW THIS TEXT INSTEAD OF DEFAULT INSTRUCTIONS: Please answer yes or no to each option

Please tell us if any of the reasons below are why you do not use mobile payments.

PROGRAMMING NOTE: CODE "Yes" AS 1, "No" AS 0, AND REFUSED AS -1.

Statements in rows:

1. I'm concerned about the security of mobile payments
2. It's easier to pay with cash or a credit/debit card
3. I don't see any benefit from using mobile payments
4. The places I shop don't accept mobile payments
5. I don't have the necessary feature on my phone
6. I don't trust the technology
7. It's difficult or time consuming to set up or use mobile payments
8. I don't need to make any payments or someone else pays the bills
9. I don't really understand all the different mobile payment options

Answers in columns:

1. Yes
2. No

Base: DOV_MOBILEPAY=2

Q44 [M]

Assuming that the reason(s) why you do not currently use mobile payments was addressed, would you be interested in doing any of the following activities with your mobile phone?

1. Sending money to relatives or friends within the U.S.
2. Sending money to relatives or friends outside the U.S.
3. Paying for something in a store using your mobile phone/app instead of cash or a physical payment card
4. Paying for parking, a taxi, car service or public transit
5. Paying a bill using your mobile phone's web browser or an app
6. Purchasing a physical item or digital content remotely by using your mobile phone's web browser or an app
7. Making a donation or other payment using a text message
8. None, I don't want to use mobile payments [S]

G. Mobile Financial Services Security Questions

Base: DOV_MOBILE=1

[DISPLAY; SHOW ON THE SAME SCREEN WITH Q45 AND Q46]

Please rate your perception of the level of security for each of the following mobile financial services from Very Safe to Very Unsafe.

Base: DOV_MOBILE=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q46

Q45 [S]

How safe do you believe people's personal information is when they use mobile banking?

1. Very safe
2. Somewhat safe
3. Somewhat unsafe
4. Very unsafe
5. Don't know

Base: DOV_MOBILE=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q45

Q46 [S]

How safe do you believe people's personal information is when they use a mobile phone to pay for a purchase at a store?

1. Very safe
2. Somewhat safe
3. Somewhat unsafe
4. Very unsafe
5. Don't know

Base: DOV_MOBILE=1

Q47 [S]

Which one of the following security aspects would cause you the most concern about using your mobile phone for financial transactions such as mobile banking or paying for a purchase in a store?

1. My phone getting hacked or someone intercepting my data
2. Someone using my phone without permission to access my account
3. Losing my phone or having my phone stolen
4. Malware or viruses being installed on my phone
5. Companies misusing my personal information
6. Companies (merchants, banks, third parties) not providing sufficient security to protect my mobile transactions
7. All of the above

8. Other (Please specify): [TXT]

   [ADD SPACE]
9. No concerns/I think it is safe

Base: DOV_MOBILE=1

Q48 [GRID]

Do you already use, would like to use, or are unlikely to use your mobile phone for each of the following purposes?

Statements in rows:

1. Track your finances, purchases or expenses
2. Organize, track and store gift cards, memberships, loyalty and reward points
3. Compare prices when shopping
4. Receive and manage discount offers and coupons
5. Receive offers and promotions based on your location

Answers in columns:

1. I already do
2. I would like to
3. I am unlikely to

Base: Q20=1

[DISPLAY; SHOW ON THE SAME SCREEN AS Q49 and Q50]

For the following two questions please rate how much you agree or disagree with the statement on a scale from strongly agree to strongly disagree.

Base: Q20=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q50

Q49 [S]

I am willing to allow my mobile phone to provide my location to companies I shop with regularly so that they can offer me discounts, promotions, or services based on where I am.

1. Strongly agree
2. Agree
3. Disagree
4. Strongly disagree

Base: Q20=1

SCRIPTER: SHOW ON THE SAME SCREEN AS Q49

Q50 [S]

I am willing to answer security questions or provide additional information to my bank or credit union when I log into mobile banking so that my bank can enhance the security of my mobile transaction.

1. Strongly agree
2. Agree
3. Disagree
4. Strongly disagree

H. Shopping Behavior Questions

Base: DOV_MOBILE=1 AND Q20=1

SCRIPTER: SHOW ON SAME SCREEN AS Q51

[DISPLAY]

In this section, we would like to ask you about your shopping habits.

Base: DOV_MOBILE=1 AND Q20=1

SCRIPTER: SHOW ON SAME SCREEN AS Q52

Q51 [S]

Have you ever used your mobile phone to comparison shop over the internet while at a retail store?

1. Yes
2. No

Base: DOV_MOBILE=1 AND Q20=1

SCRIPTER: SHOW ON SAME SCREEN AS Q51

Q52 [S]

Have you ever used a barcode scanning app on your mobile phone while shopping at a retail store to find the best price for an item?

1. Yes
2. No

Base: Q51=1 OR Q52=1

Q53 [S]

Has using your mobile phone to compare prices while you were shopping at a retail store ever changed where you made your purchase?

1. Yes
2. No

Base: DOV_MOBILE=1 AND Q20=1

SCRIPTER: SHOWN ON THE SAME SCREEN AS Q55

Q54 [S]

Have you ever scanned a QR code (similar to a barcode) in a retail store, newspaper, magazine, or billboard advertisement to obtain information about a product on your mobile phone?

1. Yes
2. No

Base: DOV_MOBILE=1 AND Q20=1

SCRIPTER: SHOWN ON THE SAME SCREEN AS Q54

Q55 [S]

Have you ever used your mobile phone to browse product reviews or get product information while shopping at a retail store? This could be done by, for example, googling the product on your mobile browser or scanning a QR code.

1. Yes
2. No

Base: Q55=1

Q56 [S]

Has reading product reviews on your mobile phone while shopping at a retail store ever changed which item you ended up purchasing?

1. Yes
2. No

Base: DOV_MOBILEBANK=1 AND Q20=1

Q57 [S]

In the past 12 months, have you used your mobile phone to check your account balance or available credit before making a large purchase?

1. Yes
2. No

Base: Q57=1

Q58 [S]

Thinking of the most recent time that you checked your account balance or available credit before making a large purchase, did you decide not to buy that particular item because of the amount of money left in your account or the amount of your available credit?

1. Yes
2. No

I. Financial Management (Saving, Budgeting) Questions

Base: Q28C=1

Q59 [M]

You previously mentioned that you receive text message, push notification or email alerts from your financial institution. Do you receive each of the following kinds of alerts?

1. Low balance
2. Payment due
3. Saving reminders
4. Fraud
5. Credit card balance
6. Deposit or withdrawal
7. Statement available notification
8. Other (Please specify): [TXT]___________________________

Base: Q59=1

Q60 [M]

Thinking of the most recent low-balance alert you received, which of the following actions did you take after receiving the alert?

1. Transferred money into the account with the low balance from another account
2. Deposited money into the account with the low balance
3. Reduced my spending
4. None of the above [S]

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III. STANDARD SCREENED OUT TEXT FOR PANEL SAMPLE

<INSERT STANDARD CLOSE>

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END OF QUESTIONNAIRE

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