| Who does the majority of your banking? | Non-seniors | Seniors |
|---|---|---|
| You | 75% | 70% |
| You share responsibility | 18% | 22% |
| Someone else | 6% | 7% |
Intro 1. To start, who does the majority of your banking?
[Non-seniors] Base: n=753; those under 55 [Refusal=<1%]
[Seniors] Base: n=2,254; those 55 plus years [Refusal=<1%]
| Do you currently act on behalf of someone else with regards to banking? | % |
|---|---|
| Yes, act as proxy | 20% |
| No, do not act as proxy | 79% |
Intro 2. Do you currently act on behalf of someone else with regards to banking?
Base: n=2,254; those 55 plus [DK/Refusal=<1%]
| Would you give your bank permission to contact someone you trust if your bank had concerns about your well-being or about questionable transactions in your accounts? | % |
|---|---|
| Yes, would give bank permission to contact someone trusted | 61% |
| No, would not give bank permission to contact someone trusted | 35% |
| Don't know | 3% |
GE1. If given the opportunity, would you give your bank permission to contact someone you trust if your bank had concerns about your well-being or about questionable transactions in your accounts?
Base: n=2,254; those 55 plus who use banking products [Refusal=<1%]
| Non-seniors 55 (n=753) | Seniors (n=2,254) | |
|---|---|---|
| Online | 45% | 42% |
| In person | 11% | 32% |
| ATM | 6% | 15% |
| Mobile app | 35% | 5% |
| Phone | 2% | 4% |
| Other | 1% | 1% |
Q1. Over the past 12 months, what is the most common way you did your banking?
Base: all respondents [DK/Refusal=<1%]
| 18 to 34 (n=374) | 35 to 44 (n=204) | 45 to 54 (n=175) | 55 to 64 (n=850) | 65 to 74 (n=701) | 75+ (n=703) | |
|---|---|---|---|---|---|---|
| Online | 37% | 45% | 57% | 50% | 45% | 23% |
| In person | 12% | 8% | 13% | 23% | 30% | 54% |
| ATM | 4% | 3% | 10% | 13% | 17% | 15% |
| Mobile app | 44% | 39% | 19% | 8% | 4% | 1% |
| Phone | 2% | 3% | 1% | 5% | 4% | 5% |
Q1. Over the past 12 months, what is the most common way you did your banking?
Base: all respondents [DK/Refusal=<1%]
| Non-seniors (n=753) | Seniors (n=2,254) | |
|---|---|---|
| At least once a week | 7% | 14% |
| Several times a month | 10% | 17% |
| Once a month | 22% | 27% |
| Once every few months | 35% | 26% |
| Once a year | 18% | 10% |
| Never | 7% | 6% |
Q2. Over the past 12 months, how often did you do your banking…?
Base: all respondents [DK/Refusal=<1%]
| % | |
|---|---|
| Chequing or savings bank account | 97% |
| Credit card | 87% |
| Registered account | 64% |
| Personal Line of Credit or other loan | 54% |
| Other savings (e.g. GIC) | 29% |
| Mortgage | 26% |
| Home Equity Line of Credit | 24% |
| Reverse mortgage | 2% |
| Other investments (e.g. Mutual Funds) | 1% |
| Stocks and bonds | <1% |
| Other | 1% |
Q3. Which of the following banking products and services do you have? [multiple responses accepted]
Base: n=2,254; those 55 plus [DK/Refusal=1%] [Multiple responses accepted]
| Did you experience any issues when using these banking products or services? | % |
|---|---|
| Yes | 8% |
| No | 92% |
Q4. Over the past 12 months, did you experience any issues when using these banking products or services?
Base: n=2,219; those 55 plus who use banking products [DK=<1%]
| % | |
|---|---|
| Chequing or savings bank account | 44% |
| Credit card | 21% |
| Registered account | 8% |
| Personal Line of Credit or other loan | 6% |
| Other savings (e.g. GIC) | 5% |
| Mortgage | 3% |
| Home Equity Line of Credit | 1% |
| Can't recall | 11% |
Q4a. With what product or service did you experience an issue?
Base: n=170; those 55 plus who experienced issues with banking products
| % | |
|---|---|
| Regular mail | 37% |
| In person at a branch | 25% |
| Via online bank account, bank website, mobile app or online chat support | 18% |
| Via email or text message | 17% |
| By phone | 3% |
Q5. How do you prefer to receive information about your banking products and services?
Base: n=2,246; those 55 plus [DK/Refusal=1%]
| Non-seniors (n=753) | Seniors (n=2,254) | |
|---|---|---|
| Regular mail | 18% | 37% |
| In person at a branch | 12% | 25% |
| Via online bank account, bank website, mobile app or online chat support | 29% | 18% |
| Via email or text message | 37% | 17% |
| By phone | 4% | 3% |
Q5. How do you prefer to receive information about your banking products and services?
Base: all respondents [DK/Refusal=1%]
| Have there been times when you’ve received information from your bank that was difficult to understand? | % |
|---|---|
| Yes | 12% |
| No | 87% |
Q6. Over the past 12 months, have there been times when you’ve received information from your bank that was difficult to understand?
Base: n=2,254; those 55 plus who use banking products [DK=1%]
| % | |
|---|---|
| Rarely | 45% |
| Sometimes | 35% |
| Often | 11% |
| Nearly always | 8% |
Q6a. How often would you say this tended to happen?
Base: n=262; those 55 plus who received difficult information [DK/Refusal=1%]
| Strongly agree | Agree | NET | |
|---|---|---|---|
| You are treated with respect and professionalism when you do your banking. | 74% | 18% | 92% |
| Bank employees make an effort to understand your needs. | 55% | 27% | 82% |
| Bank employees ensure that you understand your banking products and services. | 54% | 27% | 81% |
| Bank employees know how to address your needs. | 50% | 29% | 79% |
| You rely on the advice of your bank when you make decisions about your banking products and services. | 31% | 28% | 59% |
TR. Thinking about the interactions you’ve had during the past 12 months, please tell me how much you agree or disagree with the following statements….
Base: n=2,254; those 55 plus who use banking products [DK/Refusal=<1%-1%]
| Non-seniors | Seniors | |||
|---|---|---|---|---|
| Strongly agree | Agree | Strongly agree | Agree | |
| You are treated with respect and professionalism when you do your banking. | 68% | 22% | 74% | 18% |
| Bank employees make an effort to understand your needs. | 44% | 34% | 55% | 27% |
| Bank employees ensure that you understand your banking products and services. | 41% | 32% | 54% | 27% |
| Bank employees know how to address your needs. | 41% | 31% | 50% | 29% |
| You rely on the advice of your bank when you make decisions about your banking products and services. | 25% | 28% | 31% | 28% |
TR. Thinking about the interactions you’ve had during the past 12 months, please tell me how much you agree or disagree with the following statements….
Base: n=2,254; those 55 plus who use banking products [DK/Refusal=<1%-1%]
| Bank employees have the skills and knowledge to help you if your bank identified questionable transactions in your accounts that might be signs of financial abuse, fraud, or scams | % |
|---|---|
| Strongly agree | 42% |
| Agree | 26% |
| Neither agree nor disagree | 16% |
| Disagree | 3% |
| Strongly disagree | 2% |
| Not applicable | 6% |
FR1. Thinking about the interactions you’ve had during the past 12 months, please tell me how much you agree or disagree with he following statements….
Base: n=2,254; those 55 plus who use banking products [DK/Refusal=4%]
| Bank employees have the skills and knowledge to help you if your bank identified questionable transactions in your accounts that might be signs of financial abuse, fraud, or scams | Non-seniors (n=753) % | Seniors (n=2,254) % |
|---|---|---|
| Strongly agree | 33% | 42% |
| Agree | 29% | 26% |
| Neither agree nor disagree | 20% | 16% |
| Disagree | 6% | 3% |
| Strongly disagree | 3% | 2% |
FR1. Thinking about the interactions you’ve had during the past 12 months, please tell me how much you agree or disagree with he following statements….
Base: all respondents who use banking products [DK/Refusal=4%]
| Has your bank ever provided you with information about protecting yourself from financial abuse, fraud, or scams? | % who have not been provided with information |
|---|---|
| 18 to 34 (n=374) | 31% |
| 35 to 44 (n=204) | 35% |
| 45 to 54 (n=175) | 30% |
| 55 to 64 (n=850) | 34% |
| 65 to 74 (n=701) | 40% |
| 75+ (n=703) | 51% |
FR2. Has your bank ever provided you with information about protecting yourself from financial abuse, fraud, or scams?
Base: all respondents who use banking products [Refusal=<1%]
| % | |
|---|---|
| Daily | 11% |
| At least once a week | 28% |
| Several times a month | 14% |
| Once a month | 8% |
| Once every few months | 2% |
| Once a year | 1% |
| Never | 34% |
| Do not use the internet | 1% |
TE1. How often do you use online banking? This includes banking on your computer, tablet or other mobile device.
Base: n=2,254; those 55 plus who use banking products [DK/Refusal=1%]
| % | |
|---|---|
| No issues | 74% |
| Server issues - website crashing/freezing | 9% |
| Forgetting your password | 3% |
| Trouble navigating the website | 3% |
| Transferring money accidentally | 2% |
| Lost/misplaced log in information | 1% |
| Experienced fraud/security issues | 1% |
| Internet connection issues | 1% |
| Issues with the mobile app (general) | 1% |
| Difficulty reversing or stopping transactions | 1% |
| Did not remember how to log in | 1% |
| Other | 1% |
| Don't know | 5% |
TE3. Over the past 12 months, what issues, if any, did you encounter when using online banking?
Base: n=1,402; those 55 plus who use banking products and bank online [Refusal=<1%] [Multiple responses accepted]
| Any health issues that made it difficult to access products or services from your bank? | % |
|---|---|
| Yes | 5% |
| No | 95% |
TE4. Over the past 12 months, have you had any health issues that made it difficult to access products or services from your bank?
Base: n=2,254; those 55 plus who use banking products [DK/Refusal=<1%]
| Have you been affected by the closure of your local bank branch? | % |
|---|---|
| Yes | 13% |
| No | 87% |
TE5. Over the past 5 years, have you been affected by the closure of your local bank branch?
Base: n=2,254; those 55 plus who use banking products [DK=<1%]