[Wave 1-10]
FCAC1: To the best of your knowledge, does the government of Canada have a department or agency dedicated to protecting financial consumers?
Base: n=12,101; all respondents. Refused to respond excluded.
Final Report
Prepared for the Financial Consumer Agency of Canada
Supplier Name: Phoenix SPI
Contract Number: 5R000-200258-001-CY
Award Date: 2020-07-15
Contract Value: $229,990.46 (including taxes)
Delivery Date: 2021-09-27
Registration Number: POR 014-20
For more information on this report, please contact the Financial Consumer Agency of Canada at: info@fcac-acfc.gc.ca
Survey of Canadians' Use of Banking Products and Services
This public opinion research report presents the results of online surveys conducted by Phoenix SPI on behalf of the Financial Consumer Agency of Canada with Canadians aged 18 and older who have a product or service with a bank. Over a 10-month period, 12,183 surveys were completed between July 31, 2020, and April 19, 2021. A follow-up survey was conducted April 7 to April 16, 2021, with 1,599 respondents who completed the survey during waves 1 through 6.
This publication may be reproduced for non-commercial purposes only. Prior written permission must be obtained from FCAC. For more information on this report, please contact FCAC at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, ON K1R 1B9
Catalogue Number:FC5-72/2021E-PDF
International Standard Book Number (ISBN):978-0-660-40477-6
Related publications (POR registration number: POR 038-20):
Catalogue number (Final report, French) FC5-72/2021F-PDF
ISBN:978-0-660-40478-3
Aussi offert en français sous le titre : L'Enquête sur l'utilisation, par les Canadiens, des produits et services bancaires.
© Her Majesty the Queen in Right of Canada, as represented by the Minister of Finance Canada, 2021.
Phoenix Strategic Perspectives Inc. (Phoenix SPI) was commissioned by the Financial Consumer Agency of Canada (FCAC) to conduct quantitative research on consumers' experiences with their banks during the COVID-19 crisis.
1. Research purpose and objectives
In March 2020, banks began to implement their business continuity plans in response to the COVID-19 global crisis. To better understand the impact of these measures on Canadian consumers, FCAC commissioned a monthly survey to collect quantitative data on consumers' experiences with their banks during the COVID-19 crisis. The primary research objective was to understand how banks' responses to the pandemic affected Canadians.
2. Methodology
This research included both a monthly tracking survey and a follow-up survey for a sub-set of those who completed the monthly survey. The monthly online survey was administered to 12,183 Canadians, aged 18 and older, who had a product or service with a bank at the time of the research. The sample was drawn from Advanis' proprietary General Population Random Sample (GPRS) developed using probability-based recruitment. Based on a sample of this size, the overall results can be considered accurate within ±0.89%, 19 times out of 20. The fieldwork was conducted July 31, 2020, to April 19, 2021. In all, 1,599 respondents completed the follow-up survey, which was conducted April 7 to 16, 2021. No margin of error can be provided for the follow-up survey because it was a non-probability sample.
3. Key Findings
Half of Canadians are aware the government has department dedicated to protecting financial consumers.
Majority of Canadians used contactless banking before March 2020
Most Canadians prefer debit or credit cards for day-to-day purchases
Just over half are using contactless payment methods more often than they did a year ago
Many are unaffected by retailers who no longer accept cash
Most Canadians did not experience any issues related to branch closures
Most incurred no fees or interest related to COVID-19
Majority said their bank provided information about COVID-19
Half are satisfied with their bank's response to COVID-19 and are familiar with their options if they needed financial help
Majority have not had a problem with their bank during the pandemic; those who have pointed to poor customer service
Half who contacted their bank about financial assistance received financial help
Few applied for or opened a new financial product via online banking since March 2020
Nearly a quarter discovered their bank or credit card number was used without authorization
Vast majority contacted their financial institution about unauthorized transactions
4. Limitations of the research and use of the results
The results for the monthly tracking survey are generalizable to the population of Canadians aged 18 and older who have a product or service with a bank. The results of the follow-up survey are not representative of the population because respondents were drawn from among those who completed the online survey during waves 1 to 6 of the monthly survey. The results of this research will inform the supervisory and financial literacy work of FCAC and its stakeholders.
5. Political Neutrality Certification
I hereby certify, as a Senior Officer of Phoenix Strategic Perspectives, that the deliverables fully comply with the Government of Canada political neutrality requirements outlined in the Communications Policy of the Government of Canada and Procedures for Planning and Contracting Public Opinion Research. Specifically, the deliverables do not contain any reference to electoral voting intentions, political party preferences, standings with the electorate, or ratings of the performance of a political party or its leader.
Signed:
(original signed by)
Alethea Woods, President
Phoenix Strategic Perspectives Inc.
6. Contract value
The contract value was $229,990.46 (including HST).
Phoenix Strategic Perspectives Inc. (Phoenix SPI) was commissioned by the Financial Consumer Agency of Canada (FCAC) to conduct an online monthly tracking survey on consumers' experiences with their banks during the COVID-19 crisis, including a follow-up online survey of selected respondents.
FCAC is a federal government regulatory agency created to protect and inform consumers of financial products and services. As a federal regulatory agency, FCAC is responsible for:
In March 2020, banks began to implement their business continuity plans in response to the COVID-19 global crisis. For example, to help slow the spread of the virus, banks adjusted branch hours and temporarily closed some branches. Such changes can be expected to affect consumers at a time when many are experiencing the financial effects of the COVID-19 crisis and may require more from their financial institution.
To better understand the impact of these measures on Canadian consumers, FCAC commissioned a monthly survey to collect quantitative data on consumers' experiences with their banks during the COVID-19 crisis. The primary research objective was to understand how banks' responses to the pandemic affected Canadians. More specifically, this research was designed to collect information about:
The results of this research will inform the supervisory and financial literacy work of FCAC and its stakeholders.
This research included both a monthly tracking survey and a follow-up survey of a sub-set of those who completed the monthly survey. What follows is a brief description of the methodologies; for more details, please see the Appendix: 1. Technical Specifications.
An online survey was administered to 12,183 Canadians, aged 18 and older, who have a product or service with a bank. The sample was drawn from Advanis' proprietary General Population Random Sample (GPRS), which was developed using probability-based recruitment; specifically, RDD via Interactive Voice Response (IVR) and via live Computer Assisted Telephone Interviewing (CATI). One wave per month of approximately 1,000 surveys was conducted in order to create a time-series to identify trends. Based on a sample of this size, the overall results can be considered accurate within ±0.89%, 19 times out of 20. The margin of error is greater for results pertaining to subgroups of the total sample. Data were weighted to reflect the population in terms of age and gender and were based on Statistics Canada 2016 census data. The fieldwork was conducted July 31, 2020, to April 19, 2021.
An online survey was conducted with a sub-set of respondents from waves 1 to 6 of the monthly tracking survey. A total of 2,988 individuals who completed the monthly survey agreed to be re-contacted for the purpose of a follow-up survey. All 2,988 individuals were invited to complete the follow-up survey. In all, 1,599 respondents from the monthly surveys completed the follow-up survey between April 7 and 16, 2021.
This chapter details the findings of the monthly tracking survey. A total of 12,183 Canadians aged 18 and older, who have a product or service with a bank, participated in the surveys.
Half aware government has department dedicated to protecting financial consumers
Just over half of Canadians (55%) said they are aware the government of Canada has a department or agency dedicated to protecting its financial consumers. Among the rest, approximately one-third (35%) did not know and 10% said no there is not such a department or agency.
[Wave 1-10]
FCAC1: To the best of your knowledge, does the government of Canada have a department or agency dedicated to protecting financial consumers?
Base: n=12,101; all respondents. Refused to respond excluded.
The likelihood of being aware that the government of Canada has a department or agency dedicated to protecting financial consumers was significantly higher among respondents from Ontario compared to those from the West and Quebec, as well as among recent immigrants compared to those who immigrated to Canada more than five years ago.
One in four aware government has department dedicated to financial education
Fewer Canadians (25%) said they are aware the government of Canada has a department dedicated to the financial education of consumers. Among the rest, 46% did not know and 29% said no there is not such a department or agency.
[Wave 1-10]
FCAC2: To the best of your knowledge, does the government of Canada have a department or agency dedicated to the financial education of consumers?
Base: n=12,102; all respondents. Refused to respond excluded.
Awareness that the government of Canada has a department or agency dedicated to the financial education of consumers was highest among recent immigrants and lowest among those born in Canada. Additionally, visible minorities were more likely than others to have said they know that such a government department or agency exists.
Limited familiarity with the Financial Consumer Agency of Canada
Few Canadians (8%) claimed at least some familiarity with the Financial Consumer Agency of Canada (FCAC). Nearly half (48%) said they have never heard of the agency, while four in 10 (41%) claimed to have little or no familiarity with it.
[Wave 1-10]
FCAC3: How familiar would you say you are with the Financial Consumer Agency of Canada?
Base: n=12,143; all respondents Refused to respond excluded.
Visible minorities were more likely than others to have said they are somewhat or very familiar with the FCAC.
Majority of Canadians conducted contactless banking before March 2020
A large majority of Canadians said they engaged in contactless banking methods before March of 2020. Just over half (51%) said they most commonly used their bank's website, approximately one-quarter (24%) said they used a mobile app, 8% used an ATM, and 4% used the phone to complete their banking needs. Thirteen percent said they most commonly did their banking in person at a branch.
[Wave 1-10]
B1: Before March 2020, what was the most common way you did your banking?
Base: n=12,072; all respondents. Don't know/no response excluded.
The following sub-group differences are noteworthy:
Most Canadians prefer debit or credit cards for day-to-day purchases
Surveyed Canadians were most likely to say they prefer to use a debit card (45%) or credit card (43%) to complete their day-to-day purchases. By contrast, very few said they prefer using cash (7%), mobile apps (3%) or electronic money transfers (2%).
[Wave 1-10]
M1: What is your preferred payment method for day-to-day purchases?
Base: n=11,994; all respondents. Don't know/no response excluded.
The following sub-group differences are noteworthy:
More than half use contactless payment methods more often
As the accompanying graph shows, compared to one year ago Canadians use some payment methods more and others less. Contactless payment methods and e-transfers tend to be used more often now compared to a year ago. Over half of surveyed Canadians (56%) indicated that they use contactless methods of payments more often now than last year, with most others (36%) using them about as often. When it comes to e-transfers, the largest proportion (49%) said they use these more often now than a year ago, with most others (43%) using them about as often.
[Wave 5-10]
M4: What is your preferred payment method for day-to-day purchases?
Base: all respondents. Don't know/no response excluded.
For their part, credit, debit cards, and money wallets are more likely to be used about as often now as they were last year. Just over half (52%) indicated that they use debit cards about as often as last year, with over one-quarter (28%) saying they use them more often, and one-in-five saying they use them less often. Nearly half (49%) said they use mobile wallets about as often as a year ago, with others more likely to say they use them less often (31%) than more often (20%). When it comes to credit cards, the largest proportion (47%) said they use these about as often as a year ago, with others twice as likely to say they use them more often (38%) than less often (16%).
Finally, cash and cheques are more likely to be used less often than a year ago. Close to three-quarters (71%) said they use cash less often than a year ago, with most others (24%) saying they use it about as often. A majority (54%) said they use cheques less often than a year ago, with nearly all others (43%) saying they use them about as often.
The following sub-group differences are noteworthy:
Canadians divided when it comes to awareness of increased contactless payment limit increases
Nearly half (47%) of Canadian said they were aware that some credit and debit card issuers have increased their contactless payment limits, while exactly half (50%) said they were not aware (the rest (3%) did not know).
[Wave 1-4]
M2: Recently, some credit and debit card issuers have increased their contactless payment limits. Have you heard about these increases?
Base: n=5,562; all respondents. Refused to respond excluded.
The following were less likely to have heard about the increases: those from Atlantic Canada, respondents with a high school level education or less, those from households reporting annual incomes of under $40,000, and visible minorities.
Half have used contactless payment to make day-to-day purchases over $100
Half of surveyed Canadians (51%) said they have used a contactless payment method to make day-to-day purchases for more than $100, while almost as many (49%) said they have not.
[Wave 1-4]
M3: Have you used contactless payment to make a day-to-day purchase for more than $100?
Base: n=5,329; all respondents. Don't know/no response excluded.
Canadians aged 35 and older were more likely to have used contactless payment for daily purchases of more than $100, as were those from Quebec, those who completed a bachelor's or post-graduate degree, and those from higher income households ($80,000+).
Nearly six in 10 unaffected by retailers who no longer accept cash
Fifty-seven percent (57%) of Canadians said have not been affected at all by retailers who have no longer accepted cash since March of 2020. Conversely, just under one-third (31%) said they have been slightly affected by this change, while approximately one in 10 (11%) said they have been heavily impacted by this.
[Wave 5-10]
M5: Since March 2020, many retailers no longer accept cash. How, if at all, has this affected you?
Base: n=6,577; all respondents. Don't know/no response excluded.
Canadians aged 55+, those from Quebec, and those with a bachelor's or post-graduate degree were less likely than other to say this affected them a little or a lot.
Many prefer credit or debit cards if a retailer no longer accept cash
Debit and credit cards are the options most likely to be used by surveyed Canadians if a retailer no longer accepts cash. Nearly one in four (38%) said they most often use a debit card in such circumstances, and exactly one-third (33%) said they most often use a credit card. These two options were followed at a distance by a contactless payment method (16%).
Only a few respondents said that they use a mobile wallet or electronic transfer under these circumstances (2% each). A small proportion of respondents (5%) said they would find another retailer who accepted cash, while almost as many (4%) said they have not encountered a retailer who does not accept cash.
[Wave 5-10]
M6: If a retailer no longer accepts cash, what payment method do you end up using most often?
Base: n=6,586; all respondents. Don't know/no response excluded.
The following sub-group differences are noteworthy:
Impact of having to change where they do their banking affects Canadians differently
Respondents who said they were affected by the closure of their local bank branch (19%, n=2,294) were affected to different degrees in terms of their ability to conduct their regular banking activities. Just over one-quarter (26%) said the closure of their local bank branch affected their regular banking activity 'a lot' because there are few or no other branches nearby. One-third said this affected their regular banking activities 'a little' since they had to change where they do their banking.
Approximately one in ten (11%) Canadians said they were affected 'not much' because the new location was easy to get to, while 16% said they were 'not at all' affected because they do most of their banking online.
One in five (19%) mentioned "other" reasons which affected their ability to conduct their regular banking activities. Reasons commonly mentioned included lack of access to bank due to reduced or changed hours, lack of access to cash and safety deposit boxes, the need to switch banking methods (i.e., in-person to online), and increased use of ATMs.
[Wave 1-10]
B2: Since the beginning of March 2020, have you been affected by the closure of your local bank branch? Base: n=11,941; all respondents. Don't know/no response excluded
B3: How did this branch closure affect your ability to conduct your regular banking activities? Multiple response accepted.
Base: n=2,294; those said they were affected by local bank branch closure. Don't know/no response excluded.
Immigrants were more likely to have been affected by the closure of their local bank branch as were those with lower levels of formal education, those from households those reporting annual incomes of under $80,000, and visible minorities.
Most Canadians did not experience any issues related to branch closures
Seven in 10 surveyed Canadians (70%) said they did not experience any issues resulting from branch closures. As the accompanying graph shows, among those who did experience issues related to branch closures, the only issues identified with any frequency were difficulty contacting their bank (9%), depositing a cheque in an automatic machine instead of depositing it in a branch (7%), and incurring a fee to use another bank's ABM (5%). Other issues included being charged fees or interest they did not know could be charged, issues accessing funds, inability to get issues with their bank addressed, inability to lodge a complaint with their bank, inability to open a bank account, holds being placed on cheques, and having to cash a cheque elsewhere than their bank.
[Wave 1-10]
B4: Have you experienced any of the following as a result of a branch closure? Multiple response accepted.
Base: n=10,834; all respondents. Don't know/no response excluded.
Respondents from households reporting annual incomes of under $80,000 and visible minorities were less likely to say they did not experience any issues because of a bank closure when compared to those from higher income households and those who are not a visible minority.
Most incurred no fees or interest related to COVID-19
Most respondents (61%) said they incurred no fees or interest on their bank products because of COVID-19. Among those who did incur fees or interest, the most common fees or interest were identified as being overdraft, withdrawals from an automated banking machine, late payment fees, and insufficient funds (multiple responses accepted). The accompanying graph identifies the full list of fees or interests identified.
[Wave 1-10]
B5: Because of COVID-19, have you incurred any of the following fees or interest on your bank products? Multiple response accepted.
Base: n=9,662; all respondents. Don't know/no response excluded.
The following groups were more likely to say they incurred no fees or interest: those aged 55+, those born in Canada, those with a bachelor's or post-graduate degree, those from households with annual incomes of $80,000, and those who are not visible minorities.
Few where refunded the fees or interest they incurred
Among respondents who said they incurred fees or interest charges due to COVID-19 (n=1,459), just over one in five (22%) said they contacted their bank about it. A large majority of those who contacted their bank (80%) said none of the fees or interest charges were refunded. In comparison, only a small percentage said those fees or interest charges were refunded, either entirely (11%) or in part (9%).
[Wave 1-4]
B6: Did you contact your bank about those fees or interest charges?
Base: n=1,459; those who said they incurred fees. Don't know/no response excluded.
B7: Were those fees or interest charges refunded?
Base: n=1,214; those who said they incurred fees. Don't know/no response excluded.
Visible minorities were more likely to report having contacted their bank about the fees or interest charges.
Three-quarters say their credit limits have not changed
Approximately three-quarters (74%) of respondents said their credit limits have not changed since the beginning of March 2020.
As the accompanying graph shows, the nearly one in five (18%) who said their credit limits have changed over that time period identified various ways in which they have changed. These range from all credit limits increasing (5%) to some increasing while others remained the same (8%), to some remaining the same while others decreased (2%), to some increasing while others decreased (1%), to all credit limits decreasing (2%).
[Wave 1-10]
B8: How, if at all, have your credit limits changed since the beginning of March 2020?
Base: all respondents. Don't know/no response excluded.
The following were more likely to say all of their credit limits have increased: those aged 18 to 34, recent immigrants, those with high school or less formal education, those from households reporting annual incomes of under $40,000, and visible minorities.
Figure 16 shows how changes in credit limits have evolved over time. Overall, variations between July of 2020 and April of 2021 have been relatively limited, with some or all credit limits tending to increase slightly over this period.
![Figure 16: Changes to Credit Limits since March 2020 [Time Series]](images_eng/image016.png)
[Wave 1-10]
B8: How, if at all, have your credit limits changed since the beginning of March 2020?
Base: all respondents. Don't know/no response excluded.
Majority said their bank provided information about COVID-19
A majority of surveyed Canadians (61%) said their bank provided them with information about COVID-19. These respondents most often said they received information about steps the bank is taking to provide continued service (59%), followed by information about ways to bank during the pandemic (49%) and how to contact the bank if they need financial help (43%) (multiple responses accepted). Just over one-quarter said they received information about payment deferrals (28%) and about branch closures (27%), while just over one in five (22%) said they received information about how to access government benefits during the pandemic (22%). This was followed by information about budgeting or financial planning (17%), information about signing up for direct deposit and information about waived or lowered fees (13% each), and information about how to lower the interest rate on credit products (8%).
[Wave 1-10]
PB2: What information did your bank provide you? Multiple responses accepted.
Base: n=6,338; those who received information about COVID-19 from their bank. Don't know/no response excluded.
Recent immigrants, those with a bachelor's or post-graduate degree, visible minorities and those from household reporting annual incomes of $40,000+ were more likely than other groups to say their bank provided them with information about COVID-19.
Perceptions regarding bank communications related to COVID-19
Surveyed Canadians who said their bank provided them with information about COVID-19 were asked to rate the extent to which they agree or disagree with the following statements:
A majority of these respondents agreed at least to some extent with each of these statements, but the size of the majority varied. Three-quarters agreed strongly (36%) or somewhat (39%) that the communications from their bank about COVID-19 were easy to understand. Slightly fewer (70%) agreed that they received COVID-19 communications from their bank in their preferred format (33% strongly, 37% somewhat). A smaller majority agreed strongly (21%) or somewhat (35%) that the communications from their bank regarding COVID-19 have been helpful.
Respondents who did not agree with these statements were more likely to be neutral than to disagree with them. Levels of disagreements with these statements ranged from 9-12%.
[Wave 1-4]
PB3: How strongly do you agree or disagree with the following statements about your bank?
Base: those who received information about COVID-19 from their bank. Don't know/no response excluded.
Mixed perceptions regarding bank responses to COVID-19
Surveyed Canadians were asked to rate the extent to which they agreed or disagreed with the following statements:
Respondents' perceptions regarding these issues were mixed. A majority (55%) agreed at least to some extent that they are satisfied with their bank's response to the COVID-19 crisis (24% strongly agreeing). Those who did not agree with this statement were much more likely to neither agree nor disagree (30%) than to disagree (16%). Approximately half (49%) agreed at least to some extent that they knew what options their bank has available if they need financial help, but nearly one-third (31%) disagreed with this, while one in five (20%) neither agreed nor disagreed. Over one-third (37%) agreed at least to some extent that they would like more information about their bank's response to the pandemic, while almost as many (36%) neither agreed nor disagreed and just over one-quarter (27%) disagreed to some extent.
[Wave 1-4]
PB4: How strongly do you agree or disagree with the following statements about your bank?
Base: all respondents. Don't know/no response excluded.
Vast majority have not had a problem with their bank
Most surveyed Canadians (89%) said they had not had a problem with their bank since the beginning of the pandemic in March of 2020. Just over half of those who said they have had a problem with their bank said their problem was related to the COVID-19 pandemic.
[Wave 5-10]
[LEFT] PB6: Since March 2020, have you had a problem with your bank?
Base: n=6,499; all respondents. Don't know/no response excluded.
[RIGHT] PB9: Was the problem related to the COVID-19 pandemic?
Base: n=641; those who had banking problem. Don't know/no response excluded.
Poor customer service is the leading banking problem encountered by Canadians
As the accompanying graph shows, respondents who said they had banking problems (n=731) collectively identified a host of issues they encountered. The most common banking problems related to the behaviour of a bank employee or receipt of poor customer service (28%), followed by an issue that prevented respondents from accessing funds or an unexpected hold placed on a deposited cheque (19%), unexpected banking services or fees and a transaction error (16% each), charges for a banking service not agreed to (11%), and fraud or some other unauthorized access to funds (10%) (multiple responses accepted).
Problems identified less frequently included a problem with the bank's hardship program, being misled or pressured into signing up for a service or product, interest rates that were unexpected/not what they were told, aggressive activities related to debt collection or service cancellation, increasing or lowering credit limits without consent, and data breaches or misuse of personal information.
[Wave 5-10]
PB7: What was the problem? Multiple response accepted.
Base: n=731; those who had banking problem. Don't know/no response excluded.
Most of those who had a banking complaint contacted their bank to resolve it
Over three-quarters (78%) of respondents who had a complaint said they contacted their bank to resolve the issue. More specifically, just over one-third (38%) of those with a complaint said they contacted their bank and their problem was either resolved (27%) or in the process of being resolved (11%), slightly more (40%) said they contacted their bank but their problem was not resolved. Notably, nearly one-quarter (23%) said they did not contact their bank about their complaint.
[Wave 5-10]
PB8: Did you contact your bank about your complaint?
Base: n=746; those who had banking problem. Don't know/no response excluded.
Many are aware about the financial help being offered by Canadian banks
Nearly two-thirds of surveyed Canadians (64%) said they have heard about financial help being offered by Canadian banks since the beginning of COVID-19. Recent immigrants, respondents with a high school education or less, and visible minorities were significantly less likely to have heard about financial help offered by Canadian banks. Notably, awareness increased with education and household income. As respondents' level of education and household income increased, so too did the proportion of respondents reporting they have heard anything about financial help being offered by Canadian banks.
Respondents who heard about the financial help being offered said they most often heard about it on the radio or television (52%), followed by the internet (37%) or directly from their bank (36%) (multiple responses accepted). Over one-quarter (29%) said they learned about these programs through social media (29%). Just under one in five learned about it through print media (18%). Less than one in six learned about it through word of mouth, either a friend or family member (14%) or a professional financial advisor or planner (5%).
[Wave 1-4]
H2: How did you hear about financial help being offered by Canadian banks? [Multiple responses accepted].
Base: n=3,405; those who heard about financial help being offered by banks. Don't know/no response excluded.
Notable sub-group differences include the following:
Most have not tried to contact their bank for financial help because of the pandemic
The aggregated tracking data reveals that, on average, 14% of respondents said they contacted their bank for financial help in relation to the COVID-19 pandemic. There was a notable increase in respondents who contacted their bank for help in November of 2020 (19%) – up 7% from October of that year. Since then, the proportion of respondents who said they contacted their bank has remained relatively steady, though it has declined to 15% as of April 2021.
![Figure 24: Contact with Bank for Financial Help [Time Series]](images_eng/image024.png)
[Wave 1-10]
H3: Since the beginning of March, have you tried to contact your bank for financial help because of the pandemic?
Base: n=all respondents. Don't know/no response excluded.
The following subgroup were more likely to have tried to contact their bank for financial help: those aged 35 to 54, respondents from the West compared to those from Ontario and Quebec, those with a college or high school level education, those with household incomes of under $40,000 compared to those earning $100,000+ annually, and visible minorities.
Over half who communicated with their bank did so by phone
Among those who tried to contact their bank (n=1,817), most said they did so by phone (59%), followed by online (18%), in-person at a bank branch (12%), or through email (11%). Very few (1%) did so by regular mail.
[Wave 1-10]
H5: How did you try to contact your bank?
Base: n=1,817; those who contacted their bank. Don't know/no response excluded.
Those aged 55 and older were more likely than younger Canadians to have tried to contact their bank by going in to a branch. They were also less likely than those aged 18 to 34 to report having used the telephone and more likely than 18 to 34 year olds to have tried to contact their bank by email. Respondents from lower income households were less likely to have contacted their bank online and more likely to have done so in person at a branch.
Nearly half said their bank contacted them by phone
Among those who received financial help from their bank (n=823), nearly half (48%) said their bank informed them about the terms and services of this program by phone. This was followed by email (25%), online (21%), and in-branch (16%). Relatively few (6%) were contacted by regular mail.
[Wave 1-10]
H9: How did your bank tell you about the terms and conditions of the program? Multiple responses accepted.
Base: n=823; those who received financial help. Don't know/no response excluded.
Respondents from the west were less likely to have heard about the terms and conditions of the program by phone (as compared to those from Ontario and Quebec), while visible minorities were more likely to have been informed by their bank by phone.
Majority who contacted their bank received financial help
Of those who contacted their bank (n=1,644) just over half (52%) said they received financial help. By contrast, just over one in five (21%) said they were denied financial help. Among those who contacted their bank there were also some who were offered financial help but declined after the program was explained (8%), gave up because wait times were too long (12%), or gave up because they did not know who to contact within the bank (7%).
[Wave 1-10]
H6: Which of the following best describes what happened when you tried to contact your bank? Base: n=1,644 those who contacted their bank. Don't know/no response excluded.
Notable sub-group differences include the following:
Figure 28 shows how the various outcomes of contact with banks has varied over time. Between July of 2020 and April of 2021, the proportion of surveyed respondents who received financial help has fluctuated, ranging from a high of 60% in September of 2020 to a low of 43% in March 2021. The aggregated tracking data reveals that, on average, 52% of those who contacted their bank received financial help.
![Figure 28: Outcome of Contact with Bank [Time Series]](images_eng/image028.png)
[Wave 1-10]
H6: Which of the following best describes what happened when you tried to contact your bank?
Base: those who contacted their bank. Don't know/no response excluded.
Those who received financial help most often did so by deferred mortgage payments
Among those who received financial help from their bank (n=810) just over half (52%) obtained deferred mortgage payments. The next most common were deferred payments on a car loan (17%) and outstanding credit card balances (15%), or reduced interest rates on credit card balances (10%) (multiple responses accepted). Small numbers (5% or less) obtained increased credit limits on a personal line of credit or credit card, reduced interest rates on credit products other than a credit card, and increased credit limits on a home equity line of credit. Other forms of financial help received included applying for personal and business loans, setting up the Canada Emergency Response Benefit (CERB) payments, and assistance with investments.
[Wave 1-10]
H8: What sort of financial help did you receive? Multiple response accepted.
Base: n=810; those who received financial help. Don't know/no response excluded.
As the accompanying tracking graph shows, receipt of deferrals of mortgage payments has declined over time from a high of 69% in July of 2020 to 49% in April of 2021.
![Figure 30: Type of Financial Help Received [Time Series]](images_eng/image030.png)
[Wave 1-10]
H8: What sort of financial help did you receive? Multiple response accepted.
Base: n=810; those who received financial help. Don't know/no response excluded.
Seven in 10 enrolled in a financial help program for less than 6 months
Among those who accepted financial help from their bank through a hardship program (n=770), seven in 10 (70%) were enrolled in the program for less than six months (over one-third for less than three months). The accompanying graph provides a more specific breakdown of the length of time respondents were involved in a financial help program.
[Wave 1-10]
H10: For how long did you enroll in the program?
Base: n=770; those who received financial help. Don't know/no response excluded.
Most who did not contact their bank did not experience financial hardship
Among those who did not try to contact their bank (n=9,642), over two-thirds (71%) said that they did not do so because they did not experience any financial hardship. About one in 10 respondents said they lacked confidence that their issue would be resolved in their favour (11%). Smaller numbers (5% or less) pointed to the following reasons: the financial amount involved being insignificant, not knowing how or who to contact, the amount of effort involved, the length of time it would take, and the difficulties involved in contacting their bank.
[Wave 1-10]
H4: Why have you not tried to contact your bank? Multiple response accepted.
Base: n= 9,642; those who did not contact their bank for financial help. Don't know/no response excluded.
The likelihood of saying they did not experience any financial hardship increased with age, and it was higher among respondents from Ontario and Quebec (versus those from the West), those born in Canada, and those who are not a visible minority. The likelihood of not experiencing financial hardship increased with household income.
Refusal of financial help due to concerns about future obligations, or perception that the help would not give much benefit
Those who declined financial help (n=167) most often explained that they did so because they believed the help would not have given them much benefit or because they were concerned about implications of future obligations (28% each). Approximately one in five said they did not like the details of the program (22%) or found other means of financial help (21%). Reasons identified less frequently included the negative effects on their credit rating resulting from such help (13%), the effort required (11%), and the length of time required (4%).
[Wave 1-10]
H7: Why did you decline financial help? Multiple response accepted.
Base: n= 167; those who declined financial help. Don't know/no response excluded.
Perceptions of banks' financial assistance programs
Using a five-point scale (strongly agree, somewhat agree, neither agree nor disagree, somewhat disagree, strongly disagree), respondents who received financial assistance from their bank were asked to what extent they agreed with the following statements:
Over two-thirds of respondents who received financial assistance from their bank agreed with each of these statements, and in all but one case agreement was more likely to strong than moderate. Over three-quarters expressed satisfaction with the way the bank responded to their request (80%) and agreed that they understand their obligations under the program (79%). Over two-thirds agreed that their bank clearly disclosed the terms and conditions of their program (71%) and that they trust the advice the bank gave them about their options (68%). Levels of disagreement with these statements ranged from 15-20% and were highest regarding banks clearly disclosing the terms and conditions of the program.
[Wave 1-10]
H13: On a scale of 1 to 5, please indicate how much you agree or disagree with the following statements.
Base: those who received financial help. Don't know/no response excluded.
Using the same scale, respondents who contacted their bank were asked to what extent they agreed with the following statements:
While a majority of respondents who contacted their bank agreed with each of these statements, the size of the majority varied. Approximately three-quarters of Canadians who contacted their bank agreed that the bank dealt with their request in a reasonable amount of time (74%), while two-thirds (66%) agreed that it was easy to contact the bank about the program. Smaller majorities agreed that the bank clearly explained the options available to them (58%), and that the bank kept them informed about the status of their request (56%). Agreement with each of these statements was more likely to be strong than moderate. Levels of disagreement with these statements ranged from 21-32% and were highest regarding banks keeping respondents informed about the status of their requests.
[Wave 1-10]
H14: On a scale of 1 to 5, please indicate how much you agree or disagree with the following statements.
Base: those who contacted their bank. Don't know/no response excluded.
Most who gave up seeking financial assistance from their bank did not contact another financial institution
Among respondents who gave up trying to contact their bank for financial help because of the pandemic (n=1,719), two-thirds said they did not contact any other type of financial institutions to access help because of the pandemic. Those who did most often contacted other lenders (16%) followed by an insurance company (10%), credit union (5%), or securities firm (2%) (multiple responses accepted).
[Wave 1-10]
H15: Did you contact any other types of financial institutions to access financial help because of the pandemic? Multiple response accepted.
Base: n= 1,719; those who gave up trying to contact their bank about hardship programs. Don't know/no response excluded.
Those from households with annual incomes of under $40,000 and those who completed high or less education were more likely than others to report contacting other lenders to access financial help.
Majority say their hardship program has ended
The aggregated tracking data reveals that, on average, 68% of respondents who received financial help reported that their hardship program had ended. As the accompanying graph shows, however, the proportion of respondents reporting this has fluctuated over time, ranging from a low of 43% in August 2020 (wave 2) to a high of 80% in February 2021 (wave 8).
![Figure 37: End of Hardship Program [Time Series]](images_eng/image037.png)
[Wave 1-10]
H11: Has your program ended?
Base: those who received financial help. Don't know/no response excluded.
One-third were contacted by their bank to discuss the end of the program
The aggregated tracking data also shows that, on average, 31% of Canadians enrolled in a hardship program that has ended reported their bank contacted them before their program ended to discuss the end of the relief measures. That said, as the accompanying graph shows, the proportion of respondents reporting this has fluctuated over time, ranging from a low of 14% in July 2020 (wave 1) to a high of 45% in September 2021 (wave 3). Fluctuations between waves 3 and 9 were relatively limited, only to decline noticeably between waves 9 and 10 (from 38% in March 2021 to 25% in April 2021).
![Figure 38: Contacted by Bank to Discuss Program Ending [Time Series]](images_eng/image038.png)
[Wave 1-10]
H12: Before your program ended, did the bank contact you to discuss the end of the program? Base: those enrolled in a hardship program that has ended. Don't know/no response excluded.
Visible minorities were more likely than others to have had their bank contact them to discuss the end of the program. In contrast, those with household incomes of under $40,000 (compared to those with household incomes of $100,000+), those born in Canada, and those from Quebec (as compared to respondents from Ontario) were less likely to have been contacted by their bank before their program ended.
Nearly half enrolled in program that has ended were offered alternative relief measures
Aggregated tracking data between waves 5-10 reveals that, on average, nearly half (47%) of those who were enrolled in a hardship program that has ended said their bank offered to enroll them in alternative relief measures once their initial program was complete. That said, as the accompanying tracking graph shows, the proportion changed over time, rising from 35% in November 2020 (wave 5) to 64% in January 2021 (wave 7), then fluctuating from January to April 2021.
![Figure 39: Alternative Program Offered after End of Initial Program [Time Series]](images_eng/image039.png)
[Wave 5-10]
H18: What relief measures, if any, did the bank offer to enroll you in once your initial program was complete?
Base: those enrolled in a hardship program that has ended. Don't know/no response excluded.
Among respondents enrolled in a hardship program that has ended (n=410), the majority (60%) indicated that their bank has not offered them continued relief measures. Among those who identified measures that have been offered, the only one identified with any frequency was deferred mortgage payments (14%). Other measures were identified infrequently (4% or less) and are listed in the accompanying graph.
[Wave 5-10]
H18: What relief measures, if any, did the bank offer to enroll you in once your initial program was complete?
Base: n=410; those enrolled in a hardship program that has ended. Don't know/no response excluded.
Ability to keep up with bills following end of hardship program is varied
In terms of how well respondents whose hardship program has ended are keeping up with bills and other financial commitments, aggregated tracking data reveals the following: on average, the largest proportion (42%) said their ability to keep up with bills and financial commitments is about the same, over one-quarter (28%) said it is easier to keep up with bills, and nearly one-third (31%) said it is harder to keep up with bills.
The accompanying graph reveals how perceptions have changed over time. Note that despite some fluctuation, the proportion of respondents who said it is harder to keep up with bills since their financial program has ended has declined from 41% in November 2020 (wave 5) to 24% by April 2021 (wave 10).
![Figure 41: Keeping Bills and Financial Commitments Current [Time Series]](images_eng/image041.png)
[Wave 5-10]
H19: Since your program has ended, which of the following statements best describes how well you are currently keeping up with your bills and other financial commitments?
Base: those enrolled in a hardship program that has ended. Don't know/no response excluded.
This section details the findings of the follow-up survey. A total of 1,599 respondents who previously participated in a monthly survey participated in the follow-up survey.
Virtually all have a personal chequing or savings account
Nearly all (95%) said they have a personal chequing or savings account with a bank, credit union or trust company.
D13: Do you currently have a personal chequing or savings account with a bank, credit union or trust company? Please include any joint account you may have with someone else. Please exclude any investment accounts, such as RESPs, RRSPs and BONDS, and line of credit accounts.
Base: n=1,557; all respondents.
Don't know/no response excluded.
Vast majority currently use online banking method; one in four expect an increase mobile payments
Looking at current banking and payment methods, the majority indicated they use online banking (85%), e-transfers (80%) and contactless purchase with their credit or debit card (78%). Following at a distance, half said they currently use mobile banking (57%) and ATMs (51%), while fewer (46%) use cash. The full range of responses can be found in Figure 43.
When asked if they expect their use of these banking and payment methods to increase, decrease or stay the same once the pandemic is over, majorities indicated they expect their use of these methods to stay the same. However, one in four (24%) expect their use of mobile payments to increase post-pandemic and two in 10 expect their use contactless purchases (21%), cash (20%) and e-transfers (19%) to increase. In contrast, one in four mentioned they expect their use of pre-paid cards (26%) and cash (25%) to decrease once the pandemic is over, while one in five said the same about in-branch banking (20%) and ATMs (19%).
H1: From the list of banking and payment methods below, select the ones you currently use and indicate whether you expect your use to increase, decrease or stay the same once the pandemic is over.
Base: all respondents. Don't know/no response excluded.
Most Canadians use multiple financial institutions
When asked with how many different financial institutions they have debit, credit or prepaid payment cards with, a little over half (55%) the survey respondents said their cards are split between two (39%) or three or more (26%) financial institutions. A third (35%) have all their debit, credit and prepaid payment cards with the same financial institution.
H2: With how many different financial institutions do you have debit cards, credit cards, or prepaid payment cards?
Base: n=1,543; all respondents.
Don't know/no response excluded.
Few applied for or opened a new financial product or service via online banking since March 2020; convenience cited as top reason for doing so
Nearly two in 10 (18%) said they applied for or opened a new financial product or services through online or mobile banking since March 2020. Of those who said they applied for or opened a new financial product or service through online or mobile banking (n=273), close to half (47%) did so because it was convenient. Following this, three in 10 did so because it was faster to use online or mobile banking than going in-person (30%) and because they wanted to minimize in-person contact (28%). The full range of responses can be found in Figure 45.
[LEFT] H3: Since March 2020, have you applied for or opened a new financial product or service, such as a chequing account, credit card, or mortgage, through online or mobile banking? Base: n=1,579; all respondents. Don't know/no response excluded.
[RIGHT] H4: For what reasons did you apply for or open a new financial product or service through online or mobile banking instead of doing so in person? Base: n=273; those who said they opened a new financial product/service via online or mobile banking. Multiple responses accepted.
Few delayed applying for or opening a new financial product or service via online banking since March 2020; reduced income cited as top reason for doing so
Fewer than two in 10 (16%) said they delayed applying for or opening a new financial product or service since March 2020. Of those who said they delayed applying for opening a new financial product or service (n=255), just over one-third (35%) did so because their income was reduced compared to the previous year and one-quarter (24%) did so because they could not visit a branch and meet with a customer service representative due to the branch closures. The full range of responses can be found in Figure 46.
[LEFT] H5: Since March 2020, have you delayed applying for or getting a new financial product or service? Base: n=1,562; all respondents. Don't know/no response excluded.
[RIGHT] H6: For what reasons did you delay applying for or getting a new financial product or service? Base: n=255; those who said they delayed applying for or getting a new financial product/service. Multiple responses accepted.
Very few shared their online and mobile banking login information to get financial advice or to purchase financial products or services
Five percent of respondents said they shared their online or mobile banking login information in the past with a company to get financial advice or to purchase financial products or services. Of those who shared their online or mobile banking with a company (n=71), just over half (54%) said they currently share this information with a financial institution.
[LEFT] H7: Have you ever shared your online or mobile banking login information, such as your username and password, with a company other than your financial institution to get financial advice or to purchase financial products or services? Base: n=1,573; all respondents.
[RIGHT] H8: Are you currently sharing your online or mobile banking login with a company other than your financial institution to get financial advice or to purchase financial products or services? Base: n=71; those who said they shared online or mobile banking login information with a company other than their FI. Don't know/no response excluded.
Nearly a quarter discovered their bank or credit card number was used without authorization
Almost a quarter discovered that someone used their bank or credit card number to pay for goods without their authorization in the last two years. Eighteen percent said only their credit card number was used for unauthorized transactions, while comparatively few said only their debit card number (4%) or both their credit and debit card numbers (2%) were used to pay for goods without their authorization. In contrast, more than three-quarters (77%) of respondent said neither their bank nor credit card number was used without their authorization in the last two years.
Since March 2020, a little over one in 10 (13%) said someone used their bank or credit card number to pay for goods without their authorization, with exactly 10% saying only their card numbers was used. In contrast, nearly nine in 10 (87%) said neither their bank nor credit card number was used without their authorization.
FR1/FR2: In the last 2 years, have you discovered that someone has used your bank or credit card number to pay for goods without your authorization? Base: n=1,531; all respondents.
FR1: Since March 2020, have you discovered that someone has used your bank or credit card number to pay for goods without your authorization? Base: n=1,521; all respondents.
Don't know/no response excluded.
Unauthorized transactions most commonly occurred once
Those who said their bank (n=26) or credit card (n=120) number was used without their authorization were most likely to have experienced this once only (77% and 66%, respectively).
FR3: How many times did this occur? Base: those who reported someone used their bank or credit card number without their authorization. Don't know/no response excluded.
Vast majority contacted their FI about unauthorized transactions
Nearly nine in 10 (88%) of those who had issues with unauthorized transactions contacted their financial institution about these transactions. When asked which type of financial institution they contacted, the majority (86%) contacted their bank. Very few contacted a credit union (5%) or trust company (1%).
[LEFT] FR5: Did you contact your financial institution about the unauthorized transaction? Base: n=347; those who had issues with unauthorized use bank or credit card. Don't know/no response excluded.
[RIGHT] FR6: What kind of financial institution did you contact? Base: n=302; those who contacted their FI about unauthorized transactions.
FIs cited varying reasons cited for not reimbursing unauthorized transaction
Of the respondents who were not reimbursed for the unauthorized transaction (n=23), seven respondents mentioned their financial institution did not reimburse them because the incident was viewed as a dispute with the merchant. Other reasons cited by financial institutions for not reimbursing unauthorized transactions included it took too long for the respondent to report the issue, the respondent authorized the transaction, and the respondent's PIN was used during the transaction.
Due to the small sample size, the following graph depicts the feedback as number of respondents rather than as a percentage.
FR8: Which of the following reasons did your financial institution give you for not reimbursing you for the unauthorized transaction? Base: n=23*; those who were not reimbursed for the unauthorized transactions.
*Exercise caution due to the small sample size.
The following specifications applied to the monthly tracking survey:
| Field Dates | Sample Size | |
|---|---|---|
| Wave 1 | July 31 to August 10, 2020 | n=1,179 |
| Wave 2 | August 24 to September 3, 2020 | n=1,462 |
| Wave 3 | September 21 to October 2, 2020 | n=1,614 |
| Wave 4 | October 16 to October 26, 2020 | n=1,265 |
| Wave 5 | November 17 to November 24, 2020 | n=1,058 |
| Wave 6 | December 9 to December 22, 2020 | n=1,098 |
| Wave 7 | January 13 to January 27, 2021 | n=1,004 |
| Wave 8 | February 10 to February 24, 2021 | n=1,026 |
| Wave 9 | March 10 to March 17, 2021 | n=1,301 |
| Wave 10 | April 1 to April 19, 2021 | n=1,176 |
| Recruited via CATI | Voicemail + Invite | Survey Completions | Participation Rate | |
|---|---|---|---|---|
| Wave 1 | 1,502 | 1,881 | 1,179 | 34.8% |
| Wave 2 | 1,630 | 2,009 | 1,462 | 40.2% |
| Wave 3 | 2,039 | 1,819 | 1,614 | 41.8% |
| Wave 4 | 1,278 | 1,394 | 1,265 | 47.3% |
| Wave 5 | 1,240 | 1,710 | 1,058 | 35.9% |
| Wave 6 | 1,823 | 2,569 | 1,098 | 25.0% |
| Wave 7 | 1,633 | 2,211 | 1,004 | 26.1% |
| Wave 8 | 1,572 | 2,502 | 1,026 | 25.2% |
| Wave 9 | 394 | 681 | 1,301 | --%Footnote 2 |
| Wave 10 | 1,589 | 2,192 | 1,176 | 31.1% |
The following specifications applied to the follow-up survey:
Regarding non-response:
| Unweighted | Weighted | |
|---|---|---|
| British Columbia | 15.5% | 12.6% |
| Alberta | 14.2% | 12.5% |
| Saskatchewan and Manitoba | 7.0% | 5.7% |
| Ontario | 37.3% | 39.1% |
| Quebec | 16.0% | 22.5% |
| Atlantic | 8.7% | 6.6% |
| Territories | 1.2% | 1.0% |
Introduction
[BILINGUAL LANDING PAGE: If language preference is known, English first for panelists with an English preference and French first for those with a French preference. If language preference is not known, English first outside of Quebec and French first for Quebec]
Please select the language in which you wish to complete the survey.
Veuillez choisir la langue dans laquelle vous désirez répondre au sondage.
[NEXT]
Thank you for agreeing to take part in this short survey being conducted on behalf of the Government of Canada by Phoenix SPI. The survey should take no more than 15 minutes to complete and is voluntary and completely confidential.
The information provided will be administered according to the requirements of the Privacy Act. Your responses will not be used to identify you, and none of your opinions will be attributed to you personally in any way. To view Phoenix SPI's privacy policy, click <here>.
This survey is registered with the Canadian Research Insights Council's Research Verification Service. The project verification code is: 20200722-PH163. Click <here> to verify the legitimacy of this survey.
Screening Questions [1 minute]
S1 d_age. In what year you were born?
S2 d_agerange. [if S1 = 2002 or 98] Would you be willing to indicate in which of the following age categories you belong?
S3 PROV. In which province or territory do you live?
S4 d_indigenous Are you of First Nations, Métis or Inuit descent?
S5 d_imm. Were you born in Canada?
S6 d_immstat. In which year did you first immigrate or move to Canada?
Questions about FCAC and Mandate (1 minute)
FCAC1 protection. To the best of your knowledge, does the government of Canada have a department or agency dedicated to protecting financial consumers?
FCAC2 education. To the best of your knowledge, does the government of Canada have a department or agency dedicated to the financial education of consumers?
FCAC3 familiarity. How familiar would you say you are with the Financial Consumer Agency of Canada?
Hardship programs (5 minutes)
The questions in this survey deal with banking, but please be assured that you will not be asked to provide any information about your personal finances.
H1 hardship_information. Since the beginning of the COVID-19 crisis in March 2020, have you heard anything about financial help being offered by Canadian banks?
H2 information_source. [If H1 = 1] How did you hear about financial help being offered by Canadian banks? Select all that apply
[select all that apply] [Randomize]
H3 help_hardship. Since the beginning of March, have you tried to contact your bank for financial help because of the pandemic?
H4 reason_no_contact. [If QH3 = 2] Why have you not tried to contact your bank? Select all that apply
[select all that apply] [Randomize]
H5 how_contact. How did you try to contact your bank?
[randomize]
H6 accepted_hardship. What happened when you tried to contact your bank?
H7 reason_decline. Why did you decline financial help? Select all that apply
[select all that apply]
[Randomize]
H8 hardship_program. What sort of financial help did you receive? Select all that apply
[select all that apply]
[Randomize]
H9 disclosure_how. How did your bank tell you about the terms and conditions of the program? Select all that apply
[select all that apply]
[Randomize]
H10 program_length For how long did you enroll in the program?
H11 ended Has your program ended?
H18 offered_alternative. What relief measures, if any, did the bank offer to enroll you in once your initial program was complete?
[select all that apply]
[Randomize]
H12 bank_exit Before your program ended, did the bank contact you to discuss the end of the program?
H19 difficuly_payment Since your program has ended, which of the following statements best describes how well you are currently keeping up with your bills and other financial commitments?
H13 likert_hardship. On a scale of 1 to 5, please indicate how much you agree or disagree with the following statements:
[GRID FORMAT]
[ROWS]
[Randomize]
H14 likert general. On a scale of 1 to 5, please indicate how much you agree or disagree with the following statements:
[GRID FORMAT]
[ROWS]
[Randomize]
[COLUMNS]
H15 other_institutions. Did you contact any other types of financial institutions to access financial help because of the pandemic? Select all that apply
[select all that apply]
[Randomize]
H16 hardship_other. If there is anything else you would like to share about the financial help, or hardship programs, being offered by Canadian banks, please enter it in the text box below.
[text field]
branch closures and fees (3 minutes)
B1 method of banking Before March 2020, what was the most common way you did your banking?
B2 affected_closure Since the beginning of March 2020, have you been affected by the closure of your local bank branch?
B3 severity_affected How did this branch closure affect your ability to conduct your regular banking activities? Select all that apply
[select all that apply]
[Randomize]
B4 affected_behaviour. Have you experienced any of the following as a result of a branch closure? Select all that apply.
[select all that apply]
[Randomize]
B5 incurred_fees. Because of COVID-19, have you incurred any of the following fees or interest on your bank products? Select all that apply
[randomize]
[select all that apply]
B6 bank_contact_refund Did you contact your bank about those fees or interest charges?
B7 refund_fees. Were those fees or interest charges refunded?
B8 credit_limits. How, if at all, have your credit limits changed since the beginning of March 2020?
Primary bank (2 minutes)
For the next few questions, please think about your primary bank.
PB1 bank_informed. Has your bank provided you with any information about COVID-19?
PB2 information_provided What information did your bank provide you? Select all that apply
[select all that apply]
[Randomize]
PB3 primary_bank. On a scale of 1 to 5, how strongly do you agree or disagree with the following statements about your bank?
[GRID FORMAT]
[ROWS]
[Randomize]
[COLUMNS]
PB4 bank_response_general. On a scale of 1 to 5, how strongly do you agree or disagree with the following statements about your bank?
[GRID FORMAT]
[ROWS]
[Randomize]
[COLUMNS]
PB6 problem_bank Since March 2020, have you had a problem with your bank?
PB7 problem_description What was the problem? Select all that apply
[Randomize]
PB8 problem_resolved Did you contact your bank about your complaint?
PB9 problem_pandemic Was the problem related to the COVID-19 pandemic?
PB5 final. If there is anything else you would like to share about your bank's response to the COVID-19 crisis, please enter it in the text box below.
[text field]
Miscellaneous (1 min)
M1 pay_method. What is your preferred payment method for day to day purchases?
[randomize]
M2 pay_limits. Recently, some credit and debit card issuers have increased their contactless payment limits (i.e., tapping your card to pay without having to enter your PIN). Have you heard about these increases?
M3 used_limit. Have you used contactless payment to make a day to day purchase for more than $100?
M4 payment_frequency Compared to last year, are you using the following payment methods less often, about as often, or more often:
M5 affected_cash Since March 2020, many retailers no longer accept cash. How, if at all, has this affected you?
M6 cash_replacement If a retailer no longer accepts cash, what payment method do you end up using most often?
Demographic (4 min)
These last questions will help us group your answers with others that we will receive in this survey.
D1 gender. What is your gender?
D2 d_edu. What is the highest level of education you have completed?
D3 d_work_status. In February 2020, which of the following would have best described your work status?
D4 d_income. Which of the following categories best describes your total household income last year?
[definition: household income is the total income of all persons in a household combined, before taxes]
D5 d_income_change. Since the beginning of March 2020, has your total monthly household income…
D6 d_tenant Do you currently own or rent your home?
D7 d_lang. At home, what language do you speak most often?
D8 d_visminority. What is your ethnic or cultural background?
D9 d_disability. Do you consider yourself to have a disability?
D10 marital_status. What is your current marital status?
D11 PC. Finally, to help us better understand how results vary locally and by region, would you please provide the first three digits of your postal code?
This survey was conducted on behalf of the Financial Consumer Agency of Canada (FCAC). Thank you very much for your participation. The results of this survey will help to monitor the financial impact of COVID-19 on Canadians. This survey is registered under the Federal Access to Information Act.
Introduction
[PAGE D'ACCUEIL BILINGUE: Si l'on connaît la préférence linguistique, on utilise d'abord l'anglais pour les participants qui préfèrent l'anglais et le français en premier pour les personnes qui préfèrent le français. Si l'on ne connaît pas la préférence linguistique, on utilise d'abord l'anglais à l'extérieur du Québec et le français en premier au Québec.]
Please select the language in which you wish to complete the survey.
Veuillez choisir la langue dans laquelle vous désirez répondre au sondage.
[SUIVANT]
Nous vous remercions d'avoir accepté de répondre à ce court sondage mené par Phoenix SPI pour le compte du gouvernement du Canada. Il ne vous faudra probablement pas plus de 15 minutes pour y répondre. Vous êtes libre d'y participer ou non et vos réponses demeureront entièrement confidentielles.
Les renseignements fournis seront gérés conformément aux exigences de la Loi sur la protection des renseignements personnels. Vos réponses ne serviront pas à vous identifier et vos opinions ne vous seront pas attribuées personnellement. Pour consulter la politique de confidentialité de Phoenix SPI, cliquez <ici>.
Le sondage est enregistré auprès du Service de vérification des recherches du Conseil de recherche et d'intelligence marketing canadien. Le code de vérification du projet est le suivant: 20200722-PH163. Cliquez <ici> pour vérifier la légitimité du sondage.
Questions de recrutement [1 minute]
S1 d_age. En quelle année êtes-vous né(e)?
S2 d_agerange. [si S1 = 2002 ou 98] Pourriez-vous nous indiquer à quelle catégorie d'âge vous appartenez?
S3 PROV. Dans quelle province ou quel territoire habitez-vous?
S4 d_indigenous Êtes-vous de descendance métisse, inuite ou des Premières Nations?
S5 d_imm. Êtes-vous né(e) au Canada?
S6 d_immstat. En quelle année avez-vous immigré ou déménagé pour la première fois au Canada?
Questions au sujet de l'ACFC et de son mandat (1 minute)
FCAC1 protection. À votre connaissance, le gouvernement du Canada a-t-il un ministère ou un organisme voué à la protection des consommateurs financiers?
FCAC2 education. À votre connaissance, le gouvernement du Canada a-t-il un ministère ou un organisme voué à l'éducation financière des consommateurs?
FCAC3 familiarity. Dans quelle mesure diriez-vous que vous connaissez l'Agence de la consommation en matière financière du Canada?
Programmes d'aide (5 minutes)
Les questions du présent sondage ont trait aux opérations bancaires, mais soyez assuré(e) que l'on ne vous demandera pas de fournir des renseignements concernant vos finances personnelles.
H1 hardship_information. Depuis le début de la crise de la COVID-19 en mars 2020, avez-vous entendu quoi que ce soit au sujet de l'aide financière offerte par les banques canadiennes?
H2 information_source. [Si H1 = 1] Comment avez-vous entendu parler de l'aide financière offerte par les banques canadiennes? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H3 help_hardship. Depuis le début du mois de mars, avez-vous tenté de communiquer avec votre banque pour obtenir une aide financière en raison de la pandémie?
H4 reason_no_contact. [If QH3 = 2] Pourquoi n'avez-vous pas tenté de communiquer avec votre banque? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H5 how_contact. Comment avez-vous essayé de communiquer avec votre banque?
[Alterner l'ordre des choix de réponse]
H6 accepted_hardship. Laquelle des options suivantes décrit le mieux ce qui s'est passé lorsque vous avez essayé de communiquer avec votre banque?
H7 reason_decline. Pourquoi avez-vous refusé l'aide financière? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H8 hardship_program. Quel type d'aide financière avez-vous reçu? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H9 disclosure_how. Comment votre banque vous a-t-elle fait part des modalités du programme? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H10 program_length Pendant combien de temps avez-vous participé au programme?
H11 ended Votre programme est-il terminé?
H18 offered_alternative. Quelles mesures d'aide, s'il y a lieu, votre banque vous a-t-elle offertes après la fin du programme initial?
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H12 bank_exit Avant la fin du programme, la banque a-t-elle communiqué avec vous pour discuter de la fin du programme?
H19 difficuly_payment Parmi les énoncés suivants, lequel décrit le mieux votre capacité de payer vos factures et de respecter vos autres obligations financières depuis la fin du programme?
H13 likert_hardship. En utilisant une échelle de 1 à 5, veuillez indiquer dans quelle mesure vous êtes d'accord ou en désaccord avec les énoncés suivants:
[FORMAT DE GRILLE]
[RANGÉES]
[Alterner l'ordre des choix de réponse]
[COLONNES]
H14 likert general. En utilisant une échelle de 1 à 5, veuillez indiquer dans quelle mesure vous êtes d'accord ou en désaccord avec les énoncés suivants:
[FORMAT DE GRILLE]
[RANGÉES]
[Alterner l'ordre des choix de réponse]
[COLONNES]
H15 other_institutions. Avez-vous communiqué avec d'autres types d'institutions financières pour obtenir une aide financière en raison de la pandémie? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
H16 hardship_other. S'il y a autre chose que vous aimeriez mentionner au sujet de l'aide financière ou des programmes d'aide offerts par les banques canadiennes, veuillez l'inscrire dans la case de texte ci-dessous.
[champ de texte]
Fermetures de succursales et frais (3 minutes)
B1 method of banking Avant le mois de mars 2020, comment effectuiez-vous le plus souvent vos opérations bancaires?
B2 affected_closure Depuis le début du mois de mars 2020, avez-vous été affecté(e) par la fermeture d'une succursale locale de votre banque?
B3 severity_affected Dans quelle mesure la fermeture de cette succursale a-t-elle affecté votre capacité à effectuer vos opérations bancaires courantes? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
B4 affected_behaviour. Avez-vous fait l'expérience de l'une ou l'autre des situations suivantes en raison de la fermeture d'une succursale? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
B5 incurred_fees. En raison de la COVID-19, avez-vous dû payer des frais ou des intérêts sur vos produits bancaires? Sélectionnez toutes les réponses qui s'appliquent.
[Alterner l'ordre des choix de réponse]
[Sélectionnez toutes les réponses qui s'appliquent]
B6 bank_contact_refund Avez-vous communiqué avec votre banque au sujet de ces frais ou de ces intérêts?
B7 refund_fees. Ces frais ou intérêts ont-ils été remboursés?
B8 credit_limits. Dans quelle mesure, s'il y a lieu, vos plafonds de crédit ont-ils changé depuis le début de mars 2020?
Principale banque (2 minutes)
Pour les prochaines questions, veuillez penser à votre banque principale.
PB1 bank_informed. Votre banque vous a-t-elle fourni des renseignements au sujet de la COVID-19?
PB2 information_provided Quels types de renseignements votre banque vous a-t-elle fournis? Sélectionnez toutes les réponses qui s'appliquent.
[Sélectionnez toutes les réponses qui s'appliquent]
[Alterner l'ordre des choix de réponse]
PB3 primary_bank. En utilisant une échelle de 1 à 5, dans quelle mesure êtes-vous d'accord ou en désaccord avec les énoncés suivants concernant votre banque?
[FORMAT DE GRILLE]
[RANGÉES]
[Alterner l'ordre des choix de réponse]
[COLONNES]
PB4 bank_response_general. En utilisant une échelle de 1 à 5, dans quelle mesure êtes-vous d'accord ou en désaccord avec les énoncés suivants concernant votre banque?
[FORMAT DE GRILLE]
[RANGÉES]
[Alterner l'ordre des choix de réponse]
[COLONNES]
PB6 problem_bank Depuis le mois de mars 2020, avez-eu un problème avec votre banque?
PB7 problem_description Avez-vous déjà rencontré l'un ou l'autre des problèmes? Sélectionnez toutes les réponses qui s'appliquent.
[Alterner l'ordre des choix de réponse]
PB8 problem_resolved Avez-vous communiqué avec la banque pour discuter de votre plainte?
PB9 problem_pandemic Le problème était-il lié à la pandémie de la COVID-19?
PB5 final. Si vous désirez mentionner autre chose au sujet de la réaction de votre banque à la crise de la COVID-19, veuillez l'indiquer dans la case de texte ci-dessous.
[champ de texte]
Divers (1 min.)
M1 pay_method. Quelle est la méthode de paiement que vous préférez utiliser pour vos achats courants?
[Alterner l'ordre des choix de réponse]
M2 pay_limits. Récemment, certains émetteurs de cartes de crédit et de débit ont augmenté le montant maximal des paiements sans contact (c.-à-d. lorsque vous approchez votre carte à proximité du lecteur sans devoir indiquer votre NIP). Avez-vous entendu parler de ces augmentations?
M3 used_limit. Avez-vous utilisé les paiements sans contact pour effectuer des achats courants de plus de 100 $?
M4 payment_frequency Comparativement à l'an dernier, utilisez-vous moins souvent, à peu près à la même fréquence ou plus souvent les méthodes de paiement suivantes :
M5 affected_cash Depuis le mois de mars 2020, plusieurs détaillants n'acceptent plus d'argent comptant. Dans quelle mesure, s'il y a lieu, cette décision vous a-t-elle affecté(e)?
M6 cash_replacement Lorsqu'un détaillant n'accepte plus d'argent comptant, quelle méthode de paiement utilisez-vous le plus souvent?
Renseignements démographiques (4 min.)
Ces dernières questions nous aideront à regrouper vos réponses avec celles d'autres répondants.
D1 gender. Quel est votre genre?
D2 d_edu. Quel est le plus haut niveau de scolarité que vous avez atteint?
Q3 d_work_status. En février 2020, laquelle des options suivantes décrivait le mieux votre situation d'emploi?
D4 d_income. Laquelle des catégories suivantes décrit le mieux le revenu total de votre ménage l'an dernier?
[définition: le revenu du ménage désigne le revenu total combiné de toutes les personnes de votre foyer, avant impôts]
D5 d_income_change. Depuis le début du mois de mars 2020, le revenu mensuel total de votre ménage a-t-il…
D6 d_tenant Êtes-vous actuellement propriétaire ou locataire du logement que vous habitez?
D7 d_lang. À la maison, quelle langue parlez-vous le plus souvent?
D8 d_visminority. Quelle est votre origine ethnique ou culturelle?
D9 d_disability. Estimez-vous que vous avez un handicap?
D10 marital_status. Quel est votre état civil actuel?
D11 PC. Finalement, pour mieux nous aider à comprendre les variations des résultats au niveau local et selon les régions, pourriez-vous nous fournir les trois premiers caractères de votre code postal?
Le présent sondage a été mené pour le compte de l'Agence de la consommation en matière financière du Canada (ACFC). Nous vous remercions beaucoup pour votre participation. Les résultats du sondage contribueront à évaluer les répercussions financières de la COVID-19 sur les Canadiens. Le sondage est enregistré en vertu de la Loi sur l'accès à l'information du gouvernement fédéral.
Introduction
[BILINGUAL LANDING PAGE: If language preference is known, English first for panelists with an English preference and French first for those with a French preference. If language preference is not known, English first outside of Quebec and French first for Quebec]
Please select the language in which you wish to complete the survey.
Veuillez choisir la langue dans laquelle vous désirez répondre au sondage.
[NEXT]
Thank you for agreeing to take part in this short survey being conducted on behalf of the Government of Canada by Phoenix SPI. The survey should take no more than 5 minutes to complete and is voluntary and completely confidential.
The information provided will be administered according to the requirements of the Privacy Act. Your responses will not be used to identify you, and none of your opinions will be attributed to you personally in any way. To view Phoenix SPI's privacy policy, click <here>.
This survey is registered with the Canadian Research Insights Council's Research Verification Service. The project verification code is: 20200722-PH163. Click <here> to verify the legitimacy of this survey.
Update demographics [1 minute]
D3 d_work_status_follow. Which of the following best describes your current work status?
D4 d_income_follow_up. Which of the following categories best describes your total household income last year?
[definition: household income is the total income of all persons in a household combined, before taxes]
D5 d_income_change_follow_up. Since the beginning of March 2020, has your total monthly household income…
D13 bank_account Do you currently have a personal chequing or savings account with a bank, credit union or trust company? Please include any joint account you may have with someone else. Please exclude any investment accounts, such as RESPs, RRSPs and BONDS, and line of credit accounts.
Digital banking habits [2 min]
H1 From the list of banking and payment methods below, select the ones you currently use and indicate whether you expect your use to increase, decrease or stay the same once the pandemic is over.
Select all that apply.
[Row options: Randomize]
[Column options]
H2 With how many different financial institutions do you have debit cards, credit cards, or prepaid payment cards?
H3 Since March 2020, have you applied for or opened a new financial product or service, such as a chequing account, credit card, or mortgage, through online or mobile banking?
[if H3=1, continue, else skip H5]
H4 For what reasons did you apply for or open a new financial product or service through online or mobile banking instead of doing so in person? Select all that apply.
[randomize order]
H5 Since March 2020, have you delayed applying for or getting a new financial product or service?
[If H5 =1, continue, else skip H7]
H6 For what reasons did you delay applying for or getting a new financial product or service? Select all that apply.
[Randomize order]
H7 Have you ever shared your online or mobile banking login information, such as your username and password, with a company other than your financial institution to get financial advice or to purchase financial products or services? This could include sharing your login information with mobile apps or websites.
[if H7=1, continue, else skip FR1]
H8 Are you currently sharing your online or mobile banking login with a company other than your financial institution to get financial advice or to purchase financial products or services?
Unauthorized transactions [2 min]
FR1 Since March 2020, have you discovered that someone has used your bank or credit card number to pay for goods without your authorization?
[If FR1=4, 98 or 99, continue, else skip to FR3]
FR2 In the last 2 years, have you discovered that someone has used your bank or credit card number to pay for goods without your authorization?
[If FR2= 1-3, continue, else skip to end]
FR3 How many times did this occur?
[If FR1/FR2=1-3, else skip to end]
For the next set of questions, think about the most recent time your bank or credit card information was used without your authorization.
[ASK IF F1 OR F2=3] FR4 Did the most recent unauthorized transaction occur on your credit card or debit card?
[ASK IF FR1 OR FR2=1-3] FR5 Did you contact your financial institution about the unauthorized transaction?
[If FR5=1, else skip to end]
FR6 What kind of financial institution did you contact?
FR7 Were you reimbursed for the unauthorized transaction?
[If FR7=3, continue, else skip to end]
FR8 Which of the following reasons did your financial institution give you for not reimbursing you for the unauthorized transaction?
Thank you very much for your participation. The results of this survey will help to monitor the financial impact of COVID-19 on Canadians. This survey is registered under the Federal Access to Information Act.
Introduction
[PAGE D'ACCUEIL BILINGUE: Si l'on connaît la préférence linguistique, on utilise d'abord l'anglais pour les participants qui préfèrent l'anglais et le français en premier pour les personnes qui préfèrent le français. Si l'on ne connaît pas la préférence linguistique, on utilise d'abord l'anglais à l'extérieur du Québec et le français en premier au Québec.]
Please select the language in which you wish to complete the survey.
Veuillez choisir la langue dans laquelle vous désirez répondre au sondage.
[SUIVANT]
Nous vous remercions d'avoir accepté de répondre à ce court sondage mené par Phoenix SPI pour le compte du gouvernement du Canada. Il ne vous faudra probablement pas plus de 5 minutes pour y répondre. Vous êtes libre d'y participer ou non et vos réponses demeureront entièrement confidentielles.
Les renseignements fournis seront gérés conformément aux exigences de la Loi sur la protection des renseignements personnels. Vos réponses ne serviront pas à vous identifier et vos opinions ne vous seront pas attribuées personnellement. Pour consulter la politique de confidentialité de Phoenix SPI, cliquez <ici>.
Le sondage est enregistré auprès du Service de vérification des recherches du Conseil de recherche et d'intelligence marketing canadien. Le code de vérification du projet est le suivant: 20200722-PH163. Cliquez <ici> pour vérifier la légitimité du sondage.
Mise à jour des renseignements démographiques [1 minute]
D3 d_work_status_follow. Laquelle des options suivantes décrit le mieux votre situation d'emploi à l'heure actuelle?
D4 d_income_follow_up. Laquelle des catégories suivantes décrit le mieux le revenu total de votre ménage l'an dernier?
[définition: le revenu du ménage désigne le revenu total combiné de toutes les personnes de votre foyer, avant impôts]
D5 d_income_change_follow_up. Depuis le début du mois de mars 2020, le revenu mensuel total de votre ménage a-t-il…
D13 bank_account Avez-vous actuellement un compte chèques ou d'épargne personnel auprès d'une banque, d'une coopérative de crédit ou d'une société de fiducie? Veuillez inclure tout compte conjoint que vous pourriez détenir avec une autre personne, et exclure tous les comptes de placement, comme les REEE, les REER et les obligations, ainsi que les comptes de marges de crédit.
Habitudes bancaires dans la sphère numérique [2 min]
H1 Parmi les moyens énumérés ci-dessous pour effectuer des opérations bancaires et des paiements, veuillez sélectionner ceux que vous utilisez actuellement et indiquer si vous croyez que vous utiliserez plus souvent, moins souvent ou à la même fréquence ce mode de paiement une fois que la pandémie sera terminée.
Sélectionnez toutes les réponses qui s'appliquent.
[Options des rangées: alterner l'ordre des choix de réponse]
[Options des colonnes]
H2 Auprès de combien d'institutions financières différentes avez-vous des cartes de débit, des cartes de crédit ou des cartes prépayées de paiement?
H3 Depuis mars 2020, avez-vous demandé ou obtenu un nouveau produit ou service financier, comme un compte chèques, une carte de crédit ou un prêt hypothécaire, en utilisant les services bancaires en ligne ou mobiles?
[Si H3=1, continuer, sinon passer à la question H5]
H4 Pour quelles raisons avez-vous utilisé les services bancaires en ligne ou mobiles pour demander ou obtenir un nouveau produit ou service financier plutôt que de le faire en personne? Sélectionnez toutes les réponses qui s'appliquent.
[Alterner l'ordre des choix de réponse]
H5 Depuis mars 2020, avez-vous reporté la demande ou l'obtention d'un nouveau produit ou service financier?
[Si H5 =1, continuer, sinon passer à la question H7]
H6 Pour quelles raisons avez-vous reporté la demande ou l'obtention d'un nouveau produit ou service financier? Sélectionnez toutes les réponses qui s'appliquent.
[Alterner l'ordre des choix de réponse]
H7 Avez-vous déjà communiqué les renseignements permettant d'accéder à vos services bancaires en ligne ou mobiles, par exemple votre nom d'utilisateur et votre mot de passe, à une entreprise autre que votre institution financière afin d'obtenir des conseils financiers ou d'acheter des produits ou services financiers? Cela peut comprendre la divulgation de ces renseignements dans des applications mobiles ou des sites Web.
[Si H7=1, continuer, sinon passer à la question FR1]
H8 Communiquez-vous actuellement les renseignements permettant d'accéder à vos services bancaires en ligne ou mobiles à une entreprise autre que votre institution financière afin d'obtenir des conseils financiers ou d'acheter des produits ou services financiers?
Transactions non autorisées [2 min]
FR1 Depuis mars 2020, avez-vous découvert qu'une personne avait utilisé votre numéro de carte bancaire ou de carte de crédit pour acheter des biens sans votre autorisation?
[Si FR1=4, 98 ou 99, continuer, sinon passer à la question FR3]
FR2 Au cours des deux dernières années, avez-vous découvert qu'une personne avait utilisé votre numéro de carte de débit ou de carte de crédit pour acheter des biens sans votre autorisation?
[Si FR2= 1-3, continuer, sinon se rendre à la fin]
FR3 Combien de fois cela s'est-il produit?
[Si FR1/FR2=1-3, sinon se rendre à la fin]
Pour les prochaines questions, pensez au plus récent incident où les renseignements de votre carte bancaire ou de crédit ont été utilisés sans votre autorisation.
[POSER SI FR1 OU FR2=3] FR4 Est-ce que la plus récente transaction non autorisée s'est produite avec votre carte de crédit ou votre carte de débit?
[POSER SI FR1 OU FR2=1-3] FR5 Avez-vous communiqué avec votre institution financière au sujet de la transaction non autorisée?
[Si FR5=1, sinon se rendre à la fin]
FR6 Avec quel type d'institution financière avez-vous communiqué?
FR7 Vous a-t-on remboursé la transaction non autorisée?
[Si FR7=3, continuer, sinon se rendre à la fin]
FR8 Parmi les raisons suivantes, laquelle vous a donné votre institution financière pour ne pas vous rembourser la transaction non autorisée?
Nous vous remercions beaucoup pour votre participation. Les résultats du sondage contribueront à évaluer les répercussions financières de la COVID-19 sur les Canadiens. Le sondage est enregistré en vertu de la Loi sur l'accès à l'information du gouvernement fédéral.