DIRECT EXPRESS®
CARDHOLDER SURVEY
1,200 Direct Express® Cardholders
2023
INTRODUCTION
[ASK TO SPEAK TO SPECIFIC PERSON ON THE LIST. NO OTHER PERSON IN THE HOUSEHOLD QUALIFIES FOR THE SURVEY.]
Hello. My name is __________ with KRC Research, an independent market research company. I am calling on behalf of the U.S. Department of the Treasury to ask about your experience with the Direct Express® card. May I speak with __________?
This is NOT a sales call. This call is for research purposes only. We are conducting a survey of people who have signed up for the Direct Express® card, a prepaid debit card that allows people to receive their federal benefit payment electronically.
We would like to include your opinions for this very important research project to help us better understand your needs. All of your individual responses will remain completely private and will not be shared with the government or anyone else as allowed by law. I am only interested in your opinions. This survey should take about 17 minutes of your time.
We are required by law to report to you the OMB (Office of Management and Budget) Control Number for this public information request. That number is 1530-0022. In addition, if you have any comments about the time estimate to complete the survey or ways to improve the survey, you may write to the Bureau of the Fiscal Service. Would you like the address? (IF YES, ADDRESS IS…) Bureau of the Fiscal Service, Forms Management Officer, Room 4006A, PO Box 1328, Parkersburg, WV 26106-1328.
IF NEEDED: Nothing you say will affect the amount of your benefit payment. I am only interested in your experiences with the Direct Express® card.
INTERVIEWER INSTRUCTIONS: IF RESPONDENT EXPRESSES CONCERN AT ANY POINT DURING THE INTERVIEW, REASSURE THEM THAT YOU DO NOT WORK FOR THE GOVERNMENT. YOU ARE WORKING FOR AN INDEPENDENT RESEARCH COMPANY. THEIR ANSWERS WILL BE KEPT CONFIDENTIAL AND THEIR INDIVIDUAL RESPONSES WILL NOT BE SHARED WITH ANYONE AS ALLOWED BY LAW.
IF RESPONDENT WANTS A PHONE NUMBER TO CALL TO VERIFY THIS IS A LEGITIMATE SURVEY: ADAM MARTIN 202-874-6558.
IF RESPONDENT SPEAKS SPANISH, PLEASE CONDUCT THE INTERVIEW IN SPANISH.
SCREENER
S1. RECORD PAYMENT TYPE FROM SAMPLE.
Social Security Recipient 1
Supplemental Security Income Recipient 2
Veterans Affairs Recipient 3
Railroad Retirement Board 4
Other 9
S1a. RECORD SIGN-UP DATE FROM SAMPLE.
Before May 1, 2011 1
On or after May 1, 2011 2
S1b. RECORD SIGN-UP DATE FROM SAMPLE.
Before March 1, 2013 1
On or after March 1, 2013 2
S1c. RECORD
PROCESSOR FROM SAMPLE.
Conduent 1
i2c 2
S2. What is your gender? [DO NOT READ RESPONSES.]
Male 1
Female 2
Non-Binary 3
Other 4
Prefer not to say 5
S3. Do you receive federal benefit payments on the Direct Express® card for yourself, on behalf of someone else as their representative payee, or both?
Self 1
Someone else 2
Both 3
TERMINATE Do not receive benefits on the Direct Express® card 4
TERMINATE Don’t know/refused (VOL) 9
S3a. (ASK IF S3=2 OR 3) Do you receive a payment for . . . (READ RESPONSES. ACCEPT ALL THAT APPLY.)
A minor child living in your household 1
An adult child living in your household 2
An adult child not living in your household 3
A parent living in your household 4
A parent not living in your household 5
Other (VOL) 6
Don’t know/refused (VOL) 9
IF S3=1 OR 3 ASK S3B.
S3b. Do you have more than one Direct Express card for your federal benefit payments you receive for yourself?
Yes 1
No 2
Don’t know/refused (VOL) 9
IF S3=1 OR 3 READ
For this survey, please answer the questions only about your own federal benefit payment.
IF S3=2 READ
For this survey, please answer the questions about the federal benefit payment you receive for someone else.
S4. What payments do you receive on your Direct Express® card? (READ RESPONSES. ACCEPT ALL THAT APPLY.)
A Social Security payment 1
An SSI payment 2
A VA payment 3
A Railroad Retirement Board payment 4
Other federal benefit payments 5
Don’t know/refused (VOL) 9
S4a. ASK IF S4=1: What type of Social Security payment do you receive? If you receive more than one, please tell me all the types you receive. (READ RESPONSES. ACCEPT ALL THAT APPLY.)
Disability benefits 1
Retirement benefits 2
Survivor benefits for a deceased parent or spouse 3
S5. Have you activated and used your Direct Express® card?
Yes 1
TERMINATE No 2
TERMINATE Don’t know/refused (VOL) 9
S6. Approximately how long have you been receiving your benefit payments on the Direct Express® card? (READ RESPONSES.)
TERMINATE One to two months 1
Three months to less than one year 2
One year to less than three years 3
Three years or more 4
TERMINATE Don’t know/refused (VOL) 9
BANKING STATUS/SATISFACTION
Do you currently have a checking or savings account with a bank, credit union, or other financial institution?
Yes 1
No 2
Don’t know/refused (VOL) 9
[IF Q1=2 OR 9] When you signed up for the Direct Express® card, did you have a checking or savings account with a bank, credit union, or other financial institution?
Yes 1
No 2
Don’t know/refused (VOL) 9
[IF Q1=2 OR 9 AND Q2≠1] Have you EVER had a checking or savings account with a bank, credit union, or other financial institution?
Yes 1
No 2
Don’t know/refused (VOL) 9
[IF Q1 OR Q2=1] When you signed up for the Direct Express® card did you … ?
Request receiving your
federal benefit payment on the Direct
Express card 1
Were told you were required
to receive your federal benefit
payment on the Direct Express
card 2
Received your Direct Express
card by mistake or you are
unsure of why you received your
Direct Express card 3
Don’t know/refused (VOL) 9
Now I’d like to ask you some questions about your Direct Express® card.
Overall, how satisfied are you with the Direct Express® card? (READ RESPONSES)
Very satisfied 1
Somewhat satisfied 2
Neither satisfied nor unsatisfied 3
Somewhat unsatisfied 4
Very unsatisfied 5
ASK Q6 IF Q5=1-5
Why do you say you are [READ RESPONSE FROM Q5] with the Direct Express® card? Please be as specific as possible. (OPEN-END. RECORD VERBATIM RESPONSE)
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
6b. Did you receive a new Direct Express card in the mail along with a letter explaining that your card will change to a new processor and what to do with your old card?
Yes 1
No 2
Don’t know/refused
(VOL) 9
ASK
6C IF 6B=YES
6c. How satisfied were you with the process of receiving your new card?
Very satisfied 1
Somewhat satisfied 2
Neither satisfied nor unsatisfied 3
Somewhat unsatisfied 4
Very unsatisfied 5
Don’t know/refused (VOL) 9
How satisfied are you with each of the following characteristics of the Direct Express card?
Here’s the first one [READ ITEM]: (REPEAT SCALE AS NECESSARY. RANDOMIZE.)
|
|
Very satisfied
|
Some-what satisfied |
Neither satisfied nor unsatisfied |
Somewhat unsatisfied |
Very unsatisfied |
|
|
The methods to access cash from your card.
|
1 |
2 |
3 |
4 |
5 |
9 |
7a. |
The number of locations where you can get cash.
|
1 |
2 |
3 |
4 |
5 |
9 |
7b. |
Having access to your benefit payment in a timely manner to get cash or make purchases.
|
1 |
2 |
3 |
4 |
5 |
9 |
7c. |
The ease of making payments at grocery stores and other retail locations.
|
1 |
2 |
3 |
4 |
5 |
9 |
INTENTIONALLY BLANK
USAGE
Now, I am going to read you different statements about the Direct Express® card. After I read each statement, please tell me whether you were aware or NOT aware of this feature of the Direct Express® card. If you were not aware, that’s fine, please just say so. (RANDOMIZE. ASK Q15 LAST.)
|
|
|
|
DK |
|
You can receive one free ATM withdrawal per month for each deposit without paying any fees if you use an ATM within the Direct Express® network.
|
1 |
2 |
9 |
|
You can make purchases at grocery stores, restaurants, or other retail locations with no fees on the card.
|
1 |
2 |
9 |
|
You can get cash back when you make a purchase from grocery stores or other retail locations at no cost to you.
|
1 |
2 |
9 |
|
You can pay many bills like utilities and cable television by phone or online.
|
1 |
2 |
9 |
|
You can shop and make purchases online.
|
1 |
2 |
9 |
|
You can use the Direct Express® mobile app on your smartphone to check your balance or to see if a deposit has been made.
|
1 |
2 |
9 |
|
With Direct Express® Cash Access you can receive the full available balance on your card up to $1,000 at any Walmart location in the United States. The fee is 85 cents per transaction. No additional Walmart fees apply.
|
1 |
2 |
9 |
Now, I am going to read you different ways you can use the Direct Express® card. After I read each one, please tell me how often you use your Direct Express® card for that activity in a typical month– more than 10 times, 2 to 10 times, once a month, less often than once a month, or never.
Here’s the first one [READ ITEM]: (REPEAT SCALE AS NECESSARY. RANDOMIZE.)
|
|
|
|
|
|
|
|
|
Get cash at ATMs.
|
1 |
2 |
3 |
4 |
5 |
9 |
|
Make purchases at grocery stores, restaurants, or other retail locations.
|
1 |
2 |
3 |
4 |
5 |
9 |
|
Get cash back from grocery stores or other retail locations.
|
1 |
2 |
3 |
4 |
5 |
9 |
|
Make online purchases.
|
1 |
2 |
3 |
4 |
5 |
9 |
|
Get cash from a bank teller.
|
1 |
2 |
3 |
4 |
5 |
9 |
|
Get cash from a check cashing place. |
1 |
2 |
3 |
4 |
5 |
9 |
Which of the following do you use your Direct Express® card for at least once a month? (READ RESPONSES. ACCEPT ALL THAT APPLY.)
Purchase money orders 1
Pay bills such as cable
television and utilities by phone
or online 2
Transfer money from your
Direct Express®
card to a
bank account 3
NONE OF THE ABOVE [EXCLUSIVE] 4
Don’t know/refused (VOL) 9
Are
you able to pay your rent using your Direct
Express®
card either online, by telephone, or by inserting or swiping the card
to make your payment? This means actually paying rent directly with
the card and NOT by taking cash from your Direct Express card to pay
rent or buying a money order. If you own the dwelling you live in
please just say so.
Yes 1
No 2
I own the
dwelling I live in 3
Not sure 9
(ASK IF Q23≠3. DO NOT INCLUDE OPTIONS 3-5 IF Q1=2 OR 9. DO NOT INCLUDE OPTION 2 IF Q23=2 OR 9) How do you usually pay your rent each month?
By cash or money order 1
With your Direct Express card 2
Person to person payment like CashApp,Venmo, PayPay, Zelle
or similar electronic payment method 3
Writing a personal check from your bank account 4
Online bill pay through your bank account 5
Some other way 6
Don’t know/refused (VOL) 9
Do you regularly take all or most of your money from the Direct Express® card in cash either from a bank teller or through ATM withdrawals at the beginning of each month or soon after your payment day?
Yes 1
No 2
Don’t know/refused (VOL) 9
[ASK IF Q25=2 OR 9] At the beginning of each month or soon after payment day, how much of your payment do you usually take out in cash?
More than half 1
About half 2
Less than half 3
Don’t know/refused (VOL) 9
[ASK IF Q24=1] Do you withdraw half or more of your money from your Direct Express® card each month because you pay your rent by cash or buy a money order or for other reasons?
Yes, because I pay rent in cash or money order 1
For other reasons 2
DIRECT EXPRESS FINANCIAL EDUCATION CENTER SITE
27b. How easy is it to find the information you are looking for on the Direct Express website. [READ RESPONSES].
Very easy 1
Somewhat easy 2
Neither
easy or difficult 3
Somewhat difficult 4
Very difficult 5
I do
not use the Direct Express website 8
Don’t know/refused (VOL) 9
Have you used the Direct Express Financial Education Center website? If you have not heard of it, please just say so.
Yes 1
No 2
Have not heard of
it 3
Don’t know/refused (VOL) 9
28b. [IF Q28=YES] How helpful was the Direct Express Financial Education Center website? (READ RESPONSES.)
Very helpful 1
Somewhat helpful 2
Neither
helpful nor unhelpful 3
Not very helpful 4
Not helpful at all 5
Don’t know/refused (VOL) 9
[IF Q28=YES] How would you describe your experience using or navigating the Direct Express Financial Education Center website?
Very easy 1
Somewhat easy 2
Neither
easy or difficult 3
Somewhat difficult 4
Very difficult 5
Don’t know/refused (VOL) 9
CUSTOMER SERVICE USAGE
30. How often do you call the Direct Express customer service toll free number each month? [READ RESPONSES. ACCEPT ONE RESPONSE.]
None or never 1
Once 2
Twice 3
Three times 4
Four times 5
Five times 6
More than five times 7
Don’t know/refused (VOL) 9
30B. For what reasons have you called the customer service toll free number in the past year? [READ RESPONSES. ACCEPT MULTIPLE RESPONSES.]
To check if a deposit has been made on my card 1
To check my balance 2
To report fraud 3
To find an ATM that does not charge a fee 4
To report money taken off the card that was not authorized
by me 5
To order a replacement card 6
To change my address 7
None of the above 8
Don’t know/refused (VOL) 9
30C. Do you normally use the Interactive Voice Response (IVR) system to get the information or service you need, or do you normally wait to speak to a live customer service representative? [READ RESPONSES. ACCEPT ONE RESPONSE.]
Interactive Voice Response (IVR) 1
Live customer service
representative 2
BOTH (VOL) 3
Don’t know/refused (VOL) 9
30D. [ASK IF Q30C=2 OR 3] How easy or difficult is it to reach a live customer service representative? [READ AND ROTATE TOP TO BOTTOM, BOTTOM TO TOP]
Very easy 1
Somewhat easy 2
Neither easy or difficult 3
Somewhat difficult 4
Very difficult 5
Don’t know/refused (VOL) 9
ASK ALL
30E. Thinking of the last time you called to speak to a live Direct Express customer service representative, did they adequately address your issue or concern?
Yes 1
No 2
Was not able to reach a live customer service representative 3
Have never tried to reach a
live customer service
representative 4
Don’t know/refused (VOL) 9
30F. [IF Q30B=3 OR 5] Thinking of the last time you called to speak to a live Direct Express customer service representative to report fraud or an unauthorized transaction, was the resolution [READ RESPONSES]?
Highly satisfactory 1
Satisfactory 2
Unsatisfactory 3
30G. [ASK IF Q30E DOES NOT EQUAL 4 OR 9] Have you ever called to speak to a live Direct Express customer service representative, and needed another person to speak with them for you but were told you were not able to do that?
Yes 1
No 2
Don’t know/refused (VOL) 9
30H. [ASK IF 30G=1] How much of a hardship did it cause you not to be allowed to have another person speak to a Direct Express customer service representative on your behalf?
A great deal 1
Some 2
Only a little 3
None at all 4
Don’t know/refused (VOL) 9
30I. [ASK IF 30G=1] What was the reason you were told you could not have another person speak to a Direct Express customer service representative on your behalf? [OPEN-END]
CELL PHONE USAGE
WILL ASK THESE QUESTIONS AGAIN IN 2024
MOBILE BANKING USAGE
Have you used the Direct Express® free mobile app?
Yes 1
No 2
Don’t know (VOL) 9
IF Q31=1 ASK Q33-38F
Overall, how satisfied are you with the Direct Express® app? (READ RESPONSES)
Very satisfied 1
Somewhat satisfied 2
Neither satisfied nor unsatisfied 3
Somewhat unsatisfied 4
Very unsatisfied 5
Don’t know/refused
(VOL) 9
32A. How would you describe the ease of using the Direct Express® mobile app? [READ RESPONSES. ROTATE TOP TO BOTTOM, BOTTOM TO TOP.] (1/2 SHOULD BE PINNED TOGETHER, 3/4 SHOULD BE PINNED TOGETHER)
Very easy 1
Somewhat easy 2
Neither easy or difficult 3
Somewhat difficult 4
Very difficult 5
Don’t know/refused (VOL) 9
In an average month, how often would you say you use the Direct Express® mobile app for anything?
Once 1
Two to five times 2
Six to ten times 3
More than 10 times 4
I use the app less than once
a month 5
Don’t know (VOL) 9
In an average month, how often do you use each of the following features of the Direct Express® app? [RANDOMIZE]
|
|
Once |
Two to five times |
Six to ten times |
More than ten times |
Never |
|
a. |
Check account balance |
1 |
2 |
3 |
4 |
5 |
9 |
b. |
View recent transactions |
1 |
2 |
3 |
4 |
5 |
9 |
c. |
Finding ATMs |
1 |
2 |
3 |
4 |
5 |
9 |
d. |
Finding cash back merchant locations |
1 |
2 |
3 |
4 |
5 |
9 |
On the day your benefit payment is due each month, do you check to confirm that a deposit has been made using your Direct Express® app? (ACCEPT ONE RESPONSE.)
Yes 1
No 2
Sometimes (VOL) 3
Don’t know/refused (VOL) 9
INTENTIONALLY BLANK.
INTENTIONALLY BLANK.
38B. Which of the following security features have you used on the mobile app? [READ RESPONSES. ACCEPT ALL THAT APPLY].
Biometric login, such as a fingerprint 1
Passcode 2
NEITHER (ANCHOR) 3
Don’t know/refused (VOL) 9
38D. Have you used Take a Tour to understand how to navigate the app?
Yes 1
No 2
Was not aware of Take a Tour (VOL) 3
Don’t know/refused (VOL) 9
38E. Have you used the Manage Alerts Feature?
Yes 1
No 2
Was not aware of Manage Alerts Feature (VOL) 3
Don’t know/refused
(VOL) 9
38F. Which of the following current or future alerts are you interested in using? [MULTI-REPONSE QUESTION. ACCEPT ALL THAT APPLY]
Deposit notification 1
Low balance alert with dollar amount 2
Expedited replace card with tracking number 3
High dollar purchase with dollar amount 4
Expiring card 5
Foreign financial transaction 6
Card not present transaction such as online or over the phone 7
Invalid PIN entry 8
Card to bank transfer 9
Card replacement notification 10
Select PIN or reset PIN 11
Address change 12
Automatic card to bank account set up or change 13
NONE OF THE ABOVE (VOL) 14
Don’t know/refused (VOL) 99
DEMOGRAPHICS
ASK ALL
Finally, I have a few questions for statistical purposes only.
39. Do you own or rent the place you live in? (READ LIST. ACCEPT ONLY ONE RESPONSE.)
Own 1
Rent 2
Other 3
Homeless (VOL) 8
Don’t know/refused (VOL) 9
IF Q39=8 DO NOT ASK Q40 AND CODE AS 10 (HOMELESS)
40. Please tell me which of the following best describes the type of place you live in. (READ RESPONSES. ACCEPT ONLY ONE RESPONSE.)
Government subsidized
housing or apartment 1
The home or apartment of a friend or
relative 2
A regular apartment building 3
A mobile home 4
A single-family home 5
Condominium 6
Assisted living facility 7
Nursing home 8
A hotel
or motel 9
Homeless 10
A residential facility like a drug rehabilitation center, halfway house, mental health treatment facility, or similar facility 11
Other (specify) _______________ 12
Don’t know/refused
(VOL) 99
41. What is your age? (DO NOT READ LIST.)
Under 18 1
18 to 24 2
25 to 29 3
30 to 34 4
35 to 39 5
40 to 44 6
45 to 49 7
50 to 54 8
55 to 59 9
60 to 64 10
65 to 69 11
70 to 74 12
75 to 79 13
80 to 84 14
85 and older 15
Don’t know/refused (VOL) 99
42. What is the last grade of school you completed? (DO NOT READ.)
Did not complete high school 1
High school graduate 2
Some
college or vocational training such as
a vocational school,
trade school, or 2-year associates
degree 3
Completed a 4-year college degree 4
Postgraduate
or professional degree like a Master’s,
PhD, MBA, JD, or
other professional degree 5
Don’t know/refused (VOL) 9
43. Would you describe yourself as Hispanic or Latino?… (READ RESPONSES.)
Yes 1
No 2
Prefer not to answer (VOL) 9
44. Would you describe yourself as (READ RESPONSES. ACCEPT MULTIPLE RESPONSES)…
American Indian or Alaskan Native 1
Asian 2
Black or African American 3
Native Hawaiian or Other Pacific Islander 4
White 5
Prefer not to answer (VOL) 9
45. (ASK IF S1=1 OR 2): Approximately how many years have you been receiving your Social Security or SSI benefit payment?
_______________
(RECORD.
IF LESS THAN 1 YEAR RECORD 1).
Don’t know/refused (VOL) 9
46. (ASK IF S1=3): Approximately how many years have you been receiving your Veterans Affairs benefit payment?
_______________
(RECORD.
IF LESS THAN 1 YEAR RECORD 1).
Don’t know/refused (VOL) 9
47. (ASK IF S1=4): Approximately how many years have you been receiving your federal benefit payment?
_______________
(RECORD.
IF LESS THAN 1 YEAR RECORD 1).
Don’t know/refused (VOL) 9
48. RECORD LANGUAGE INTERVIEW WAS CONDUCTED IN.
English 1
Spanish 2
IDI RECRUIT SCREENER.
ASK IF Q5=3-5
49. As part of our ongoing effort to improve cardholder experience with the Direct Express® card, we are asking a select group of cardholders to participate in a follow-up telephone interview with a third party research firm, KRC Research.
The interview will be open-ended and conducted by a professional interviewer, allowing you to tell us in your own words about your experience with the card and how we can improve it.
The interview will last approximately 45-minutes and all your responses will be confidential. All the data collected in the interviews will only be reported in the aggregate and none of your specific responses will be attributed to you.
All cardholders selected to participate in an interview will receive a $50 gift card as a token of appreciation for their time.
Would you be willing to be contacted for a follow-up interview in the next few weeks?
Yes 1
No 2
50. IF YES, PLEASE RECORD NAME AND CONTACT NUMBER FOR FOLLOW-UP INTERVIEW.
ASSESSMENT FROM INTERVIEWER
51. PLEASE PROVIDE YOUR ASSESSMENT OF THE POTENTIAL QUALITY OF THE INTERVIEWEE BASED ON THEIR PARTICIPATION IN THE SURVEY.
Excellent 1
Very good 2
Good 3
Fair 4
Poor 5
RECORD FROM SAMPLE:
Phone: (__ __ __) __ __ __ - __ __ __ __
CBSA code __ __ __ __ __
State: __ __
Region: __ __
DATE OF INTERVIEW __ __ / __ __ / 23
Thank you again. Goodbye.
KRC
Research
Direct Express® Cardholder Survey
2023
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| File Created | 0000-00-00 |