CFPB Consumer Questionnaire_final_Privacy

Consumer Credit Card Questionnaire

Privacy Notice

The information you provide to the Consumer Financial Protection Bureau (CFPB) will improve the CFPB’s understanding of consumer’s experiences with credit card products to inform and improve the CFPB complaint process and resources. This survey will not collect personally identifiable information (PII) and no PII will be linked to survey feedback. Demographic information such as age, gender, race, income, education, employment status, household characteristics, military status, and language may be collected to identify and capture experiences from different communities and groups. Only aggregate and de-identified information will be included in published reports. Participation is voluntary and you can withdraw from participating in the survey at any time.

Section 1: Credit Card Overview

SHOW ALL

Q1. Do you have a credit card? Please include both general-purpose credit cards as well as cards that can only be used at a specific store chain or stores.

01 Yes

02 No

IF Q1 = No

Term. Thank you for your interest, but we are only surveying individuals with a credit card.

IF Q1 = YES

Q2. How many credit cards do you currently have?

01 1 credit card

02 2 credit cards

03 3 credit cards

04 4 or more credit cards

SHOW ALL

Q3. Approximately how many times have you contacted your credit card company in the last 12 months about your credit card? A contact may include a phone call, an email, a chat online, or going to a branch in person. Please do not include times when you contacted your credit card company just to make a payment, check your balance, update your profile or contact information, or change your password.

01 Never

02 Once

03 2-3 times

04 4-6 times

05 More than 6 times

IF Q2 = 02 OR 03 OR 04 AND IF Q3= 03 OR 04 OR 05

Q3a. How many of your credit card companies have you contacted in the last 12 months about a credit card?

01 One

02 Two

03 More than two

Section 2: Credit Card Behavior

SHOW ALL

Q4. How long have you had a credit card of any type? Please include both general-purpose credit cards as well as cards that can only be used at a specific store chain or stores.

01 Less than a year

02 1 to 5 years

03 6 to 10 years

04 11 to 20 years

05 More than 20 years

06 Don’t know

SHOW ALL

Q5. Do any of your credit cards have an annual fee?

1. Yes

02 No

03 Don’t know

SHOW ALL

Q6. During the last 12 months, did you carry an unpaid balance on any credit card from one month to the next? In other words, did you pay only part of the balance due at the monthly due date?

01 Yes

02 No

IF Q6=YES:

Q6a. When you carried an unpaid balance from one month to the next, was the reason because the balance was too high for you to pay in full?

01 Yes

02 No

SHOW ALL

Q7. Have you ever opened a credit card account specifically to pay for a single large purchase?

01 Yes

02 No

IF Q7=YES

Q7a. Thinking about the card you opened specifically to pay for a single large purchase, did the card include an introductory period with no interest payments, sometimes called a “deferred interest” period?

01 Yes

02 No

03 Don’t know

SHOW ALL

TEXT. For the next few questions, please think about the credit card you use most frequently over the last 12 months.

SHOW ALL

Q8. Do you use “autopay” to make payments on this credit card? In other words, do you have payments automatically sent each month?

01 Yes
02 No
03 Don’t know

SHOW ALL

Q9. Which statement best describes how you usually pay your bill for this credit card?

01 I pay the full balance

02 I pay more than the minimum required amount, but not the full balance

03 I pay the minimum required amount

04 I pay less than the minimum required amount

05 Don’t know

SHOW ALL

Q10. In the last 12 months, have you ever made multiple payments on this credit card in a single month?

01 Yes

02 No

03 Don’t know

SHOW ALL

Q11. In the last 12 months, did you pay any of the following types of fees on the credit card you use most frequently? Select all that apply.

01 Cash advance fee

02 Late payment fee

03 Balance transfer fee

04 Annual fee

05 Over-limit fee (also known as overdraft fee)

06 Foreign transaction fee (A surcharge when you make a purchase that either passes through a foreign bank account or is in a currency other than the U.S. dollar.)

07 I did not pay any fees [EXCLUSIVE]

08 Don’t know [EXCLUSIVE]

Section 3: ATTITUDES & PERCEPTIONS

SHOW ALL

TEXT2. For the following set of questions please think about your experiences with credit cards in general.

SHOW ALL

Q12. Thinking about your credit card(s), how much do you agree or disagree with each of these statements?

I think my credit card(s) are a valuable tool in my financial life.

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q13. I am happy with the purchases my credit card(s) have allowed me to make because I have a credit card.

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q14. I am glad that I have line(s) of credit.

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q15. Managing my credit card account(s) is easy.

(Managing credit card accounts includes basic administrative activities like changing addresses or passwords, as well as more significant activities like scheduling and making payments.)

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q16. My credit card company/companies provide good service.

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q17. My credit card debt is not a financial burden.

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q18. I feel in control over my credit card debt.

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

SHOW ALL

Q19. I am comfortable using my credit card(s).

01 Strongly disagree

02 Somewhat disagree

03 Neither agree nor disagree

04 Somewhat agree

05 Strongly agree

Section 4: Problems with Credit Card

SHOW ALL

TEXT3. The next set of questions asks about some problems people have with their credit cards.

SHOW ALL

Q20. In the last 12 months, have you had a problem related to getting a credit card?

For example:

• Application denied 

• Delay in processing application 

• Sent card you never applied for 

• Card opened as result of identity theft or fraud 

• Problem getting a working replacement card

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q21. In the last 12 months, have you had a problem related to advertising and marketing, including promotional offers?

For example:

• Didn't receive advertised or promotional terms (different interest rate, length of promotional offer was shorter than advertised)

• Confusing or misleading advertising about the credit card (terms weren't clear, couldn't find important information on the disclosure)

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q22. In the last 12 months, have you had a problem related to fees or interest?

For example:

• Unexpected increase in interest rate

• Charged too much interest

• Problem with fees (late fee, overlimit fee, annual fee, balance transfer fee, cash advance fee, application fee)

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q23. In the last 12 months, have you had a problem related to a purchase shown on your statement?

For example:

• Card was charged for something you did not purchase with the card (charges made without your permission, fraud)

• Credit card company isn't resolving a dispute about a purchase on your statement (billing dispute, dispute resolution process)

• Overcharged for something you did purchase with the card

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q24. In the last 12 months, have you had a problem related to making payments?

For example:

• Problem during payment process (not applied fast enough, not applied in way you expected, didn't go through)

• You never received your bill or did not know a payment was due

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q25. In the last 12 months, have you had a problem related to trouble using your card?

For example:

• Can't use card to make purchases

• Credit card company won't increase or decrease your credit limit

• Account sold or transferred to another company

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q26. In the last 12 months, have you had a problem related to struggling to pay your bill?

For example:

• Filed for bankruptcy

• Problem lowering your monthly payments

• Credit card company won't work with you while you're going through financial hardship (won't negotiate lower fees, lower interest rate, lower monthly payment, or postpone payments)

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q27. In the last 12 months, have you had a problem related to closing your account?

For example:

• Can't close your account

• Company closed your account

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q28. In the last 12 months, have you had a problem with credit report or credit score?

For example:

• Incorrect account information

• Problem with an investigation into a credit reporting problem

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

SHOW ALL

Q29. Other features, terms, or problems?

For example:

• Problem with rewards from credit card (miles, points, cash back)

• Credit card company forcing arbitration

• Problem with customer service

• Add-on products and services (credit monitoring, disability insurance, card protection)

• Privacy issues

• Problem with convenience check

• Problem with cash advances

• Problem with balance transfer

• Other problem

01 Yes, I have had this type of problem

02 No, I have not had this type of problem

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

TEXT3. For the following set of questions, think about the most recent problem that you had with a credit card company.

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q30. Below are the credit card problems that you said you experienced in the last 12 months. Which of the following is your most recent problem?

01 A problem related to getting a credit card (SHOW IF Q20 NE2)

02 A problem related to advertising and marketing, including promotional offers (SHOW IF Q21 NE2)

03 A problem related to fees or interest (SHOW IF Q22 NE2)

04 A problem related to a purchase shown on your statement (SHOW IF Q23 NE2)

05 A problem related to making payments (SHOW IF Q24 NE2)

06 A problem related to trouble using your card (SHOW IF Q25 NE2)

07 A problem related to struggling to pay your bill (SHOW IF Q26 NE2)

08 A problem related to closing your account (SHOW IF Q27 NE2)

09 A problem with credit report or credit score (SHOW IF Q28 NE2)

10 A problem with other credit card features, terms, or problems (SHOW IF Q29 NE2)

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q31. Which of the following best describes what kind of card this is?

01 General-purpose credit card or charge card (can use anywhere credit cards are accepted)

02 Store credit card (can use only at specific store or chain of stores)

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q32. How long have you had this card?

01 Less than a year

02 1 to 5 years

03 6 to 10 years

04 11 to 20 years

05 More than 20 years

06 Don’t know

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q33. Typically, how often do you use this card?

01 Rarely or never

02 A few times a year

03 About once a month

04 Multiple times a month

05 Multiple times a week

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q34. Is this account still open—in other words, are you still able to make purchases within your credit limit with this card if you need to?

01 Yes

02 No

03 Don’t know

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q35. Is this account currently in collections—in other words, has a debt collector contacted you to ask you to pay the balance?

01 Yes
02 No
03 Don’t know

IF Q21, Q22, Q23, or Q24= YES

Q36. What is the approximate dollar amount of your problem related to [Q31 response]?

01 $0- $49
02 $50-$99
03 $100-$999
04 $1,000-$9,999
05 $10,000+
06 Don’t know

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q37. Did you contact any person or organization (including the credit card company) to get help with this problem?

01 Yes

02 No

IF Q37 = NO

Q38. Below are some reasons why someone might not contact someone for help with their credit card. Please select the reasons that you did not contact someone for help. Select all that apply.

01 I believe that the credit card company will eventually fix the problem

02 I don’t want to damage relationship with credit card company

03 I do not trust credit card company

04 I believe that I will be able to handle the problem myself

05 The problem is minor or not worth the hassle

06 I do not have the time to contact anyone for help

07 I do not think I could describe the problem correctly

08 I do not understand the problem

09 I do not think I could convince others that the problem is legitimate

10 I do not think that contacting anyone will help resolve the problem

11 I am concerned about privacy

12 I am not a native English speaker and thought I would have a language barrier

13 I have poor phone/internet service

14 The problem was resolved so I did not need to contact anyone for help

15 None of the above

IF Q37 = YES

Q39. Who did you contact for help with your credit card problem? Select all that apply.

01 Credit card company

02 Merchant

03 Consumer Financial Protection Bureau (CFPB)

04 Department of Veteran’s Affairs (VA)

05 Other federal agency (e.g. Federal Trade Commission (FTC), Office of the Comptroller of the Currency (OCC))

06 State or local government agency

07 Educational institution

08 Better Business Bureau

09 Another nonprofit not connected to the credit card company

10 A financial consultant not connected to the credit card company

11 A lawyer

12 Other (please specify) [textbox]

[Programming note: If only one item is selected in Q39, skip to Q41]

IF Q39=More than 1 response selected

Q40. Of the organizations that you contacted for help about your credit card problem, who did you contact first?

[Programming note: Display selections 01-12 from Q39]

Q41. How helpful was [Q40 response]?

1. Not helpful at all

2. Somewhat unhelpful

3. Neither helpful nor unhelpful

4. Somewhat helpful

5. Very helpful

Q42. Did [Q40 response] resolve the problem?

01 Yes

02 No

03 Don’t know

IF Q42= NO

Q43. In a few words, please explain why [Q40 response] did not resolve the problem.

[TEXT BOX]

[Programming note: If Q39 = 2 responses, ask Q41, Q42, and Q43 for the option not selected in Q40]

IF Q39=More than 2 responses selected

Q44. Of the organizations that you contacted for help about your credit card problem, who did you contact second?

[Programming note: Display selections 01-12 from Q39, and remove option selected in Q40]

[Programming note: Repeat Q41, Q42, and Q43 for response to Q44]

Q45. Did the problem ever get resolved?

01 Yes

02 No

Q46. In the last year, how much time did you spend trying to fix this problem?

01 I did not spend any time trying to fix this problem

02 1 hour or less

03 Between 1 and 3 hours

04 Between 3 and 5 hours

05 Between 5 and 8 hours

06 More than 8 hours

If Q45=YES

Q47. How much time passed between when the incident occurred and when it was fully resolved?

01 A day or less

02 More than a day, but less than a week

03 At least one week, but less than a month

04 At least one month, but less than 6 months

05 At least 6 months, but less than a year

06 A year or more

If Q45=NO

Q48. How long ago did this problem begin?

01 A day or less

02 More than a day, but less than a week

03 At least one week, but less than a month

04 At least one month, but less than 6 months

05 At least 6 months, but less than a year

06 A year or more

IF Q20, Q21, Q22, Q23, Q24, Q25, Q26, Q27, Q28, or Q29= YES

Q49.

How satisfied were you with the customer service you received from your credit card company?

01 Very satisfied

02 Somewhat satisfied

03 Neither satisfied nor unsatisfied

04 Somewhat helpful

05 Very helpful

IF Q39 NOT EQUAL TO 03, 04, 05, or 06

Q50. At any point did you consider contacting a government agency for help with this problem?

01 Yes
02 No

IF Q50=YES

Q51. Why did you decide not to contact a government agency for help with this problem? Select all that apply.

01 Did not know what part of government can help individuals with credit card problems

02 Did not know how to file a complaint with government agencies/regulators

03 Did not trust government agencies/regulators

04 Problem was eventually resolved so there was no need to contact a government agency

05 Other (please describe):____________________

06 None of the above

Q52. Answer the following questions based on how you felt when this problem was at its most serious. If you feel that this problem is currently at its most serious, then answer based on how you feel now.

a. Did this problem create tension in me?

b. To what extent did I perceive this problem as stressful?

c. To what extent did this problem require coping efforts on my part?

e. Did this problem tax or exceed my coping resources?

f. Was there someone or some agency I could turn to for help if I needed it?

g. Was there help available to me for dealing with this problem?

h. Were there sufficient resources available to help me in dealing with this problem?

i. Was there anyone who could help me to manage this problem?

j. How much will I be affected by the outcome of this problem?

k. Will this problem have serious implications for me?

l. Will this problem have important consequences for me?

m. Will this problem have long-term consequences for me?

01 Not at all

02 Slightly

03 Moderately

04 Considerably

05 Extremely

Section 6. Demographics

1. What is your age?

01 Under 25 years

02 25-34 years

03 35-44 years

04 45-54 years

05 55-61 years

06 62 years or older

2. What is your race (Check all that apply)?

01 Black or African American

02 White

03 Asian

04 American Indian or Alaska Native

05 Native Hawaiian or Other Pacific Islander

06 Some other race

3. What is your ethnicity?

01 Hispanic or Latino

02 Not Hispanic or Latino

4. Do you describe yourself as a man, a woman, or in some other way?

01 A man

02 A woman

03 Some other way

5. Including yourself, how many individuals live in your household?

01 1

02 2

03 3-4

04 5-7

05 More than 7

7. What is your approximate household income?

01 Less than $15,000

02 $15,000 - $24,999

03 $25,000 - $34,999

04 $35,000 - $49,999

05 $50,000 - $74,999

06 $75,000 - $99,999

07 $100,000 - $149,999

08 $150,000- $199,999

09 $200,000+

8. What is your current work status?

01 Self-employed

02 Work full time

03 Work part time

04 Retired

05 Temporarily laid off or on leave

06 Unemployed and looking for work

07 Not doing any work for pay (homemaker, student, disabled, etc.)

9. What is your highest level of education?

01 Less than a high school degree

02 High school degree or GED

03 Some college

04 Two year college degree

05 Four year college degree

06 Postgraduate degree (e.g. MA, PhD, JD, MBA, MD)

10. Is English your preferred language?

01 Yes

02 No

11. What is your marital status?

01 Married

02 Living with a partner

03 Never married

04 Separated

05 Divorced

06 Widowed

12. How do you typically access the internet? (Select all that apply.)

01 Your phone

02 A computer at home

03 A computer at work

04 A tablet or similar portable device

05 Other (e.g., library or relative’s home)

13. What is your military status?

01 No military service

02 Active

03 Reserve or National Guard

04 Veteran or retired

Final January 19, 2024 36