Recruitment Screener

OCC Trust in Banking Study

Screener - Version 3.0

September 13, 2024

OCC Trust in Banking Study Screener

Project Background

We are running virtual focus groups to explore consumer trust in banking, including factors that build or erode trust and how trust influences banking decisions. We will conduct twenty focus groups remotely via Zoom over the course of 3 weeks.

Logistics

Sample Size	Recruit 140 for n = 80-100 total participants
Location	Virtual, Zoom
Session Type	Focus Group (4-5 participants per group)
Session Length	60 minutes
Field Dates	December 2 – December 20, 2024
Incentive	$75

Schedule

Schedule to be finalized following OMB approval. Aiming for fieldwork from December 2-20, 2024, but will adjust as needed. Ipsos plans to conduct 3 sessions per day with time between sessions to debrief with the team and adjust the moderator’s guide. Here is a sample daily schedule:

10-10:30am EST	Prep and tech set-up
10:30-11:30am EST	Session 1
11:30am-12:30pm EST	Debrief Session 1 & Break
12:30-1:30pm EST	Session 2
1:30-2:30pm EST	Debrief Session 2 & Break
2:30-3:30pm EST	Session 3
3:30-4:00pm EST	Debrief All Sessions

Participant Overview

Each focus group will consist of 4-5 participants who share 1-2 demographics (e.g., age, race/ethnicity) or characteristics (e.g., banking status) as detailed in the table below.

Group		Participants		Characteristics
#	Name	Recruit	Attend	Income	Race/Eth	Age	Bank Status
01	Low Inc Younger	7	4-5	Low	Mix*	18-45	N/A
02	Low Inc Older	7	4-5	Low	Mix	45+	N/A
03	Med Inc Younger	7	4-5	Medium	Mix	18-45	N/A
04	Med Inc Older	7	4-5	Medium	Mix	45+	N/A
05	High Inc Younger	7	4-5	High	Mix	18-45	N/A
06	High Inc Older	7	4-5	High	Mix	45+	N/A
07	Black Younger	7	4-5	Mix	Black	18-45	N/A
08	Black Older	7	4-5	Mix	Black	45+	N/A
09	Hispanic Younger	7	4-5	Mix	Hispanic	18-45	N/A
10	Hispanic Older	7	4-5	Mix	Hispanic	45+	N/A
11	White All Ages	7	4-5	Mix	White	Mix	N/A
12	Asian All Ages	7	4-5	Mix	Asian	Mix	N/A
13	Other Race/Multiracial All Ages	7	4-5	Mix	Other Race/Multiracial	Mix	N/A
14	Gen Z	7	4-5	Mix	Mix	18-27	N/A
15	Millennials	7	4-5	Mix	Mix	28-43	N/A
16	Gen X	7	4-5	Mix	Mix	44-59	N/A
17	Baby Boomers	7	4-5	Mix	Mix	60+	N/A
18	Younger Unbanked	7	4-5	Mix	Mix	18-45	Un/under-banked
19	Older Unbanked	7	4-5	Mix	Mix	45-60	Un/under-banked
20	Unbanked Mix	7	4-5	Mix	Mix	Mix	Un/under-banked

*For groups where “mix” is specified for one or more characteristics, the recruiter will strive to recruit individuals from across all categories (e.g. all ages or all races/ethnicities). Bank Status will only be used as a qualifying criterion for the un/underbanked groups. For all other groups, the recruiter will record banking status but allow both banked and un/under-banked participants to participate. We expect un/under-banked rates in these groups to be in line with the general population.

Screener Questions

INTRODUCTION

Hello, my name is _____________. I am calling on behalf of _______ (recruiter). We are conducting paid focus groups in [insert timing]. We are NOT trying to sell you anything. This study will be conducted by Ipsos on behalf of The Office of the Comptroller of the Currency. The focus group will be 60 minutes in length and conducted virtually, and you would be sharing your personal preferences and experiences related to financial services and banking with other study participants. Any information about you will be kept strictly confidential as allowed by law.

You will be compensated $75 for your time. Would you be interested in participating?

[If interested in participating] I would like to ask you some questions to see whether you are eligible to participate.

The following would be required for participation in this research:

• A computer, tablet, or smartphone than can connect to a video call on Zoom

• A webcam

• A stable and fast internet connection

• A quiet, private space where you can join the interview

Are you able to meet ALL these requirements? [TERMINATE IF NO]

Banking Questions

Q1 How much do you participate in making financial decisions for your household, such as spending, saving, borrowing, or investing money?

1. I make all the decisions

2. A lot

3. Some

4. Very little

5. Not at all [TERMINATE]

Recruit a mix

Next, I’m going to ask some questions about accounts that you might have at banks, including credit unions.

Q2 Which of the following products and services offered by a bank or credit union do you currently use? These can be individual accounts or accounts with your spouse or family. (Select all that apply)

1. Checking account

2. Savings account

3. Bank credit card (e.g., Capital One, Chase)

4. Mortgage, auto, personal loans

5. None of the above

Recruit a mix

Categorize as unbanked if Q2 does not = “Checking account” or “Savings account”

If unbanked, skip to Q8, otherwise continue to Q3

Q3 Please list the names of all financial institutions you use for your banking and financial needs. These could include places where you keep your money (checking or savings accounts), have loans (auto, mortgage, personal loan, or credit card), or use other financial services.

Record answer. If respondent prefers not to answer, skip to Q3b.

Q3a Among the banks that you named, please tell us which one you consider as your primary bank. Your primary bank is the one you most frequently use for your day-to-day banking needs (e.g., checking account).

Record answer

Q3b Which of the following best describes your primary bank? Your primary bank is the one you most frequently use for your day-to-day banking needs (e.g., checking account).

1. Large bank(e.g., Chase, PNC Bank)

2. Small, regional, community bank

3. Credit union

4. Digital/online-only financial institution or ‘fintech’ (e.g., Chime, Upstart, SoFi, Prosper, Lending Club, Figure, etc.)

5. Alternative financial service provider (e.g., Western Union, MoneyGram, payday lender, auto title loans, etc.)

6. Other (please specify)

7. Don’t know

Recruit a mix

If “don’t know” for Q3b, Ipsos will classify institution type based on response in Q3b. If “prefer not to answer” Q3 and “don’t know” for Q3b, terminate.

Next, some questions about other financial services you might have used in the past 12 months through businesses that are not banks or credit unions.

Q4 In the past 12 months, did you cash a check through a business that is not a bank or credit union? Examples of other business where you can cash a check include Western Union, Ace Cash Express, United Check Cashing, Walmart Money Center, convenience stores, or liquor stores.

1. Yes

2. No

Q5 In the past 12 months, did you purchase a money order through a business that is not a bank or credit union? For example, you can purchase money orders at the Post Office, retail stores like Walmart, or Western Union and MoneyGram locations.

1. Yes

2. No

Q6 In the past 12 months, did you pay bills through a business that is not a bank or credit union, such as through Western Union or MoneyGram?

1. Yes

2. No

Q7 In the past 12 months, did you get a loan through a business that is not a bank or credit union (such as a payday loan, pawn shop loan, or auto-title loan)?

1. Yes

2. No

Categorize as underbanked if YES to ANY times for Q4-7 (cash a check, purchase a money order, pay bills or get a loan through a business that is not a bank or credit union)

Demographic Questions

To ensure we have a broad mix of people, please answer the following demographic questions.

Q8 What is your gender?

Record and mark answer, do not read list

	Woman
	Man
	Transgender
	Non-binary/Gender non-conforming
	Prefer not to answer

Record and recruit mix

Q9 What is your racial or ethnic identity? (Select all that apply)

Record and mark answer, do not read list

	American Indian or Alaskan Native
	Asian
	Black or African American
	Hispanic or Latino
	Middle Eastern or North African
	Native Hawaiian or Pacific Islander
	White
	Prefer not to answer

Recruit as specified in participant table

Q10 What is your age?

Record and mark answer to capture age and age range, do not read list

	18-24
	25-34
	35-44
	45-54
	55-64
	65+

TERMINATE if under 18

Recruit as specified in participant table

Q11 Where do you live?

Record state and metro area, and recruit mix across census regions (Northeast, South, Midwest, West)

Recruit a mix

Q12 Which of the following best describes the area where you currently live?

1. Urban

2. Suburban

3. Rural

4. Other (please specify)

Recruit a mix

Q13 How much did ALL members of your household earn in income last year? Total household income is for all people in the household from jobs, businesses, social security, etc.

Record: __________

Q14 How many people live in your household?

Record: __________

INC Enter State, Metro Area, and Annual Income and HH Size into this calculator: https://www.pewresearch.org/short-reads/2020/07/23/are-you-in-the-american-middle-class/

Record classification (Upper, Middle, Low) below. Do not read to respondent.

Income Category

	Upper
	Middle
	Low

Recruit according to participant table

Q15 What is the highest level of education or degree you have completed?

Record and mark answer, do not read list

1. Less than high school

2. High school graduate

3. GED or equivalent

4. Some college

5. Vocational college/trade school

6. Associate’s degree

7. Bachelor’s degree

8. Master’s degree

9. Doctoral degree

10. Professional school degree

Recruit a mix

Q16 Do you identify as having a disability? Please note this will not impact your ability to take part in this study. You may also decline to answer this question.

1. Yes [Continue to Q16a]

2. No [Skip to Q17]

3. Prefer not to answer [Skip to Q17]

If Q16 = “No” or “Prefer not to answer”, skip to Q17, else continue to Q16a

Q16a Please select any of the following disabilities you identify as having.

1. Sensory processing

2. Motor

3. Mobility

4. Cognitive

5. Mental-health related

6. d/Deaf

7. Hard of hearing

8. Blind

9. Low-vision (permanently reduced vision that cannot be corrected with glasses, contact lenses, medicine, or surgery)

10. Something else: Please specify _______

11. Prefer not to answer [Skip to Q17]

If Q19a = “Prefer not to answer”, skip to Q17, else continue to 6

Q16b Do you use any assistive technologies? Please note this will not impact your ability to take part in this study. You may also decline to answer this question.

1. Yes [Continue to Q16c]

2. No [Skip to Q17]

3. Prefer not to answer [Skip to Q17]

If Q16b = “No” or “Prefer not to answer”, skip to Q17, else continue to Q16c

Q16c Please indicate any of the assistive technologies you may use.

1. Screen reader (braille display or speech synthesis)

2. Screen magnification software

3. Screen magnification hardware

4. Switch system/Adaptive Input

5. Manual Communication Board

6. Augmentative Communication System

7. Low Tech Vision Aid

8. Amplification System including hearing aid

9. Environmental Control Unit/EADL

10. Manual or Power Wheelchair

11. Voice Recognition/Speech to Text

12. Something else: Please specify _______

13. Prefer not to answer

If participant selects a-l, categorize these participants as “Assistive Tech Users” in recruitment grid

Q17 If you are currently employed, what is your job title? If you are a student, please

indicate this and tell us what you are studying. 

Record and use discretion to screen out individuals working in or studying topics related to financial services.

Q18 Have you participated in a research study (e.g., usability study, focus group, etc.)

in the past?

1. Yes

2. No

If Q18 = “Yes”, continue to Q18a, else skip to Q19

Q18a When was the last time that you participated in a research study?

Do not read list, mark answer

1. Within the last 3 months [Place on hold]

2. 3-6 months ago [Continue]

3. Over 6 months ago [Continue]

Prioritize participants who have never participated or participated over 3 months ago; place others on hold if they are underbanked or unbanked

Q19 In a few sentences, describe your experience with banks or financial institutions.

Terminate if participant is not able to clearly articulate their thoughts. Terminate if answer is clearly incongruous with previous answers.

IMPORTANT: MUST BE READ TO ALL PARTICIPANTS

1. You will be participating in an online research study. It is very important that you log in 15 minutes before the start of your scheduled session time to test the software and get connected. If you are running late, please call the number I will be giving you.

2. You will be asked to sign and return a consent and confidentiality agreement before participating in the study.

3. The session you will be participating in will be a remote 60-minute focus group conducted via Zoom.

4. You will be video and audio taped for notetaking and data purposes only. Your data will be held confidential and will not be shared with anyone outside the client or Ipsos as allowed by law.

[Placeholder for OMB approval number]

OMB No: XXXX-XXXX

Approval expires Month DD, YYYY

Do you agree with and accept all these provisions?

• Yes

• No [TERMINATE]

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