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Barclays Security Survey

April 8th 2018, 6:16 am MDT

Q1 - 2. What is your gender?

# Answer % Count

1 Male 42.37% 25

2 Female 57.63% 34

Total 100% 59
Q2 - What is your age?

# Answer % Count

1 18 to 24 62.71% 37

2 25 to 34 32.20% 19

3 35 to 44 0.00% 0

4 45 to 54 5.08% 3

5 55 to 64 0.00% 0

6 65 or older 0.00% 0

Total 100% 59
Q3 - How many bank accounts have you currently got?

# Answer % Count

1 None 5.08% 3

2 1 22.03% 13

3 2 44.07% 26

4 3 13.56% 8

5 4 11.86% 7

6 5 1.69% 1

7 More than 5 1.69% 1

Total 100% 59
Q4 - How safe do you feel using banking on a scale of 1 - 10 with 1 being no safe at all to
10 being completely safe?
Q5 - 5. To what extent, do you agree or disagree with the following statement: "I place
more importance on trust in the relationship with my bank rather than getting the best
value for my investment”

# Answer % Count

1 Strongly disagree 5.36% 3

2 Slightly disagree 23.21% 13

3 Neither agree nor disagree 35.71% 20

4 Slightly agree 25.00% 14

5 Strongly agree 10.71% 6

Total 100% 56
Q6 - Tick the 10 most appropriate factors from The Trustworthiness Scale in which you
feel you would want your bank to do

# Answer % Count

1 Do whatever it takes to make me happy 2.80% 14

2 Keeps its words 5.00% 25

3 Acts in the best interest of its customers 6.20% 31

4 Shows high integrity 4.60% 23

5 Is honest 6.80% 34

6 Conducts transactions fairly 5.20% 26

7 Has the information it needs to conduct its business 3.60% 18

8 Is consistent in what it does 4.80% 24

9 Can be relied upon to give honest advice 4.40% 22

10 Shows respect for the customers 6.00% 30

11 Treats its customers fairly 5.40% 27

12 Has the same concerns as me 2.00% 10

13 Is receptive to my needs 3.80% 19

14 Competently handles all my requests 3.40% 17

15 Is efficient 4.80% 24

16 Communicates clearly 5.00% 25

17 Is responsive when contacted 4.80% 24

18 Informs me immediately of any problems 5.60% 28

19 Has the same values as mine 2.80% 14

20 Informs me immediately of new developments 4.00% 20

21 Act as I would 1.60% 8

22 Is knowledgeable 3.20% 16

23 Communicates regularly 4.20% 21

Total 100% 500

Q7 - 7. Rank the following phrases from 1-6 in order of what is most important to you
when choosing a bank regarding the TRUSTWORTHINESS, 1 being the least important; 6 is
the most important

# Question 1 2 3 4 5 6 Total

Customer
Orientation: The
bank is responsive
1 4.00% 2 4.00% 2 10.00% 5 26.00% 13 22.00% 11 34.00% 17 50
when contacted/
shows respect for
the customers/
 treats its customers
fairly/ competently
handles all my
requests/
communicated
clearly
Integrity: The bank
is honest/ shows
high integrity/
conducts
2 transactions fairly/ 2.00% 1 6.00% 3 14.00% 7 22.00% 11 20.00% 10 36.00% 18 50
acts in the best
interest of its
customers/ keeps
its word
Communication:
The bank informs
me immediately of
new
developments/
3 0.00% 0 6.00% 3 20.00% 10 16.00% 8 26.00% 13 32.00% 16 50
communicates
regularly/ act as I
would/ informs me
immediately of any
problems
Shared values: The
bank does
whatever it takes
to make me happy/
4 2.00% 1 6.00% 3 28.00% 14 26.00% 13 26.00% 13 12.00% 6 50
has the same
concerns as me/ Is
receptive to my
needs
Expertise: The bank
is
knowledgeable/can
5 0.00% 0 16.00% 8 12.00% 6 20.00% 10 26.00% 13 26.00% 13 50
be relied upon to
give honest advice/
is efficient
Ability and
Consistency: The
bank has the
information it
6 10.00% 5 6.00% 3 18.00% 9 28.00% 14 20.00% 10 18.00% 9 50
needs to conduct
its business/ is
consistent in what
it does
Q8 - 8. Tick 3 factors from The Trust Scale below that you think are the most important
factors for how you feel for your bank

# Answer % Count

1 I trust my bank to do what it says it will do 10.67% 16

2 I trust my bank to have my best interest at heart 6.00% 9

3 My bank is reliable 18.00% 27

4 My bank is honest with me 18.00% 27

5 My bank is concerned about my best interest 7.33% 11

6 My bank makes every effort to address my needs 7.33% 11

7 My bank has a reputation for being reliable 10.00% 15

8 My bank has a reputation for being honest 4.00% 6

9 My bank has a reputation for being dependable 4.00% 6

10 My bank has a reputation for looking after its customers 12.00% 18

11 My bank has a reputation for having its customers‟ interest at heart 2.67% 4

Total 100% 150

Q9 - Do you bank with Barclays?

# Answer % Count

1 Yes 28.57% 14

2 No 71.43% 35

Total 100% 49
Q10 - How often do you use Barclays?

# Answer % Count

1 Never 0.00% 0

2 Daily 64.29% 9

3 Weekly 21.43% 3

4 Once a month 7.14% 1

5 More than once a month 7.14% 1

Total 100% 14
Q11 - On a scale from 1 to 6, how do you rate the effectiveness of Barclays security
operations center at detecting and responding to your problem?, which 1 is being not
helpful at all, and 6 is extremely helpful and effective

# Answer % Count

1 1 0.00% 0

2 2 14.29% 2

3 3 7.14% 1

4 4 28.57% 4

5 5 28.57% 4

6 6 21.43% 3

Total 100% 14
Q12 - On a scale from 1 to 6, how satisfied are you with the quality of Barclays services?
which 1 is being not at all satisfied, and 6 is extremely satisfied

# Answer % Count

1 1 0.00% 0

2 2 7.14% 1

3 3 14.29% 2

4 4 21.43% 3

5 5 35.71% 5

6 6 21.43% 3

Total 100% 14
Q13 - On a scale from 1 to 6, how satisfied are you with the quality of Barclays services?
which 1 is being not at all satisfied, and 6 is extremely satisfied

# Answer % Count

1 1 0.00% 0

2 2 7.14% 1

3 3 7.14% 1

4 4 28.57% 4

5 5 42.86% 6

6 6 14.29% 2

Total 100% 14
QID25 - Have you seen the video series of Barclays warning customers about security?

# Answer % Count

1 Yes 12.50% 6

2 No 87.50% 42

Total 100% 48
QID26 - If yes, how much do you trust Barclays after you watch those videos?, which 1 is
being no trust at all, and 6 is completely trust

# Answer % Count

1 1 5.26% 1

2 2 5.26% 1

3 3 10.53% 2

4 4 42.11% 8

5 5 31.58% 6

6 6 5.26% 1

Total 100% 19
Q10 - How would you compare the overall quality of your bank to that of Barclays? 1 is
significantly worse and 6 is significantly better

# Answer % Count

1 1 0.00% 0

2 2 2.86% 1

3 3 25.71% 9

4 4 37.14% 13

5 5 20.00% 7

6 6 14.29% 5

Total 100% 35
Q11 - How would you compare the security quality of your bank to that of Barclays?

# Answer % Count

1 1 0.00% 0

2 2 0.00% 0

3 3 40.00% 14

4 4 28.57% 10

5 5 14.29% 5

6 6 17.14% 6

Total 100% 35