SEIU Local SEIUMO1

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SEIU Bank Community Accountability Questionnaire

Please fill out the following form about your banking experience. We will not ask you for any financial information. The data you and others provide is intended to improve access to banking for low-income and immigrant communities to Missouri and southwestern Illinois.

The questionnaire should take approximately 15 minutes.

General

Your primary Bank

Which branch to you visit most often?

Do you have a bank account?

Yes No

If you do not have a bank account, why not?

If you do not have a bank account, do you cash checks at this branch?

Yes No

How much do they charge you to cash a check?

Why do you chose to visit this bank?

Do you have to pay a fee for: (Select all that apply)

Using an ATM from another bank

Not maintaining a minimum balance

Not paying a bounced check within a certain number of days

A printout of my recent activity

Overdraft/Bouncing a check

None of these

Customer Service

Have you ever been charged a fee to withdraw money from your checking account (i.e., for a temporary check)?

Yes No

Have you ever been charged a surprise fee?

Yes No

	If yes, what was it for? (Select all that apply)
	ATM charge
	Overdraft/Bouncing a check
	Leaving your account overdrawn for a few days
	Overdraft Protection
	Taking out a loan
	Late payment on a loan
	Other (Please Describe):

When you opened your account, did someone at the bank take time to explain all of the fees and restrictions of your account?

Yes No

Have you ever had trouble with the bank refusing to accept your consular ID? If you do not use a consular ID, please click the radio button next to "don't use."

Yes No Don't Use

When you have called your bank, is your call taken in:(Select one)

Under 1 minute

1 to 5 minutes

More than 5 minutes

Sometimes bank customers complain they cannot access their accounts due to a bank error, leaving them without access to cash at critical times. Have you ever been locked out of your bank account?

Yes No

If yes, was the problem resolved quickly?

Yes No

Getting the Most Our of Your Bank

Which of the following types of accounts do you have? (Select all that apply)

Checking account

Savings account

Money market account

Certificate of deposit

Retirment savings account

Home loan

Car loan

Student loan

Do you use the services of bank tellers?

Yes No

	If no, why not? (Select all that apply)
	They charge a fee
	They do not speak my language
	They are unfriendly
	They take too long
	Other (Please Describe):
	If yes, have you ever had difficulty getting served by a teller?
	Yes No

Do you have Internet access?

Yes No

Do you have a phone?

Yes No

Do you use the services of a personal banker?

Yes No

	If no, why not? (Select all that apply)
	They charge a fee
	They do not speak my language
	They are unfriendly
	They take too long
	Other (Please describe:):
	If yes, have you ever had difficulty being served by a personal banker?
	Yes No

Have you ever applied for a home loan with this bank?

Yes No

	If no, why not? (Select all that apply)
	I'm not planning to buy a home
	Loan specialists don't speak my language
	I didn't know about these loans
	I don't think I'd be approved
	Other (Please describe):

	If yes, have you experienced any of the following problems? (Select all that apply)
	Rejected for loan
	Interest rate too high
	High fees
	Charged fees were not explained
	Bank didn't send me all the paperwork to make on-time payments

Have you ever applied for a car loan with this bank?

Yes No

	If no, why not? (Select all that apply)
	I've never been in the market for a car loan
	Loan specialists don't speak my language
	I didn't know about car loans
	I didn't think I'd be approved
	Other (Please describe):

	If yes, have you experienced any of the following problems? (Select all that apply)
	Rejected for loan
	Interest rate too high
	High fees
	Charged fees were not explained
	Bank didn't send me all the paperwork to make on-time payments

Have you ever applied for a student loan with this bank?

Yes No

	If no, why not? (Select all that apply)
	I've never been in the market for a student loan
	Loan specialists don't speak my language
	I didn't know about student loans
	I didn't think I'd be approved
	Other (Please describe):

	If yes, have you experienced any of the following problems? (Select all that apply)
	Rejected for loan
	Interest rate too high
	High fees
	Charged fees were not explained
	Bank didn't send me all the paperwork to make on-time payments

Have you ever applied for a credit card with this bank?

Yes No

	If no, why not? (Select all that apply)
	I've never been in the market for a credit card
	Loan specialists don't speak my language
	I didn't know about credit cards
	I didn't think I'd be approved
	Other (Please describe):

	If yes, have you experienced any of the following problems? (Select all that apply)
	Rejected for loan
	Interest rate too high
	High fees
	Charged fees that were not explained
	Bank didn't send me all the paperwork to make on-time payments

Do you have a checking account with this bank?

Yes No

If yes, what is the name of the product?

If yes, was this checking account your only option due to minimum balance requirements?

Yes No

Communication

In which language are you most comfortable conducting business? (Select one)

English

Spanish

Spanish, Mayan dialect (please describe):

Vietnamese

Bosnian

Somali

Other (Please describe):

If you conduct business in a language other than English, how do you communicate with the bank when using the following services:

	ATM (Select one)
	I speak English
	ATM is in my native language
	ATM is in a language I read
	Family/Friend translates for me
	Another customer helps translate
	Other (Please describe):

	Teller (Select one)
	I speak English
	Teller speaks my native language
	Teller speaks a language I speak
	Family/Friend translates for me
	Another customer helps translate
	Other (Please describe):

	Personal Banker (Select one)
	I speak English
	Personal banker speaks my native language
	Personal bankers speaks a language I speak
	Family/Friend translates for me
	Another customer helps me translate
	Other (Please describe):

	Loan Specialist (Select one)
	I speak English
	Loan specialist speaks my native language
	Loan specialist speaks a language I speak
	Family/Friend translates for me
	Another customer helps me translate
	Other (Please describe):

Have you ever had a problem with the lack of bilingual services offered by the bank?

Yes No

	If yes, which problem(s) have you experienced? (Select all that apply)
	I have to wait longer to speak to a teller
	I have to wait for family/friend to help
	I do not use the ARM as often as I like
	I do not speak to a teller as often as I would like
	I get confused
	I get charged fees I do not expect or understand
	Lack of privacy
	Other (Please describe):

Are your account statement and other bank materials written in your language?

Yes No

General

Are you an immigrant?

Yes No

If yes, from what country?

What do you consider your race(s) and/or ethnicities?

What is your annual income?

I am a student and do not have my own income.

I am retired and no longer work.

$1-$15,000

$15,001-$30,000

$30,001-$45,000

$45,001 or more

How would you rank your overall satisfaction with the Bank?

Totally Satisfied

NOT Satisfied At All

10 9 8 7 6 5 4 3 2 1

How likely are you to remain with the Bank?

Will Definitely Remain

Will NOT Remain

10 9 8 7 6 5 4 3 2 1

How likely are you to recommend the Bank to friends or family?

Will Definitely Recommend

Will NOT Recommend

10 9 8 7 6 5 4 3 2 1

Thank you taking the time to fill out this questionnaire. We will use this information to improve access to banking for low-income and immigrant communities in Missouri and southwestern Illinois.