Fraud Resolution Customer Experience Survey
Understand how fraud victims evaluate alerts, navigate reporting, compare resolution channels, and weigh communication quality across banking relationships, so you can improve retention, sharpen channel strategy, and strengthen service positioning.
CONTEXT & RELEVANCE
Why run this survey now
Most banks don't lose customer trust purely on fraud occurrence. They lose it through delayed acknowledgment, unclear ownership, repeated documentation, weak updates, and inconsistent reimbursement, none of which fully show up in complaint logs or closure codes.
If you are...
- Fraud operations leaders
- Customer experience directors
- Digital banking product teams
- Risk and compliance heads
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete fraud resolution journey from detection to relationship recovery.
Detection & Alerts
- Fraud discovery source
- Alert relevance and timing
Reporting Access
- First reporting channel
- Access and completion barriers
Verification & Handoffs
- Evidence and documentation burden
- Team ownership continuity
Communication Quality
- Update frequency and clarity
- Reassurance and expectation setting
Resolution Speed
- Acknowledgment and closure timing
- Delay concentration by stage
Reimbursement Fairness
- Decision transparency and consistency
- Financial recovery expectations
Trust & Recovery
- Post-resolution confidence
- Relationship repair actions
Loyalty & Prevention
- Future banking behaviour
- Security feature adoption
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Fraud Resolution Customer Experience Survey, we recommend a digital-first quantitative approach with flexible data-collection modes to balance reach, depth, and verification across fraud types, resolution stages, and customer vulnerability levels.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the banking security and protection space.
Digital Security Alert Preference and Channel Positioning Study (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Digital Security Alert Preference and Channel Positioning Study (India)
Account Protection Feature Packaging and Pricing Exploration (India)
Digital Security Alert Preference and Channel Positioning Study (India)
OBJECTIVE
A pan-India retail bank needed to understand how mobile-first customers , older account holders , and high-frequency transactors compared SMS, app, email, and call alerts when judging urgency, credibility, and preferred next actions.
WHAT WE DID
We ran a structured online survey with 1,200 customers, balanced by age, account type, digital usage, and prior scam exposure, capturing alert recognition , channel credibility , response intent, message comprehension, and security feature awareness.
DELIVERED
The engagement produced a channel preference map , alert message territories , customer segment profiles, credibility benchmarks, and a prioritised set of communication levers for security teams, digital product owners, and customer engagement leaders.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between card fraud, UPI fraud and account takeover victims?
How will you measure resolution quality beyond simple ratings?
Will the survey map the full fraud reporting and resolution journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our fraud-related customer retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.