Accessibility questions that show where banking shuts people out
Ask customers what makes banking harder for them, from small text to phone menus and time limits. Each question below comes with when to ask it and what the answer tells you.
What banking accessibility survey questions tell you
Banking accessibility survey questions ask customers what gets in their way, such as small text, complex menus, time limits when logging in, jargon or stairs in the branch, and which settings they rely on to bank on their own. The answers show where your app, website, phone line and branches work for everyone and where a customer needs help from someone else.
Ask at any time of year, on your website with a side button, in branches with a QR code and by email to customers who asked for support. Keep the survey to four to six questions, and use the Chat layout, which shows one question at a time.
Each written answer gets a category, a theme, a type and a sentiment, and each response an urgency, so a customer locked out of their account reaches support first. Give each response an owner and a status in the inbox, and open an issue in Jira or Linear for each accessibility fix.
- Questions
- 14
- Best asked
- Any time, with a side button or QR code
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 banking everyone can use questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
What makes banking harder
Ask about barriers and the hardest thing, and let customers show the screen, so each fix has a concrete starting point.
- 01Multiple choice
Which of these make banking harder for you?
What makes banking harder, from small text to stairs in the branch. The bars in Results show which barriers are most common across digital and physical channels.
- 06Text
What is the hardest thing about banking with us?
The open question on the hardest thing. Answers arrive with a sentiment and a theme, so problems such as timeouts or jargon group together for the right team.
- 12Screenshot
Show us the screen you struggle with most
Lets the customer capture the screen they struggle with, shown in a gallery in Results. It shows your designers the exact page. Screenshot is on every plan, 1 per survey on Free.
- 11Text
What single change would help you most?
The single change that would help most. Read these first when you plan accessibility work, since each answer names one concrete fix.
Settings and tools customers rely on
Learn which settings customers turn on, whether the app works with them and how they prefer to sign in.
- 02Yes / No
Can you use the app with the settings you rely on?
Whether the app works with the settings the customer relies on. Select No in Results to read which settings those customers use and what they struggle with.
- 04Multiple choice
Which of these do you turn on to help you bank?
The settings and tools customers turn on, from larger text to a trusted helper. The bars show which ones to test your app and website against before each release.
- 03Stars
How easy is our app to read?
Stars for how easy the app is to read. Results shows the average and the share who rated 4 or higher; ask again after you change text sizes or contrast.
- 05Multiple choice
How do you prefer to prove who you are?
How the customer prefers to prove who they are, from a password to a call with staff. The donut shows which sign-in options to keep and offer.
Reaching a person
Check how easy and how quick it is to reach a human, and whether customers rely on someone else to bank.
- 07Customer effort
How easy is it to reach a human when you need one?
How easy it is to reach a person. Results shows the average and the share who found it easy; low scores matter most for customers who can't use the app.
- 13Ruler
How many minutes does it take to reach support by phone?
Minutes to reach support by phone, on a ruler up to an hour. Results shows the median and the middle half, a number to compare with your own call data.
- 08Yes / No
Has anyone helped you with your banking in the last year?
Whether someone helped the customer bank in the last year. Select Yes in Results to see which barriers those customers face.
Each channel and how it feels
Rate the app, website, phone line and branch, then measure independence and how banking feels day to day.
- 10Matrix
Rate how well each of these works for you
The app, website, phone line and branch in one grid. The heat map shows which channel works worst for your customers, with an average for each row.
- 09Big scale
How independent do you feel managing your money?
How independent the customer feels managing money, on a 1 to 10 scale. Compare it with the period before after you fix the barriers customers named.
- 14Emoji
How does banking with us feel day to day?
How banking feels day to day, on a row of faces. It can be answered inside an email Usertick sends, and works as a simple opening question.
Tips for asking about banking everyone can use
Small choices that get honest, useful answers.
- 01
Offer more than one way to answer
Put the survey on your website, in an email and on a QR code in branches, so customers can use the channel that works for them.
- 02
Show one question at a time
Use the Chat layout, which shows one question at a time. A long page of questions is harder to follow with large text or a screen reader.
- 03
Keep the words plain
Write questions without banking jargon, and keep each one short enough to read in one go.
- 04
Act on the single change
Read the answers on the single change each month, and share the fixes customers name most with your product and branch teams.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about banking everyone can use
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Every customer, since many barriers aren't visible from the outside. Use the settings question to read the answers of customers who use a screen reader or larger text on their own.
On your website with a side button, by email, and on a QR code in branches. Usertick doesn't run inside a phone app, but your app can open the survey's link.
Four to six. Start with what makes banking harder, ask whether the app works with their settings and how easy it is to reach a person, and end with the single change.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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