Fraud questions that show how safe customers feel afterward
Ask customers how a fraud case was handled, from the first alert to getting their money back. Each question below comes with when to ask it and what the answer tells you.
What fraud survey questions tell you
Fraud survey questions ask customers about one of the worst days they can have with a bank: how they found out, how quickly your team answered, whether the money came back and how safe they feel now. How a fraud case is handled can decide whether the customer keeps their main account with you.
Ask a few days after the case is closed, once the customer knows the outcome. Keep it to four or five questions, sent by email or as a link in your own case closed message. Never ask for card numbers, passwords or codes in the survey, and say so in the invitation, since customers who just faced fraud are right to be wary of links.
Each written answer gets a category, a theme, a type and a sentiment, and each response an urgency, so a customer who still feels exposed reaches the fraud team first. Give each response an owner and a status in the inbox, and post urgent ones to Slack or Microsoft Teams.
- Questions
- 14
- Best asked
- A few days after the fraud case closes
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 fraud and security questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How the case was handled
Rate the speed, the explanation and how easy the team was to reach, then check the outcome that matters most.
- 02Stars
How quickly did we respond?
Stars for the speed of the first response. Results shows the average and the share who rated 4 or higher; read it beside the days it took to resolve.
- 03Stars
How clearly did we explain what happened?
Stars for the explanation of what happened. A low average can mean customers still don't know how the fraud worked, which leaves them open to the next attempt.
- 10Customer effort
How easy was it to reach the fraud team?
How easy the fraud team was to reach. Results shows the average and the share who found it easy; low scores point at phone wait times or contact details that are hard to find.
- 06Ruler
How many days did it take to resolve?
Days from report to resolution, on a ruler up to 30. Results shows the median and the middle half, so a few long cases don't hide behind quick ones.
- 05Yes / No
Was your money returned?
A yes or no on the outcome that matters most. Select No in Results to read everything those customers said, and give each response an owner in the inbox.
How the fraud came to light
Learn who spotted it first and when, and collect the scam message itself, so your alerts catch the next case sooner.
- 01Multiple choice
How were you alerted to the suspicious activity?
How the customer found out, from a phone call to noticing it themselves. A large share who picked I noticed it myself tells you your alerts missed cases they should have caught.
- 14Date
When did you notice the transaction?
When the customer noticed the transaction, picked on a calendar. Compare it with the date of the transaction itself to see how long fraud goes unnoticed.
- 13Screenshot
Capture the message or site that looked suspicious
Lets the customer capture the message or site that looked suspicious, shown in a gallery in Results. Use it in a survey for reporting suspected fraud. Screenshot is on every plan, 1 per survey on Free.
How safe customers feel
Ask how safe the customer feels now and what would help, so you can follow up before trust turns into a closed account.
- 04Big scale
How safe do you feel now?
How safe the customer feels now, on a 1 to 10 scale. Select the low columns in Results to see whether those customers got their money back.
- 12Emoji
How did the experience feel?
How the whole experience felt, on a row of faces. It can be answered inside an email Usertick sends, and picks up stress that the speed ratings miss.
- 08Text
What would help you feel safer?
The open question for the end. Answers arrive with a sentiment and a theme, so requests for better alerts or faster blocking group together for the security team.
Security habits and preferences
Find out which protections customers use, whether they know how to report fraud and how they want you to act next time.
- 07Multiple choice
Which security features do you use?
Which security features the customer already uses, with None for those using none. The bars show which protections to promote after a fraud case.
- 09Yes / No
Do you know how to report fraud to us?
Tests whether customers know how to report fraud to you. A large share of No answers is worth fixing in your app and on your website before the next case.
- 11This or that
For a suspicious payment you prefer
Two pairs: block first or ask first, and a call or a written message. The split bars in Results guide how your fraud rules and contact methods should work by default.
Tips for asking about fraud and security
Small choices that get honest, useful answers.
- 01
Wait until the case is closed
Send the survey once the customer knows whether the money came back. Asked mid-case, every answer is about the wait.
- 02
Say what the survey won't ask
State in the invitation that the survey never asks for card details, passwords or codes. Customers who just faced fraud are cautious about links, and rightly so.
- 03
Follow up on every No
Give every customer whose money wasn't returned an owner in the inbox. They need a clear explanation and a next step.
- 04
Keep it to five questions
Ask about speed, the explanation, the outcome and how safe they feel, then the open question. A long survey after a stressful case loses people.
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 fraud and security
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few days after the case is closed. Usertick sends to a contact list now or on a date you schedule up to 30 days ahead, with no automatic send when your fraud system closes a case, so send in weekly batches.
Yes, for a website, link or QR code survey with anonymous responses turned on: no user ID, traits or visitor ID are stored. That doesn't apply to surveys sent through Usertick email.
Yes, on every plan, with the Screenshot question (1 per survey on Free). Captures appear in a gallery in Results with the rest of the answer.
Four or five. Start with how quickly your team responded, ask whether the money came back and how safe they feel, and end with the open question.
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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