Overdraft questions that show when customers need a warning
Ask customers how they use their overdraft, whether they knew the cost and which alerts would help. Each question below comes with when to ask it and what the answer tells you.
What overdraft survey questions tell you
Overdraft survey questions ask customers how often they go below zero, what the overdraft pays for, whether they knew what it would cost and which warning they would want before a charge. The answers show whether your overdraft works as a safety net or as a source of surprise fees, and which alerts would keep customers above zero.
Ask a few days after a customer has used the overdraft, or after a statement that shows overdraft charges. From Starter, target a website survey by a user trait such as recent overdraft use, or send the email to a list of those customers. Pick four to six questions, and keep the tone neutral.
Written answers get a category, a theme, a type and a sentiment, and each response an urgency, so a customer who sounds in difficulty reaches your support team. Give those responses an owner and a status in the inbox, and add the alert ideas to a Google Sheet for your product team.
- Questions
- 14
- Best asked
- A few days after overdraft use
- Industry
- Finance
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 overdrafts and short term cash questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How customers use the overdraft
Ask whether, how often and for what customers go below zero, so you can tell emergency use from everyday use.
- 01Yes / No
Have you used your overdraft in the last three months?
Whether the customer used the overdraft recently. Use logic so customers who answer No skip the questions about use and cost.
- 02Multiple choice
How often do you go below zero?
How often the customer goes below zero, from most months to never. Select Most months in Results; those customers may need a conversation more than an alert.
- 04Multiple choice
What do you use an overdraft for?
What the overdraft pays for, from bills before payday to groceries. The bars show whether customers use it for emergencies or for everyday costs.
- 08Dropdown
What do you do when money runs short?
What the customer does when money runs short, from the overdraft to waiting until payday. The shares show where your overdraft sits among their options.
The cost and how clear it is
Check whether customers knew the cost and can see the charges, and rate each part of the overdraft.
- 03Yes / No
Did you know what the overdraft would cost?
Whether the customer knew the cost before using it. Select No in Results to read their clarity rating and what would help them stay above zero.
- 05Stars
How clear are the overdraft charges in the app?
Stars for how clear overdraft charges are in the app. Results shows the average and the share who rated 4 or higher; ask again after you change the charge screens.
- 11Matrix
Rate our overdraft on each
The limit, the cost, warnings before charges and changing the limit, in one grid. The heat map shows which part customers rate lowest, with an average for each row.
Warnings before a charge
Ask which alert customers want and how, before you change when and where warnings go out.
- 12Text
Which alert would you want before a charge?
Asks which alert the customer would want before a charge. Read it with the pairs of alert choices to design a warning customers actually use.
- 13This or that
Before a charge you would rather have
Two pairs on warnings: the channel for the alert, and a daily balance or a warning only when low. The split bars in Results tell you which default to set.
The overdraft as a safety net
Measure how useful the overdraft feels, the limit customers want and how checking the balance feels, then ask what would help.
- 09Big scale
How useful is the overdraft as a safety net?
How useful the overdraft feels as a safety net, on a 1 to 10 scale. Read the low columns beside the cost question to see whether surprise charges are behind them.
- 10Number
What overdraft limit would suit you?
The overdraft limit the customer would want, typed as a number. Results shows the median and the middle half, a guide when you review default limits.
- 07Customer effort
How easy was it to arrange an overdraft?
How easy it was to arrange the overdraft. Send it to customers who set one up recently; low scores point at the application steps.
- 14Emoji
How do you feel when you check your balance?
How the customer feels when checking the balance, on a row of faces. It can be answered inside an email Usertick sends, and shows the worry behind the numbers.
- 06Text
What would help you stay above zero?
The open question on staying above zero. Answers arrive with a sentiment and a theme, so ideas such as earlier pay or a buffer group together.
Tips for asking about overdrafts and short term cash
Small choices that get honest, useful answers.
- 01
Ask after real use
Send the survey to customers who used the overdraft in the last few weeks. Their answers on cost and warnings are specific.
- 02
Keep the tone neutral
Ask about use without judgment, so the survey reads as a way to improve the product.
- 03
Skip what doesn't apply
Use logic so customers who haven't used the overdraft skip to the safety net and alert questions.
- 04
Turn alert answers into defaults
Read the alert preferences and the open answers together before you change when and how warnings go out.
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 overdrafts and short term cash
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few days after a customer uses the overdraft or receives a statement with overdraft charges. Usertick has no automatic send after an event in another system, so send in weekly batches to a contact list.
Yes. From Starter, target a website survey by a user trait you pass in, such as recent overdraft use, or send the email to a contact list of those customers.
Four to six. Start with how often they go below zero, ask whether they knew the cost and which alert they want, 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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