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Fraud alert survey template

Hear how a fraud alert felt, once the case is closed

Four questions after a fraud case closes: whether the alert was real, how quickly you acted, how clear your messages were and how safe the customer feels now. Add an open question and Usertick reads every written answer for you.

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What this fraud alert survey tells you

A fraud alert follow-up survey asks customers how the alert and the case felt from their side. This template asks four questions in about 35 seconds: whether the alert was about real fraud, how quickly you acted, how clear your messages were and how safe they feel banking with you now.

It is written for an email sent once the fraud case is closed, when the card is replaced or the money returned. The same template runs as a link in the closing message your fraud team sends, or in the chat layout, one question at a time.

Results shows the share of real fraud and false alarms, the speed and clarity ratings as CSAT and the average safety score, each against the period before, and selecting an answer filters the whole page to those customers. Add an open question and Usertick reads each written answer, files it under a category such as Security and fraud and gives it a type and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
Under a minute
Written for
An email once the fraud case is closed
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 4 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 4 · Multiple choice

Was the alert about a real problem?

Why ask it
Real fraud and a false alarm are two different experiences. A customer whose own purchase was blocked judges speed and clarity differently from one who lost money, and this answer lets you read them apart.
What you learn
A donut shows the share and count of each answer, and over time as stacked shares, so a rising share of No, it was me points to rules that block too many genuine payments.
Make it yours
Keep it first. In the email it is answered with one tap, and every later answer can be filtered by it.
Question 2 of 4 · Stars

How quickly did we act?

Why ask it
Speed is what customers judge first in a fraud case: how long the card stayed open and how long it took until someone called.
What you learn
Results shows the average, a bar per rating and the share who rated 4 or higher, against the period before. Choose Yes, it was fraud to see the rating from customers who lost money.
Make it yours
When your process starts with an automatic block, change the label so customers rate the follow-up rather than the block.
Question 3 of 4 · Stars

How clear were our messages?

Why ask it
Fraud messages look like the scams they warn about. Customers who found yours unclear may ignore the next one, or call a number they shouldn't.
What you learn
Results shows the average, a bar per rating and the share who rated 4 or higher, against the period before.
Make it yours
When clarity falls, compare it with the messages you sent that period, such as a new alert wording or a new call script.
Question 4 of 4 · Big scale

How safe do you feel banking with us now?

Why ask it
A fraud case can end well and still leave a customer ready to leave. A 1 to 10 safety score shows how much of their confidence came back.
What you learn
Results shows the average and a column for each step, against the period before. Filter to the low scores to see which part of the case those customers rated lowest.
Make it yours
Give every score of 4 or lower an owner in the inbox, so someone calls before the customer moves their money.

What the answers show

Results turns each question into numbers you can follow week by week.

How quickly did we act?

The average rating and the share who gave 4 or 5 stars, against the period before.

Was the alert about a real problem?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Fraud alert follow-up in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Send it after closing, never during

    Wait until the case is closed and the money or the card is sorted. A survey that arrives during an open case looks like the scam the customer is worried about.

  2. 02

    Make the email easy to recognize

    Name the case date in the first line and never ask for a password, a code or a card number. Connect your own sender, so the email comes from your bank's own address.

  3. 03

    Add an open question

    The template has no written question. Add an optional open question about what would have helped, so Usertick reads each customer's own account of the case.

  4. 04

    Show false alarms to the fraud team

    On every plan, a workflow can post each No, it was me answer to Slack or Microsoft Teams, so the team that tunes the rules sees how often genuine payments are blocked.

Customer supportFinancial services surveysEmail surveysAccounts and onboarding questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

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SupportTrust and supportMeasure how well a request was handled and how much customers trust you with their money. Send it after a support case is closed.
SupportFailed paymentLearn whether customers understood why a payment failed and how easy it was to fix. Send it after a failed payment is resolved.
SupportCard disputeLearn how customers experienced a card dispute, from raising it to the outcome. Send it once the dispute is closed.
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.

Questions from the library

Browse the question library
  1. How easy was it to open your account?Customer effort · Accounts and onboarding
  2. How many minutes did opening the account take?Ruler · Accounts and onboarding
  3. Where did opening your account get hard?Multiple choice · Accounts and onboarding
  4. Were the fees clear before you signed up?Yes / No · Fees and transparency
  5. How fair do our fees feel?Stars · Fees and transparency
  6. Have you ever been surprised by a fee?Yes / No · Fees and transparency

Frequently asked questions

Within a few days of closing the case. Customers then remember the alert and the calls, and the case is settled, so the survey doesn't add to their worry.

Yes. They are many of the people your alerts reach, and their answers show whether blocks on genuine payments are costing you trust.

Send it from your own address by connecting your own sender, name the case in the first line and never ask for a password, a code or a card number. The survey only needs taps.

Three to five. This template asks four taps and takes about 35 seconds.

Read how the customer rated speed and clarity, then call them to explain what changed on the account. Give the response an owner and a status in the inbox until the call is done.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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