Introduction

My name is Trudie and I am the Banking Sector Champion appointed by  the Office for Disability Issues in February 2017. I work with banks, building societies and The Post Office to look at ways we can improve services for disabled customers. This survey aims to find out whether we are working on the right lines. It will also give us  all-round feedback on what customers currently think - to help us plan and decide what to do in the future. We would like to hear from disabled people or are carers of a disabled person.

All data will be combined so that no individuals can be identified from it. We will only use it for the purpose above.

Providers are banks, building societies and the Post Office. 

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* 1. How many providers do you have a current account with?

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* 2. Thinking about who your main current account is with, do you know what they do to support disabled customers?

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* 3. How easy is it to find out what they do for disabled customers?

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* 4. How would you like to find out what your main current account provider does for disabled customers?

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* 5. Let’s say you looked online to find information about support for disabled customers. Would you prefer this to be on many pages under a heading about Disability; or included with the main website content, or both?

E.g. If you were Deaf and wanted to know how to contact your provider, would you like to see this in its own section, or under the main contact pages with their other phone numbers?

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* 6. We want to learn which words you prefer to be used. Which of these is most like how you might describe yourself?

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* 7. Did you know that many banks offer a banking service for your account through the Post Office?

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* 8. We all buy products and services from different providers for all kinds of reasons. Your decisions may change, and often depend on things like:
- What you are buying
- What you want or may need
- How you prefer to pay for it and get it
- Whether you have used the supplier before.

Suppose you were interested in a product or service, and the business or shop selling it could clearly show that it was committed to supporting disabled customers  - by having something that showed it met an independent standard for doing so (like a kite-mark).

To what extent would you agree or disagree that this ‘accreditation’ would make you more likely to buy from them?

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* 9. How do you like to manage your banking?

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* 10. How easy is it for you to use this method?

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* 11. Can you do all the things you need to this way?

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* 12. Is it ever difficult for you to prove your identity to your main provider?

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* 13. Does your main current account provider have a branch within 2 miles of where you live or work?

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* 14. If yes, how easy is it for you to get there?

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* 15. Is your local branch aware of your needs?

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* 16. Describe the main benefits you get from digital technology (not just for banking).

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* 17. What are the main problems you may get using digital technology (not just for banking)?

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* 18. As we put more and more services online, we want to understand any problems you may have in getting online or using those services.

Please tick any of these that are true for you. You can give more details in the box below if you’d like to.

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* 19. Here are some ideas that we are working on now. We would like to know if you think they would be helpful to you.

Do awareness days such as International Day for Persons with Disabilities, Mental Health Awareness week or World Alzheimer’s day matter?

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* 20. You can get some cards that will tell any organisation what your needs are, so that they can provide assistance for you. The Access card, and cards issued by some charities are examples.

Are you aware of these?

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* 21. Do you use one?

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* 22. Would you use one?

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* 23. If there was one national or universal card, would your answer be different?

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* 24. You can get mobile phone apps that will tell any organisation what your needs are, so that they can provide assistance to you. MI Assist, Neatebox and Travel Apps are examples.

Are you aware of these?

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* 25. Do you use one?

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* 26. Would you use one?

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* 27. If there was one national or universal phone app , would your answer be different?

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* 28. If there was a universal pin badge that you could wear, that would tell any organisation that you needed additional assistance, would you use this?

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* 29. Demographic Information (Optional)

We won’t keep this information. We will use it only to get an idea of the range of different people who reply to this survey.

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* 30. What is your age?

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* 31. Are you a carer for someone with a disability?

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* 32. Do you consider yourself to be disabled?

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* 33. If yes, what group would your impairment fall under?

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