Online banking service failure and recovery survey

Do you have experience with online banking?

Yes

No

If yes, please continue with this survey.
Gender:

Male

Female

Age

Have you experienced service failure with online banking?

Yes, and I left

Yes, and they recovered from it

No

If yes to question 4, how satisfied were you with their recovery (1 = very unsatisfied, 5 = very satisfied)?

If yes to question 4, how long did it take the bank to recover?

Less than 24 hours

1 -3 days

4 days – 1 week