Text Descriptions
Figure 1: Banking Responsibility
| Who does the majority of your banking? |
Non-seniors |
Seniors |
| You |
75% |
70% |
| You share responsibility |
18% |
22% |
| Someone else |
6% |
7% |
Return to Figure 1
Figure 2: Banking Proxies
| Do you currently act on behalf of someone else with regards to banking? |
% |
| Yes, act as proxy |
20% |
| No, do not act as proxy |
79% |
Return to Figure 2
Figure 3: Trusted Contact
| Would you give your bank permission to contact someone you trust if your bank had concerns about your well-being or about questionable transactions in your accounts? |
% |
| Yes, would give bank permission to contact someone trusted |
61% |
| No, would not give bank permission to contact someone trusted |
35% |
| Don't know |
3% |
Return to Figure 3
Figure 4: Most Common Method of Banking
| |
Non-seniors 55 (n=753) |
Seniors (n=2,254) |
| Online |
45% |
42% |
| In person |
11% |
32% |
| ATM |
6% |
15% |
| Mobile app |
35% |
5% |
| Phone |
2% |
4% |
| Other |
1% |
1% |
Return to Figure 4
Figure 5: Most Common Method of Banking [all age segments]
| |
18 to 34 (n=374) |
35 to 44 (n=204) |
45 to 54 (n=175) |
55 to 64 (n=850) |
65 to 74 (n=701) |
75+ (n=703) |
| Online |
37% |
45% |
57% |
50% |
45% |
23% |
| In person |
12% |
8% |
13% |
23% |
30% |
54% |
| ATM |
4% |
3% |
10% |
13% |
17% |
15% |
| Mobile app |
44% |
39% |
19% |
8% |
4% |
1% |
| Phone |
2% |
3% |
1% |
5% |
4% |
5% |
Return to Figure 5
Figure 6: Frequency of Banking
| |
Non-seniors (n=753) |
Seniors (n=2,254) |
| At least once a week |
7% |
14% |
| Several times a month |
10% |
17% |
| Once a month |
22% |
27% |
| Once every few months |
35% |
26% |
| Once a year |
18% |
10% |
| Never |
7% |
6% |
Return to Figure 6
Figure 7: Banking Products [seniors]
| |
% |
| Chequing or savings bank account |
97% |
| Credit card |
87% |
| Registered account |
64% |
| Personal Line of Credit or other loan |
54% |
| Other savings (e.g. GIC) |
29% |
| Mortgage |
26% |
| Home Equity Line of Credit |
24% |
| Reverse mortgage |
2% |
| Other investments (e.g. Mutual Funds) |
1% |
| Stocks and bonds |
<1% |
| Other |
1% |
Return to Figure 7
Figure 8: Issues Using Banking Products
| Did you experience any issues when using these banking products or services? |
% |
| Yes |
8% |
| No |
92% |
Return to Figure 8
Figure 9: Banking Products with Issues [seniors]
| |
% |
| Chequing or savings bank account |
44% |
| Credit card |
21% |
| Registered account |
8% |
| Personal Line of Credit or other loan |
6% |
| Other savings (e.g. GIC) |
5% |
| Mortgage |
3% |
| Home Equity Line of Credit |
1% |
| Can't recall |
11% |
Return to Figure 9
Figure 10: Preferred Method of Receiving Banking Information
| |
% |
| Regular mail |
37% |
| In person at a branch |
25% |
| Via online bank account, bank website, mobile app or online chat support |
18% |
| Via email or text message |
17% |
| By phone |
3% |
Return to Figure 10
Figure 11: Preferred Method of Receiving Banking Information [all age segments]
| |
Non-seniors (n=753) |
Seniors (n=2,254) |
| Regular mail |
18% |
37% |
| In person at a branch |
12% |
25% |
| Via online bank account, bank website, mobile app or online chat support |
29% |
18% |
| Via email or text message |
37% |
17% |
| By phone |
4% |
3% |
Return to Figure 11
Figure 12: Clarity of Information Received from Bank
| Have there been times when you’ve received information from your bank that was difficult to understand? |
% |
| Yes |
12% |
| No |
87% |
Return to Figure 12
Figure 13: Frequency of Receiving Difficult to Understand Information [seniors]
| |
% |
| Rarely |
45% |
| Sometimes |
35% |
| Often |
11% |
| Nearly always |
8% |
Return to Figure 13
Figure 14: Perceptions of Bank Employees
| |
Strongly agree |
Agree |
NET |
| You are treated with respect and professionalism when you do your banking. |
74% |
18% |
92% |
| Bank employees make an effort to understand your needs. |
55% |
27% |
82% |
| Bank employees ensure that you understand your banking products and services. |
54% |
27% |
81% |
| Bank employees know how to address your needs. |
50% |
29% |
79% |
| You rely on the advice of your bank when you make decisions about your banking products and services. |
31% |
28% |
59% |
Return to Figure 14
Figure 15: Perceptions of Bank Employees [all age segments]
| |
Non-seniors |
Seniors |
| Strongly agree |
Agree |
Strongly agree |
Agree |
| You are treated with respect and professionalism when you do your banking. |
68% |
22% |
74% |
18% |
| Bank employees make an effort to understand your needs. |
44% |
34% |
55% |
27% |
| Bank employees ensure that you understand your banking products and services. |
41% |
32% |
54% |
27% |
| Bank employees know how to address your needs. |
41% |
31% |
50% |
29% |
| You rely on the advice of your bank when you make decisions about your banking products and services. |
25% |
28% |
31% |
28% |
Return to Figure 15
Figure 16: Perceptions of Bank Employees' Skills & Knowledge
| Bank employees have the skills and knowledge to help you if your bank identified questionable transactions in your accounts that might be signs of financial abuse, fraud, or scams |
% |
| Strongly agree |
42% |
| Agree |
26% |
| Neither agree nor disagree |
16% |
| Disagree |
3% |
| Strongly disagree |
2% |
| Not applicable |
6% |
Return to Figure 16
Figure 17: Perceptions of Bank Employees' Skills & Knowledge [all age segments]
| Bank employees have the skills and knowledge to help you if your bank identified questionable transactions in your accounts that might be signs of financial abuse, fraud, or scams |
Non-seniors (n=753) % |
Seniors (n=2,254) % |
| Strongly agree |
33% |
42% |
| Agree |
29% |
26% |
| Neither agree nor disagree |
20% |
16% |
| Disagree |
6% |
3% |
| Strongly disagree |
3% |
2% |
Return to Figure 17
Figure 18: Financial Abuse, Fraud, or Scams [all age segments]
| Has your bank ever provided you with information about protecting yourself from financial abuse, fraud, or scams? |
% who have not been provided with information |
| 18 to 34 (n=374) |
31% |
| 35 to 44 (n=204) |
35% |
| 45 to 54 (n=175) |
30% |
| 55 to 64 (n=850) |
34% |
| 65 to 74 (n=701) |
40% |
| 75+ (n=703) |
51% |
Return to Figure 18
Figure 19: Frequency of Online Banking
| |
% |
| Daily |
11% |
| At least once a week |
28% |
| Several times a month |
14% |
| Once a month |
8% |
| Once every few months |
2% |
| Once a year |
1% |
| Never |
34% |
| Do not use the internet |
1% |
Return to Figure 19
Figure 20: Issues with Online Banking
| |
% |
| No issues |
74% |
| Server issues - website crashing/freezing |
9% |
| Forgetting your password |
3% |
| Trouble navigating the website |
3% |
| Transferring money accidentally |
2% |
| Lost/misplaced log in information |
1% |
| Experienced fraud/security issues |
1% |
| Internet connection issues |
1% |
| Issues with the mobile app (general) |
1% |
| Difficulty reversing or stopping transactions |
1% |
| Did not remember how to log in |
1% |
| Other |
1% |
| Don't know |
5% |
Return to Figure 20
Figure 21: Health Issues
| Any health issues that made it difficult to access products or services from your bank? |
% |
| Yes |
5% |
| No |
95% |
Return to Figure 21
Figure 22: Bank Closures
| Have you been affected by the closure of your local bank branch? |
% |
| Yes |
13% |
| No |
87% |
Return to Figure 22