EMV Activation

1. Did you read the information on the letter that the card was placed on? *This question is required.

• Yes
• No

Was the information on how to activate your credit card easy to find?
 

• Yes
• No

2. Was the message clear that a Personal Identification Number (PIN) is required to conduct transactions? *This question is required.

• I read and understood the message.
• I did not see the message
• I read but did not understand the message.

3. What channel did you use to activate your card?

• Web
• Phone (automated machine)

4. On a scale of 1-5, with 5 being the highest, how would you rate the activation process?

1. Extremely difficult	2. Difficult	3. Neutral	4. Easy	5. Extremely easy
1. Extremely difficult	2. Difficult	3. Neutral	4. Easy	5. Extremely easy

5. Please indicate the timeline between entering your mobile phone number and receiving  the sms code on your mobile phone *This question is required.

• Less than 10 seconds
• Within one minute
• Greater than one minute
• Did not receive an SMS code on my mobile phone
• Not applicable (No options provided for SMS message)

6. How easy was it for you to retrieve the SMS message?

1. Extremely difficult	2. Very difficult	3. I did not receive an SMS message	4. Very easy	5. Extremely easy
1. Extremely difficult	2. Very difficult	3. I did not receive an SMS message	4. Very easy	5. Extremely easy

7. Did you have to call or be transferred to an Activation Specialist, during the activation process?

• Yes
• No

How was your experience with the activation specialist? *This question is required.

• Able to assist
• Not able to assist

8. Have you made a purchase with your card since activation?

• Yes
• No

Please rate your transaction:

• The process was simple and easy for me to follow
• The process was difficult for me to follow
• I was not able to complete the transaction

9. Having selected your own unique PIN, how easy was it on your first transaction to remember your PIN?

• Easy to recall my PIN
• Somewhat difficult to recall my PIN
• I could not remember my PIN