Appendices
Q20: Where are you from?
Choose a country
Appendices
"My bank has a better image than other banks."
Scale Item 1 to 5
5 = strongly agree
"I want to remain a customer at my bank."
Scale Item 1 to 5
B_Loyalty
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"My bank fulfils the promises it makes and the image it conveys."
Scale Item 1 to 5
B_Promises
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"I feel emotionally attached to my bank."
Scale Item 1 to 5
B_Emotions
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"My bank helps me to select the right product or service." Scale Item 1 to 5
B_Support
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"My bank’s products and services satisfy my needs." Scale Item 1 to 5
B_Product
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"I feel well informed about the products and services my bank offers."
Scale Item 1 to 5
B_Information
Click on the applicable 1 = strongly disagree to 5 = strongly agree
“How often do you interact with your bank through the following touchpoints?”
Personal Bank Advisor
Scale Item 1 to 5 TP_BankAdvisor
Click on the applicable 1 = never to
7 = always Website/Online Banking
Scale Item 1 to 5 TP_Website_
OnlineBanking
Click on the applicable 1 = never to
7 = always Mobile App Scale Item 1
to 5 TP_MobileApp
Click on the applicable 1 = never to
7 = always Mobile Messaging
(SMS) Scale Item 1 to 5 TP_SMS
Click on the applicable 1 = never to
7 = always Postal Mail Scale Item 1
to 5 TP_PostalMail
Click on the applicable 1 = never to
7 = always E-Mail Scale Item 1 to 5
TP_EMail
Click on the applicable 1 = never to
7 = always Customer Service Scale
Item 1 to 5 TP_Customer
Service Click on the applicable 1 = never to
Appendices
7 = always
“How often do you receive product or service
recommendations when you are in contact with your bank?”
RS_Frequency
Click on the applicable 1 = never to
7 = always
“I would appreciate product and service
recommendations from my bank…
…if the recommended product or service matches my interests.”
Scale Item 1 to 5
RS_C_Accuracy
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if the recommendation helps me discover new products or services.”
Scale Item 1 to 5
RS_C_Novelty
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if the
recommendations are diverse.” Scale Item 1 to 5
RS_C_Diversity
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if the information provided for the
recommended product or service is sufficient for me to make a purchase decision.” Scale Item 1 to 5
RS_C_
Information Sufficiency
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if I can inform my bank that I like/dislike the recommendation.”
Scale Item 1 to 5
RS_C_Interaction Adequacy
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if I can customise the recommendations I receive.” Scale Item 1 to 5
RS_C_Control
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if I understand why the product or service is recommended to me.”
Scale Item 1 to 5
RS_C_
Transparency
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if the recommendation helps me find the ideal product or service.”
Scale Item 1 to 5
RS_C_Perceived Usefulness
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if the recommendation makes me feel confident and comfortable about the decision.” Scale Item 1 to 5
RS_C_
Confidence
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…if I feel that the recommendation can be trusted.” Scale Item 1 to 5
RS_C_Trust
Click on the applicable 1 = strongly disagree to 5 = strongly agree RS_C_
Satisfaction Click on the applicable 1 = strongly disagree to
Appendices
…if I am satisfied with the recommendation.”
Scale Item 1 to 5
5 = strongly agree
If the recommendation provided by your bank would fulfil the criterions you indicated above, on a scale from 0-10, how likely are you to recommend your bank to a friend or
colleague?
NPS Scale Item 0 to 10 RS_CJD_NPS_
Group
Click on the applicable 0 = not likely at all to 10 = very likely NPS Scale Item 0 to 10 RS_CJD_NPS
Click on the applicable 0 = not likely at all to 10 = very likely
“I would appreciate product and service
recommendations from my bank if they are provided…
…by my personal bank advisor.” Scale Item 1 to 5
RS_TP_
BankAdvisor
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…on the website or in online banking.” Scale Item 1 to 5
RS_TP_Website_
OnlineBanking
Click on the applicable 1 = strongly disagree to 5 = strongly agree ...through the mobile
app." Scale Item 1 to 5 RS_TP_
MobileApp
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…via mobile messaging (SMS).” Scale Item 1 to 5
RS_TP_SMS
Click on the applicable 1 = strongly disagree to 5 = strongly agree ...by postal mail.” Scale
Item 1 to 5 RS_TP_
PostalMail
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…by e-mail.” Scale Item
1 to 5 RS_TP_EMail
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…by a customer service
agent.” Scale Item 1 to 5 RS_TP_
CustomerService
Click on the applicable 1 = strongly disagree to 5 = strongly agree If the recommendation
provided by your bank would fulfil the criterions you indicated above, on a scale from 0-10, how likely are you to recommend your bank to a friend or
colleague?
NPS Scale Item 0 to 10 RS_CJD_NPS_
Group
Click on the applicable 0 = not likely at all to 10 = very likely NPS Scale Item 0 to 10 RS_CJD_NPS
Click on the applicable 0 = not likely at all to 10 = very likely
“I would like to receive a relevant and personalised recommendation for a product or service from my bank…
…when I become aware that I need a new product or service from my bank.” Scale Item 1 to 5
RS_CJD_Problem Awareness
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…when I am starting to
look for a product or RS_CJD_
ProblemAnalysis Click on the applicable 1 = strongly disagree to
Appendices
service at my bank.”
Scale Item 1 to 5
5 = strongly agree
…when I am evaluating different products and services.” Scale Item 1 to 5
RS_CJD_OptionI dentification
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…when I am purchasing a product or service.”
Scale Item 1 to 5
RS_CJD_
Purchase
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…when I receive my new product or service.”
Scale Item 1 to 5
RS_CJD_
Delivery
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…when I am using my product or service.”
Scale Item 1 to 5
RS_CJD_Use
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…when I am planning on supplementing my product or service.”
Scale Item 1 to 5
RS_CJD_
Supplement
Click on the applicable 1 = strongly disagree to 5 = strongly agree
…when the current product or service for my financials is about to expire.” Scale Item 1 to 5
RS_CJD_
Disposal
Click on the applicable 1 = strongly disagree to 5 = strongly agree If the recommendation
provided by your bank would fulfil the criterions you indicated above, on a scale from 0 to 10, how likely are you to recommend your bank to a friend or colleague?
NPS Scale Item 0 to 10 RS_CJD_NPS_
Group
Click on the applicable 0 = not likely at all to 10 = very likely Click on the applicable 0 = not likely at all to 10 = very likely
“If my bank provides me with relevant and personalised recommendations…
"…I think that my bank is innovative." Scale Item 1 to 5
RS_Innovation
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…I feel that I can trust my bank." Scale Item 1 to 5
RS_Trust
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…I think that my bank has a better image than other banks." Scale Item 1 to 5
RS_Image
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…I would remain a customer at my bank."
Scale Item 1 to 5
RS_Loyalty
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…my bank fulfils the promises it makes and the image it conveys."
Scale Item 1 to 5
RS_Promises
Click on the applicable 1 = strongly disagree to 5 = strongly agree
Appendices
"…I feel emotionally attached to my bank."
Scale Item 1 to 5
RS_Emotions
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…I feel that my bank supports me to select the right product or service"
Scale Item 1 to 5
RS_Support
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…I would like my bank to use my personal data to improve
recommendations." Scale Item 1 to 5
RS_Product
Click on the applicable 1 = strongly disagree to 5 = strongly agree
"…I feel well informed about the products and services my bank offers."
Scale Item 1 to 5
RS_Information
Click on the applicable 1 = strongly disagree to 5 = strongly agree
What is your age?
Age D_Age_Recoded
1 = 18 - 24 2 = 25 - 34 3 = older than 34
What is your gender? Sex D_Gender
1 = Males 2 = Females What is your highest
educational degree?
Highest Educational
Degree D_Education_
Recoded 1 = Master's Degree
2 = Bachelor's Degree
What is your employment status?
Employment Status D_Employment Status_Recoded
1 = Student 2 = Employed What is your nationality Nationality D_Nationality_
Recoded
1 = German 2 = Other