AFB Online Banking Accessibility Survey

Thank you for participating in our survey. Banking and financial services are an important part of our everyday lives and here at AFB, we want to find out how well these institutions are meeting the needs of people with vision loss. Additionally, we want to be able to demonstrate to these same institutions that there is still more work to be done to improve online accessibility. The responses you provide will help AFB reach out to the banking industry to improve online accessibility. Do you use assistive technology to go onto the Internet? Do you use assistive technology to go onto the Internet? Yes, I use assistive technology No, I do not use assistive technology People with vision loss use a variety of assistive technology including screenreaders and screen magnification. If you do use assistive technology, please indicate what type of assistive technology you use most often. Please indicate which type of assistive technology you use. I use a screenreader I use a screen magnifier I use a screen magnifier in combination with speech I have made changes to my computer or web browser (color contrast or font) I do not use any assistive technology and have not made changes to my computer Please fill in the name of one institution using the whole name and not the initials. You are welcome to complete the survey as many times as you would like using other banks or financial institutions. Please tell us the name of the bank, credit union, or financial institution where you have an account or accounts. Technology has made it possible for financial institutions to easily produce account statements in accessible formats such as large print, braille, accessible PDF, or even in audio formats. If you don't already know about these alternative formats, you should ask your institution if they offer this service. Does your institution provide statements in alternative formats such as large print, braille, accessible PDF, or audio file? Does your institution provide statements in alternative formats? Yes they do and they are very helpful Yes they do but I have never requested one No, my institution does not offer them I have no idea if my institution offers them On the websites of some banks, there is an accessibility page that lets customers know if the site has been optimized to work with assistive technology. Some institutions use this page to publish frequently asked questions or provide contact information for customers with disabilities. Does your bank provide any information for customers with disabilities to use their website with assistive technology? Does your bank have an accessibility page? Yes, my institution has an accessibility page Yes, my institution has an accessibility page but it is difficult to find No, my institution does not have an accessibility page I have no idea if my institution has an accessibility page Please give us a general indication of the accessibility of the website for daily tasks that you might perform when you log into your account. Very satisfied would indicate that the site is easy to use with your assistive technology and that you can perform tasks with no problems. Mostly satisfied would indicate that the site works pretty well with your assistive technology but there are a couple of tricky spots but you can perform some tasks. Mostly unsatisfied would indicate that the site does not work well with your assistive technology and you have a difficult time performing tasks. Very unsatisfied would indicate that the site is so inaccessible that you cannot perform any tasks. How would you best describe the accessibility of your institution's website? How would you best describe the accessibility of your institution's website? Very accessible: Easy to navigate and perform tasks Mostly accessible: Site has some barriers but I can perform most tasks Mostly inaccessible: Site has many barriers and I can perform few tasks Very inaccessible: Site has major barriers that prevent performing most tasks There are many types of barriers that can make it difficult to use a banking website. Please select the one that gives you the most trouble on your bank's website. If your institution's website has accessibility barriers, please indicate the type of barrier that presents the greatest challenge for you. Please select the barrier that gives you the most difficulty No headings for page navigation Radio buttons or combo boxes not read properly by screenreader Edit fields are not labeled properly Graphics and images are not labeled properly Data tables not read properly by screenreader Color choices & contrast are difficult to read Page distorts when changing text size or using screen magnification Page constantly reloads causing assistive technology to lose focus Many financial institutions allow customers to download statements and other documentation in the PDF format instead of receiving paper copies in the mail. One of the major concerns for customers with vision loss is the accessibility of these PDF documents. Does your institution allow you to download accessible PDF documents from its website? Does your institution allow you to download accessible PDF documents? Yes, I can download accessible PDF documents Yes, I can download PDF documents but they are not accessible No, my institution does not offer this service Almost all banks offer ATM's to their customers to perform transactions when the bank is not open. Some of these machines allow customers with vision loss the opportunity to plug in headphones and independently operate the machine. Does your institution offer accessible talking automated teller machines (ATM's)? Does your institution offer accessible talking automated teller machines (ATM)? Yes, my institution has accessible talking ATM's No my institution does not offer accessible talking ATM's My institution does not offer them but I have used one somewhere else Please give us an indication of how satisfied you are with the accessibility of the institution's outreach to customers with vision loss. Things to consider might include the accessibility of the website including availability of accessible PDF documents, the availability of alternative format documents such as account statements, and the availability of accessible talking ATM's. Overall, how satisfied are you with the accessibility of your institution's technology products and services? Overall, how satisfied are you with accessibility of your institution? Very satisfied: my institution offers all accessible services above Mostly satisfied: my institution offers some accessible services Mostly unsatisfied: My institution offers minimal accessible services Very unsatisfied: My institution does not offer accessible services It seems like there are banks on almost every corner and they are always competing for our business. Based on your satisfaction with your institution's accessible services, how likely is it that you would move your accounts based on the accessibility of the institution's accessibility? If you heard from someone with vision loss that their financial institution offered more accessible services than your current institution, would you move your accounts? Would you move your accounts for improved access? Yes, I would move my accounts No, I would not move my accounts Word of mouth marketing is very powerful and for people with vision loss, it might be the best indicator of how accessible a business is. Many people with vision loss communicate with one another or look to online resources to determine the accessibility of a company's website. How does your own institution stack up? Would you tell others with vision loss that they should move their accounts? Would you recommend your own financial institution to a friend, family member, or colleague with vision loss? Would you recommend your institution to people with vision loss? Yes, I would recommend it to others with vision loss No, I would not recommend it Here is your chance to really let us know how you feel about your bank or financial institution. Please be as specific as possible. You can include what type of computer you are using as well as what type of assistive technology. Please give us any final thoughts about online banking, accessible talking ATM's, alternative format statements, or any other infromation related to financial services and accessibility. We are always trying to address the needs of people with vision loss and appreciate you taking the time to complete this survey. Would you like to participate in additional AFB surveys? Please provide us with your email address. It will only be used to notify you of new AFB surveys. We will never sell, rent, or otherwise release your private information. Please fill in your email address if you would like to be notified of future AFB surveys.