CBI FOCUS GROUP QUESTIONNAIRE

Thank you for your volunteer participation in CBI's Customer Discovery Questionnaire

Please complete the questions with your honest answers. The purpose of this discovery is to understand real experiences with credit, money access, and readiness—not to pitch solutions. It is to understand how individuals aged 14-35 experience money and credit—what’s clear, what’s confusing, and what feels stressful. The questions are only to learn from your experience and there are no right or wrong answers.

This questionnaire is open to the general customer audience aged 14–35 (includes minors 14–18, with parental consent). You do not need to share anything private such as account numbers or exact dollar amounts, and you can skip any question you do not want to answer.

FULL INTERVIEW GUIDE (20-25 minutes)

The information you provide will be used solely for internal CBI operations and will not be shared or sold with outside parties.

First Name*

Last name

Your email*

> SECTION 1: BACKGROUND & LIFE CONTEXT

QUESTION 1: · Tell me a little about yourself

QUESTION 2: What kinds of bills or financial responsibilities do you have right now, if any?

QUESTION 3: Who usually helps you make money decisions?

QUESTION 4: Do you feel like money decisions are something you’re confident about, or still figuring out?

> SECTION 2: CREDIT AWARENESS & EXPERIENCE

QUESTION 5: When you hear the term credit score, what comes to mind?

QUESTION 6: Have you ever checked your credit score or report? What was your response?

QUESTION 7: Have you ever been told that credit was important for something you wanted?

QUESTION 8: In your experience, what was clear and unclear about the credit process?

> SECTION 3: PROBLEMS, FRICTION, & EMOTIONAL SIGNALS

QUESTION 9: What feels hardest or most confusing about credit right now?

QUESTION 10: How often do credit or money worries come up for you?

QUESTION 11: Have you ever avoided something—such as applying for an apartment, phone plan, or card—because of credit?

QUESTION 12: How do you feel when these credit efforts don’t go as planned?

> SECTION 4: CURRENT BEHAVIORS & WORKAROUNDS

QUESTION 13: Tell me about the last time you searched for something related to money or credit?

QUESTION 14: What did you search for? What link did you click first and why?

> SECTION 5: MOTIVATION & TRIGGERS

QUESTION 15: What goals do you think credit might help you reach in the next few years?

QUESTION 16: On a scale of 1 to 10, with 10 being the most serious, how seriously do you rate credit-building?

QUESTION 17: Why isn't your number higher or lower?

> SECTION 6: CONCLUSION & REFERRALS

QUESTION 18: Would you be open to sharing more of your experience if we have follow-up questions?

Yes

QUESTION 19: Is there anyone else in your age group you think we should talk to?

CBI FOCUS GROUP QUESTIONNAIRE

Credit Building Institute

Together, we can build
creditable relationships and results

CBI FOCUS GROUP QUESTIONNAIRE

Credit Building Institute

Together, we can buildcreditable relationships and results

Together, we can build
creditable relationships and results