Surveys and Studies

[ Surveys ]
[ Studies and Reports ]
[ Mystery Shopping ]

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Surveys

FCAC's 2007 Debit Card Code of Practice - Consumer Research

In 2007, FCAC hired an independent research company to conduct a review of consumer knowledge and practices related to debit card use and personal identification numbers (PINs). The objectives of this survey and focus group research were to better understand how Canadians use their debit card and assess their knowledge surrounding their rights, responsibilities and liabilities as they relate to the use of their card. In addition, this research was conducted to assess consumer experiences with debit card problems and financial institutions' complaint resolution processes.

2007 FCAC Debit Card Code of Practice - Consumer Research

FCAC's 2007 Stakeholder and Partner Research Report

In 2007, FCAC hired an independent research company to survey stakeholder and partner knowledge and perceptions of FCAC. Results identify areas in which stakeholders believe the Agency performed well and others where it could improve. Key audiences included federally regulated financial institutions, other government agencies, consumer groups, and non-profit organizations.

2007 FCAC Stakeholder and Partner Research Report

2007 FCAC Stakeholder and Partner Research Report [PDF Version, 479 kB- 37 pages]

FCAC's 2007 Evaluation of Consumer Contact Centre

In 2007, FCAC conducted an exercise to evaluate the quality of service and information provided by staff of its Consumer Contact Centre on a variety of topics. The results will be used to monitor key performance indicators related to the CCC and to ensure targeted training of CCC staff.

2007 FCAC Evaluation of Consumer Contact Centre

2007 FCAC Evaluation of Consumer Contact Centre [PDF Version, 119 kB - 8 pages]

General Survey Conducted by FCAC on the Awareness, Attitudes and Behaviour of Financial Consumers

In 2006, FCAC hired an independent research company to undertake a survey to better understand how easily Canadians can conduct their personal, everyday banking activities; their level of knowledge about some basic aspects of the financial products and services they use, as well as about their rights as consumers; their information needs; and their attitudes towards financial institutions in general.

FCAC will use the results of the survey to develop its consumer education program.

2006 General Survey Conducted by FCAC

2006 General Survey Conducted by FCAC [PDF Version, 254 kB - 27 pages]

About Consumers' Access to Basic Banking Services, the Use of Micro-Credit, and the Awareness of FCAC

In February 2005, FCAC commissioned Ipsos-Reid to conduct a consumer survey to ask them about their access to basic banking services, their knowledge of FCAC, and whether they use micro-credit (e.g. payday loans).

Public Experience with Financial Services and Awareness of FCAC [PDF Version, 202 kB - 34 pages]

Studies and Reports

Is Financial Education in Canada Working? Research and recommended best practices for evaluating financial education programs

As part of FCAC's work to develop a comprehensive financial literacy program, the Agency commissioned Caroline Cakebread, a Toronto-based writer and researcher to develop principles and a framework for evaluating financial literacy education programs. Ms. Cakebread proposes a reframed and modified version of the framework developed by the Organisation for Economic Co-operation and Development (OECD) and also makes a series of recommendations for steps FCAC can take to support the pursuit of sound evaluation best practices in Canada and to improve the way it evaluates its own financial education programs as an organization.

Is Financial Education in Canada Working? Research and recommended best practices for evaluating financial education programs

Is Financial Education in Canada Working? Research and recommended best practices for evaluating financial education programs [PDF Version, 182 kB - 49 pages]

FCAC Clear Language and Presentation Research Paper 2009

FCAC is committed to communicating with Canadians in an effective and efficient way. To help achieve this goal, FCAC has developed a set of clear language and presentation principles based on extensive research into clear language initiatives in Canada and around the world. These principles will be applied to our educational tools and publications, making them easier to use and to understand.

FCAC Clear Language and Presentation Research Paper 2009

FCAC Clear Language and Presentation Research Paper 2009 [PDF Version, 105 kB - 19 pages]

Qualitative Testing of Proposed MasterCard Plain Language Application Form

In an effort to improve credit card disclosure for consumers, the Financial Consumer Agency of Canada (FCAC) and MasterCard Worldwide (MasterCard) worked together to create a new model credit card application form designed to help Canadian consumers better understand the content of the forms they are signing. Once the model was finalized in 2008, FCAC and MasterCard commissioned Les Études de Marché Créatec+ to conduct focus group testing to help determine how well consumers with average literacy skills could understand the plain language credit card application form.

Qualitative Testing of Proposed MasterCard Plain Language Application Form

Qualitative Testing of Proposed MasterCard Plain Language Application Form [PDF Version, 329 kB - 15 pages]

Moving Forward with Financial Literacy

Synthesis Report on Reaching Higher: Canadian Conference on Financial Literacy, held in Montreal (Canada) on September 9 and 10, 2008, and organized by the Financial Consumer Agency of Canada (FCAC), Social and Enterprise Development Innovations (SEDI) and the Joint Forum of Financial Market Regulators. Speakers’ presentations are also available upon request at conferenceinfo@fcac.gc.ca.

Moving Forward with Financial Literacy

Moving Forward with Financial Literacy [PDF Version, 1,016 kB - 39 pages]

Youth Financial Literacy Study

In 2008, FCAC hired an independent research company to conduct a public opinion survey to gain a better understanding of the needs of youth aged 18 to 29 with respect to financial education. The results of the survey pertain to young Canadians' usage of financial products and services, their purchasing and payment habits, their financial management and planning habits, their level of debt, as well as the type of courses or training they have taken related to personal finances.

Youth Financial Literacy Study

Youth Financial Literacy Study [PDF Version, 144 kB - 6 pages]

Why Financial Capability Matters

A report on the symposium Canadians and Their Money, organized in June 2005 by the Financial Consumer Agency of Canada (FCAC), Social and Enterprise Development Innovations (SEDI) and the Government of Canada's Policy Research Initiative (PRI).

Why Financial Capability Matters

Why Financial Capability Matters [PDF Version, 1,457 kB - 39 pages]

Mystery Shopping

2004-05 FCAC Mystery-Shopping Results

The purpose of the 2004-05 mystery-shopping exercise was to gather information and identify any problems related to access to basic banking services. The Access to Basic Banking Services Regulations, introduced in 2003, allow Canadians to cash a federal government cheque for less than $1,500 free of charge, and to open a retail bank account, with no minimum deposit.

2004-05 FCAC Mystery-Shopping Results [PDF Version, 128 kB - 3 pages]

2003 FCAC Mystery-Shopping Results

In 2003, FCAC sent mystery shoppers into 1,653 bank branches across Canada to identify best practices in banks with respect to the type and availability of information they are providing to their customers.

2003 FCAC Mystery-Shopping Results [PDF Version, 259 kB - 9 pages]