1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Q1-1 Q1-2 Q1-3 Q1-4 Q1-5 Q2-1 Q2-2 Q3-1 Q3-2 Q3-3 Q3-4 Q4-1 Q4-2 Q5-1 Q5-2 Q5-3 Q5-4 Q5-5 Q6-1 Q6-2 Q6-3 Q7-1 Q7-2 Q7-3 Q7-4 Q7-5 Q8-1 Q8-2 Q8-3 Q8-4 Q8-5 Q9-1 Q9-2 Q9-3 Q9-4 Q9-5 Q10-1 Q10-2 Q10-3 Q10-4 Q11-1 Q11-2 Q11-3 Q12-1 Q12-2 Q12-3 Q13-1 Q13-2 Q13-3 Q14-1 Q14-2 Q14-3 Q15-1 Q15-2 Q15-3 0 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 0 1 6 5 3 5 5 9 1 5 0 4 6 0 12 0 2 0 0 8 2 3 7 4 0 3 2 2 6 1 3 1 1 13 0 0 2 2 1 1 4 4 2 1 2 2 3 5 2 4 3 3 8 1 1 1 Addendum A 1. Please choose one of the following, in each category: Age: [ [ [ [ [ 45 - 50 51 - 55 56 - 60 61 - 65 66 - 70 Gender: [ ] Male [ ] Female 2. How many times a day do you use or check your smartphone? [ [ [ [ 0-5 6-10 11-15 15 and above 3. Have you used the Bell Countinghouse site online or the mobile app? [ ] Yes, I have. [ ] No, I have not. 4. How would you rank Bell Countinghouse's website? [ ] Poor [ ] Fair [ ] Good [ ] Very Good [ ] Excellent 5. If improvements were made to the site how often would you use it: [ ] More often [ ] About the same [ ] Less often 6. Should we improve or increase customer satisfaction for baby boomers? [ ] Yes [ ] No [ ] Undecided Using a scale from 1 to 5 please rank for the following questions. 7. How difficult is for you to use the mobile application? 2 Not Difficult 5 4 3 2 1 Very Difficult 8. How difficult do you find logging in to mobile application? Not Difficult 5 4 3 2 1 Very Difficult 9. Is the mobile application something you would use on a regular basis? Very Likely 5 4 3 2 1 Not Very Likely 10. Please rank the features, from 1-4 (1 being the most disliked) you dislike the most about the bank app and why? [ [ [ [ Options available online Number of steps to destination Security of the site or app Layout of site In your own words, please answer the following questions. 11. As a consumer, what added features or benefits would you like to see Bell Countinghouse offer? 12. How can we appeal to baby boomers and provide increased satisfaction with mobile banking? 13. Is there anything that our bank can help you with when it comes to online service or the mobile application? 14. What feature do you like the best about the bank app and why? 15. If there is one thing you could change about the bank app, what would it be? Why