Qualitative Research on Consumer Trust in Banking and Bank Supervision

The OCC plans to collect information through consumer focus groups to gain in-depth, qualitative insights into the factors influencing public trust and confidence in the banking system. The focus groups will explore how consumers differentiate between types of financial institutions, their usage of various banking products and services, their perceptions of what drives trust or distrust in banking, and their awareness of regulators’ efforts to safeguard the system. These insights will directly inform the development of a large-scale survey instrument aimed at tracking and measuring consumer trust over time. The information collection effort will also enable the OCC to gather complementary quantitative data on levels of consumer trust in banking and bank supervision that will inform how the OCC approaches its mission to safeguard the financial stability of the banking system and promote consumer protection and economic inclusion. This information collection would allow the OCC to engage directly with consumers through qualitative research methods such as focus groups. The OCC is updating the collection to include Spanish translated versions of the recruitment screener, moderator guide, and the research participation agreement through this non-material change. There were no additional changes to the collection.

The latest form for Qualitative Research on Consumer Trust in Banking and Bank Supervision expires 2027-11-30 and can be found here.