Financial Inclusion Insights Survey 2014

Rwanda, 2014 - 2015

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Reference ID

RWA_2014_FII_v01_M_v01_A_PUF

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InterMedia

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DDI/XML JSON

Created on

Jan 18, 2017

Last modified

Mar 29, 2019

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Data file: final_cgap_rwanda_im_v2

Cases:	2003
Variables:	1144

Variables

MM34_11

MM34.11.Have you ever experienced any of the following issues when making mobile

MM35_11

MM35.11.How many times in the past 6 months have you experienced this issue?I lo

MM34_12

MM34.12.Have you ever experienced any of the following issues when making mobile

MM35_12

MM35.12.How many times in the past 6 months have you experienced this issue?I lo

MM34_13

MM34.13.Have you ever experienced any of the following issues when making mobile

MM35_13

MM35.13.How many times in the past 6 months have you experienced this issue?I lo

MM34_14

MM34.14.Have you ever experienced any of the following issues when making mobile

MM35_14

MM35.14.How many times in the past 6 months have you experienced this issue?Othe

MM36

MM36.Please, tell me about your most recent transaction with this agent in the p

MM36a

MM36a. Please, tell me about your most recent transaction, either deposit or wit

MM37

MM37.Please, tell me about your most recent transaction, either deposit or withd

MM38

MM38. Please, tell me about your most recent transaction, either deposit or with

MM39

MM39. Please, tell me about your most recent transaction, either deposit or with

MM40

MM40. Please, tell me about your most recent transaction, either deposit or with

MM41

MM41. Please, tell me about your most recent transaction, either deposit or with

MM42

MM42. Please, tell me about your most recent transaction, either deposit or with

MM43

MM43. Please, tell me about your most recent transaction, either deposit or with

MM44

MM44. Please, tell me about your most recent transaction, either deposit or with

MM45_1

MM45.1.Why were you unable to complete the financial activity? Technical proble

MM45_2

MM45.2.Why were you unable to complete the financial activity? The agent closed

MM45_3

MM45.3.Why were you unable to complete the financial activity? I did not have a

MM45_4

MM45.4.Why were you unable to complete the financial activity? There was not en

MM45_5

MM45.5.Why were you unable to complete the financial activity? There was not en

MM45_6

MM45.6.Why were you unable to complete the financial activity? I did not have e

MM45_7

MM45.7.Why were you unable to complete the financial activity? I did not have e

MM45_8

MM45.8.Why were you unable to complete the financial activity? Other (Specify)

MM45_9

MM45.9.Why were you unable to complete the financial activity? DK/Refused

MM46

MM46.When an m-money transaction goes wrong, who do you go to to help you resolv

SFC1

SFC1.On a scale from 1 (Extremely bad) to 10 (Extremely good), rate the choice o

SFC2

SFC2.On a scale from 1 (Extremely bad) to 10 (Extremely good), rate the choice o

SFC3

SFC3.On a scale from 1 (Extremely bad) to 10 (Extremely good), rate the choice o

SFC4

SFC4.On a scale from 1 (Extremely bad) to 10 (Extremely good), rate the choice o

IFI1_1

IFI1.1. Have you ever used any of the following? Microfinance institution

IFI2_1

IFI2.1. Apart from today when was the last time you used this financial service

IFI3_1

IFI3.1. Do you have an account/membership in your name with any of the following

IFI4_1

IFI4.1 .Apart from today, when was the last time you used the account/membership

IFI1_2

IFI1.2. Have you ever used any of the following? Non-umurenge SACCO

IFI2_2

IFI2.2. Apart from today when was the last time you used this financial service

IFI3_2

IFI3.2. Do you have an account/membership in your name with any of the following

IFI4_2

IFI4.2 .Apart from today, when was the last time you used the account/membership

IFI1_3

IFI1.3. Have you ever used any of the following? Umurenge SACCO

IFI2_3

IFI2.3. Apart from today when was the last time you used this financial service

IFI3_3

IFI3.3. Do you have an account/membership in your name with any of the following

IFI4_3

IFI4.3 .Apart from today, when was the last time you used the account/membership

IFI1_4

IFI1.4. Have you ever used any of the following? Cooperatives, VSLA, Tontine, ik

IFI2_4

IFI2.4. Apart from today when was the last time you used this financial service

IFI1_5

IFI1.5. Have you ever used any of the following? A money guard/ someone in workp

IFI2_5

IFI2.5. Apart from today when was the last time you used this financial service

IFI1_6

IFI1.6. Have you ever used any of the following? Savings collectors

IFI2_6

IFI2.6. Apart from today when was the last time you used this financial service

IFI1_7

IFI1.7. Have you ever used any of the following?Borrowing from/saving with famil

IFI2_7

IFI2.7. Apart from today when was the last time you used this financial service

IFI1_8

IFI1.8. Have you ever used any of the following?A digital card, a recharge card

IFI2_8

IFI2.8. Apart from today when was the last time you used this financial service

IFI1_9

IFI1.9. Have you ever used any of the following?Other financial service(specify)

IFI2_9

IFI2.9. Apart from today when was the last time you used this financial service

IFI5_1

IFI5.1. Which of the following services does your…offer? Microfinance institutio

IFI5_2

IFI5.2. Which of the following services does your…offer?Non-umurenge SAACO

IFI5_3

IFI5.3. Which of the following services does your…offer? Umurenge SACCO

IFI6_1

IFI6.1.Does the following statement apply to an MFI account that you use, regist

IFI6_2

IFI6.2.Does the following statement apply to an MFI account that you use, regist

IFI6_3

IFI6.3.Does the following statement apply to an MFI account that you use, regist

IFI7_1

IFI7.1.Does the following statement apply to a Non-umurenge SACCO account that y

IFI7_2

IFI7.2.Does the following statement apply to a Non-umurenge SACCO account that y

IFI7_3

IFI7.3.Does the following statement apply to a Non-umurenge SACCO account that y

IFI8_1

IFI8.1.Does the following statement apply to an Umurenge SACCO account that you

IFI8_2

IFI8.2.Does the following statement apply to an Umurenge SACCO account that you

IFI8_3

IFI8.3.Does the following statement apply to an Umurenge SACCO account that you

IFI10_1

IFI10.1.Have you ever used your MFI account for the following? Basic transaction

IFI10_2

IFI10.2.Have you ever used your MFI account for the following? Send or receive r

IFI10_3

IFI10.3.Have you ever used your MFI account for the following? Make payments to

IFI10_4

IFI10.4.Have you ever used your MFI account for the following? Save/store money

IFI10_5

IFI10.5.Have you ever used your MFI account for the following? Buy insurance, ma

IFI10_6

IFI10.6.Have you ever used your MFI account for the following? Take loans, borro

IFI10_7

IFI10.7.Have you ever used your MFI account for the following? Make investments

IFI10_8

IFI10.8.Have you ever used your MFI account for the following? Pay for groceries

IFI10_9

IFI10.9.Have you ever used your MFI account for the following? Make business tra

IFI10_10

IFI10.10.Have you ever used your MFI account for the following? Transfer money b

IFI10_11

IFI10.11.Have you ever used your MFI account for the following? Transfer money b

IFI11_1

IFI11.1.Have you ever used your Non-umurgence SACCO account for the following? B

IFI11_2

IFI11.2.Have you ever used your Non-umurgence SACCO account for the following? S

IFI11_3

IFI11.3.Have you ever used your Non-umurgence SACCO account for the following? M

IFI11_4

IFI11.4.Have you ever used your Non-umurgence SACCO account for the following? S

IFI11_5

IFI11.5.Have you ever used your Non-umurgence SACCO account for the following? B

IFI11_6

IFI11.6.Have you ever used your Non-umurgence SACCO account for the following? T

IFI11_7

IFI11.7.Have you ever used your Non-umurgence SACCO account for the following? M

IFI11_8

IFI11.8.Have you ever used your Non-umurgence SACCO account for the following? P

IFI11_9

IFI11.9.Have you ever used your Non-umurgence SACCO account for the following? M

IFI11_10

IFI11.10.Have you ever used your Non-umurgence SACCO account for the following?

IFI11_11

IFI11.11.Have you ever used your Non-umurgence SACCO account for the following?

IFI12_1

IFI12.1.Have you ever used your Umurgence SACCO account for the following? Basic

IFI12_2

IFI12.2.Have you ever used your Umurgence SACCO account for the following? Send

IFI12_3

IFI12.3.Have you ever used your Umurgence SACCO account for the following? Make

IFI12_4

IFI12.4.Have you ever used your Umurgence SACCO account for the following? Save/

IFI12_5

IFI12.5.Have you ever used your Umurgence SACCO account for the following? Buy i

IFI12_6

IFI12.6.Have you ever used your Umurgence SACCO account for the following? Take

IFI12_7

IFI12.7.Have you ever used your Umurgence SACCO account for the following? Make

IFI12_8

IFI12.8.Have you ever used your Umurgence SACCO account for the following? Pay f

IFI12_9

IFI12.9.Have you ever used your Umurgence SACCO account for the following? Make

IFI12_10

IFI12.10.Have you ever used your Umurgence SACCO account for the following? Tran

IFI12_11

IFI12.11.Have you ever used your Umurgence SACCO account for the following? Tran

IFI14_1

IFI14.1.How far is the closest ____ from the place where you live? Microfinance

IFI14_2

IFI14.2.How far is the closest ____ from the place where you live? Non-Umurenge

IFI14_3

IFI14.3.How far is the closest ____ from the place where you live? Umurenge SACC

IFI14_4

IFI14.4.How far is the closest ____ from the place where you live? An ATM or a

IFI14_5

IFI14.5.How far is the closest ____ from the place where you live? Other financ

IFI15_1

IFI15.1.Have you ever heard about this mobile-banking product?mVisa m-hosea

IFI16_1

IFI16.1.Have you ever used this mobile-banking product?mVisa m-hosea

IFI17_1

IFI17.1.When was the last time you used this mobile-banking product?mVisa m-hose

IFI18_1

IFI18.1.Do you have a registered account with this product?mVisa m-hosea

IFI19_1

IFI19.1.When was the last time you used your registered account with this produc

IFI15_2

IFI15.2.Have you ever heard about this mobile-banking product?mVisa BK Yacu

IFI16_2

IFI16.2.Have you ever used this mobile-banking product?mVisa BK Yacu

IFI17_2

IFI17.2.When was the last time you used this mobile-banking product?mVisa BK Yac

IFI18_2

IFI18.2.Do you have a registered account with this product?mVisa BK Yacu

IFI19_2

IFI19.2.When was the last time you used your registered account with this produc

IFI15_3

IFI15.3.Have you ever heard about this mobile-banking product?I&M Bank mVisa

IFI16_3

IFI16.3.Have you ever used this mobile-banking product?I&M Bank mVisa

IFI17_3

IFI17.3.When was the last time you used this mobile-banking product?I&M Bank mVi

IFI18_3

IFI18.3.Do you have a registered account with this product?I&M Bank mVisa

IFI19_3

IFI19.3.When was the last time you used your registered account with this produc

IFI15_4

IFI15.4.Have you ever heard about this mobile-banking product?Equity Bank mVisa

IFI16_4

IFI16.4.Have you ever used this mobile-banking product?Equity Bank mVisa

IFI17_4

IFI17.4.When was the last time you used this mobile-banking product?Equity Bank

IFI18_4

IFI18.4.Do you have a registered account with this product?Equity Bank mVisa

IFI19_4

IFI19.4.When was the last time you used your registered account with this produc

IFI15_5

IFI15.5.Have you ever heard about this mobile-banking product?KCB mVisa

IFI16_5

IFI16.5.Have you ever used this mobile-banking product?KCB mVisa

IFI17_5

IFI17.5.When was the last time you used this mobile-banking product?KCB mVisa

IFI18_5

IFI18.5.Do you have a registered account with this product?KCB mVisa

IFI19_5

IFI19.5.When was the last time you used your registered account with this produc

IFI20_1

IFI20.1.Have you ever used any mVisa product for the following? Basic transactio

IFI20_2

IFI20.2.Have you ever used any mVisa product for the following? Send or receive

IFI20_3

IFI20.3.Have you ever used any mVisa product for the following? Make payments to

IFI20_4

IFI20.4.Have you ever used any mVisa product for the following? Save/store money

IFI20_5

IFI20.5.Have you ever used any mVisa product for the following? Buy insurance, m

IFI20_6

IFI20.6.Have you ever used any mVisa product for the following? Take loans, borr

IFI20_7

IFI20.7.Have you ever used any mVisa product for the following? Make investments

IFI20_8

IFI20.8.Have you ever used any mVisa product for the following? Pay for grocerie

IFI20_9

IFI20.9.Have you ever used any mVisa product for the following? Make business tr

IFI20_10

IFI20.10.Have you ever used any mVisa product for the following? Transfer money

IFI20_11

IFI20.11.Have you ever used any mVisa product for the following? Transfer money

IFI21

IFI21.Have you ever used card-less withdrawals?

FL1

FL1.How often do you make a plan for how to spend your income, whether it is ear

FL2

FL2.When you make a plan, how often do you keep it?

FL3_1

FL3.1 . Please, tell me how often does the following apply to you? I spend less

FL3_2

FL3.2 . Please, tell me how often does the following apply to you? I have an eme

FL3_3

FL3.3 . Please, tell me how often does the following apply to you? I pay my bill

FL3_4

FL3.4 . Please, tell me how often does the following apply to you? My savings ar

FL4_1

FL4.1 which of the following you have? A living will; I know what will happen to

FL4_2

FL4.2 which of the following you have? A retirement plan (employer provided or p

FL4_3

FL4.3 which of the following you have? At least one of the following: insurance,

FL5

FL5.Which of the following statements best describes your financial situation la

FL6A

FL6A.After paying your and your family’s typical expenses, in which three ways d

FL6B

FL6B.After paying your and your family’s typical expenses, in which three ways d

FL6C

FL6C.After paying your and your family’s typical expenses, in which three ways d

FL7

FL7.How many loans do you currently have?

FL8

FL8.Which of the following statements best describes how you usually repay your

FL9

FL9.Which of the following best describes how you usually spend the money you bo

FL10_1

FL10.1.Do you borrow money from any of the following?Bank

FL11_1

FL11.1.Do you know what interest rate or fee you pay on your loans from…?Bank

FL10_2

FL10.2.Do you borrow money from any of the following?Microfinance institution

FL11_2

FL11.2.Do you know what interest rate or fee you pay on your loans from…?Microfi

FL10_3

FL10.3.Do you borrow money from any of the following?Mobile money

FL11_3

FL11.3.Do you know what interest rate or fee you pay on your loans from…?Mobile

FL10_4

FL10.4.Do you borrow money from any of the following?Other formal financial inst

FL11_4

FL11.4.Do you know what interest rate or fee you pay on your loans from…?Other f

FL10_5

FL10.5.Do you borrow money from any of the following?Informal financial service

FL11_5

FL11.5.Do you know what interest rate or fee you pay on your loans from…?Informa

FL10_6

FL10.6.Do you borrow money from any of the following?Other people, e.g., family,

FL11_6

FL11.6.Do you know what interest rate or fee you pay on your loans from…?Other p

FL10_7

FL10.7.Do you borrow money from any of the following?Other

FL11_7

FL11.7.Do you know what interest rate or fee you pay on your loans from…?Other

FL12

FL12.What is the main reason you do not borrow from a bank, MFI or mobile money

FL13_1

FL13.1.Do you save with any of the following? Bank

FL14_1

FL14.1.Do you know what insterest rate you earn on your savings accounts from…?

FL13_2

FL13.2.Do you save with any of the following? Microfinance institution

FL14_2

FL14.2.Do you know what insterest rate you earn on your savings accounts from…?

FL13_3

FL13.3.Do you save with any of the following? Mobile money

FL14_3

FL14.3.Do you know what insterest rate you earn on your savings accounts from…?

FL13_4

FL13.4.Do you save with any of the following? Informal/semi-formal financial org

FL14_4

FL14.4.Do you know what insterest rate you earn on your savings accounts from…?

FL13_5

FL13.5.Do you save with any of the following? Other people,e.g. family,friend,ne

FL13_6

FL13.6.Do you save with any of the following? In a safe place at home or on your

FL13_7

FL13.7.Do you save with any of the following? Other

FL14_7

FL14.7.Do you know what insterest rate you earn on your savings accounts from…?O

FL15_1

FL15.1.What is the main reason you do not save at a bank account?Bank

FL15_2

FL15.2.What is the main reason you do not save at an MFI account?MFI

FL15_3

FL15.3.What is the main reason you do not save at a mobile money account?MM acco

FL16_1

FL16.1.Do you save for any of the following purposes? Start/expand my own busine

FL16_2

FL16.2.Do you save for any of the following purposes? Education for myself

FL16_3

FL16.3.Do you save for any of the following purposes?.Get ready for retirement

FL16_4

FL16.4.Do you save for any of the following purposes? Buy expensive and prestigi

FL16_5

FL16.5.Do you save for any of the following purposes? Save as much as I can

FL16_6

FL16.6.Do you save for any of the following purposes? Protect my family from pov

FL16_7

FL16.7.Do you save for any of the following purposes? Protect my belongings

FL16_8

FL16.8.Do you save for any of the following purposes? Just make ends meet on a d

FL16_9

FL16.9.Do you save for any of the following purposes? Give back to my community

FL16_10

FL16.10.Do you save for any of the following purposes? Build children’s fund for

FL16_11

FL16.11.Do you save for any of the following purposes? Build children’s fund for

FL16_12

FL16.12.Do you save for any of the following purposes? Other(specify)

FL16_13

FL16.13.Do you save for any of the following purposes? DK/Refused

FL17_1

FL17.1.Do you have insurance to cover for any of the following? Medical

FL17A_1

FL17A.1.Is this insurance provided by a mobile network operator? Medical

FL17B_1

FL17B.1.Is this insurance free of charge or do you pay for it? Medical

FL17_2

FL17.2.Do you have insurance to cover for any of the following? Life

FL17A_2

FL17A.2.Is this insurance provided by a mobile network operator? Life

FL17B_2

FL17B.2.Is this insurance free of charge or do you pay for it? Life

FL17_3

FL17.3.Do you have insurance to cover for any of the following? Car

FL17A_3

FL17A.3.Is this insurance provided by a mobile network operator? Car

FL17B_3

FL17B.3.Is this insurance free of charge or do you pay for it? Car

FL17_4

FL17.4.Do you have insurance to cover for any of the following? Agriculture

FL17A_4

FL17A.4.Is this insurance provided by a mobile network operator? Agriculture

FL17B_4

FL17B.4.Is this insurance free of charge or do you pay for it? Agriculture

FL17_5

FL17.5.Do you have insurance to cover for any of the following? House/property

FL17A_5

FL17A.5.Is this insurance provided by a mobile network operator? House/property

FL17B_5

FL17B.5.Is this insurance free of charge or do you pay for it? House/property

FL17_6

FL17.6.Do you have insurance to cover for any of the following? Unemployment/inc

FL17A_6

FL17A.6.Is this insurance provided by a mobile network operator? Unemployment/in

FL17B_6

FL17B.6.Is this insurance free of charge or do you pay for it? Unemployment/inco

FL17_7

FL17.7.Do you have insurance to cover for any of the following? Other(Specify)

FL17A_7

FL17A.7.Is this insurance provided by a mobile network operator? Other(Specify)

FL17B_7

FL17B.7.Is this insurance free of charge or do you pay for it? Other(Specify)

FL17_8

FL17.8.Do you have insurance to cover for any of the following? DK/Refused

FL18_1

FL18.1.Do you invest in any of the following? Your own business

FL18_2

FL18.2.Do you invest in any of the following? Other people’s business (your neig

FL18_3

FL18.3.Do you invest in any of the following? Assets, such as real estate, land,

FL18_4

FL18.4.Do you invest in any of the following? Buy shares of foreign enterprises

FL18_5

FL18.5.Do you invest in any of the following? Buy shares of local enterprises (e

FL18_6

FL18.6.Do you invest in any of the following?Buy government bonds

FL18_7

FL18.7.Do you invest in any of the following? Other(Specify)

FL18_8

FL18.8.Do you invest in any of the following? DK/Refused

FL19

FL19. Imagine you have 100 RWF and you have to divide it among 5 people. How muc

FL20

FL20.Imagine you have 100 RWF in your savings account. Your account is earning 2

FL21

FL21.Imagine you took a loan of 100 RWF and you have to pay a fee of 2% each mon

FL22

FL22.Imagine you have 100 RWF worth of investment, which earn you 3% interest ev

FL23_1

FL23.1.Does your family have a plan to manage the unexpected expenses, which mig

FL23_2

FL23.2.Does your family have a plan to manage the unexpected expenses, which mig

FL23_3

FL23.3.Does your family have a plan to manage the unexpected expenses, which mig

FL23_4

FL23.4.Does your family have a plan to manage the unexpected expenses, which mig

FL23_5

FL23.5.Does your family have a plan to manage the unexpected expenses, which mig

FL23_6

FL23.6.Does your family have a plan to manage the unexpected expenses, which mig

TDL1

TDL1.What is the primary reason you don’t have your own phone and do not use a p

TDL4_1

TDL4.1.Tell me how easy or difficult it is for you to understand the following t

TDL4_2

TDL4.2.Tell me how easy or difficult it is for you to understand the following t

TDL4_3

TDL4.3.Tell me how easy or difficult it is for you to understand the following t

TDL4_4

TDL4.4.Tell me how easy or difficult it is for you to understand the following t

TDL5_1

TDL5.1.Please, tell me how easy or difficult it is for you to understand text me

TDL5_2

TDL5.2.Please, tell me how easy or difficult it is for you to understand text me

TDL5_3

TDL5.3.Please, tell me how easy or difficult it is for you to understand text me

TDL5_4

TDL5.4.Please, tell me how easy or difficult it is for you to understand text me

TDL5_5

TDL5.5.Please, tell me how easy or difficult it is for you to understand text me

TDL7_1

TDL7.1.Have you ever done the following activities related to the use of mobile

TDL8_1

TDL8.1.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_2

TDL7.2.Have you ever done the following activities related to the use of mobile

TDL8_2

TDL8.2.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_3

TDL7.3.Have you ever done the following activities related to the use of mobile

TDL8_3

TDL8.3.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_4

TDL7.4.Have you ever done the following activities related to the use of mobile

TDL8_4

TDL8.4.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_5

TDL7.5.Have you ever done the following activities related to the use of mobile

TDL8_5

TDL8.5.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_6

TDL7.6.Have you ever done the following activities related to the use of mobile

TDL8_6

TDL8.6.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_7

TDL7.7.Have you ever done the following activities related to the use of mobile

TDL8_7

TDL8.7.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_8

TDL7.8.Have you ever done the following activities related to the use of mobile

TDL8_8

TDL8.8.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_9

TDL7.9.Have you ever done the following activities related to the use of mobile

TDL8_9

TDL8.9.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficul

TDL7_10

TDL7.10.Have you ever done the following activities related to the use of mobile

TDL8_10

TDL8.10.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficu

TDL7_11

TDL7.11.Have you ever done the following activities related to the use of mobile

TDL8_11

TDL8.11.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficu

TDL7_12

TDL7.12.Have you ever done the following activities related to the use of mobile

TDL8_12

TDL8.12.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficu

TDL7_13

TDL7.13.Have you ever done the following activities related to the use of mobile

TDL8_13

TDL8.13.On a scale from 1 (very easy) to 4 (very difficult), how easy or difficu

TDL9

TDL9.When you experienced the difficulties that you mentioned above who do you a

TDL10

TDL10. Did you share your account details (e.g. PIN, account number) with the pe

TDL11

TDL11.After seeking help, is the transaction usually completed successfully?

TDL12_1

TDL12.1.How did the agent react when you asked his/her for help? Agent was frien

TDL12_2

TDL12.2.How did the agent react when you asked his/her for help? Agent was irrit

TDL12_3

TDL12.3.How did the agent react when you asked his/her for help? Agent was angry

TDL12_4

TDL12.4.How did the agent react when you asked his/her for help? Agent was helpf

TDL12_5

TDL12.5.How did the agent react when you asked his/her for help? Agent was not k

TDL12_6

TDL12.6.How did the agent react when you asked his/her for help? Agent send me t

TDL12_7

TDL12.7.How did the agent react when you asked his/her for help? Other (Specify)

TDL12_8

TDL12.8.How did the agent react when you asked his/her for help? DK/Refused

IO1_1

IO1.1. In the past 90 days, how many times have you attempted the following tran

IO1_2

IO1.2. In the past 90 days, how many times have you attempted the following tran

IO1_3

IO1.3. In the past 90 days, how many times have you attempted the following tran

IO1_4

IO1.4. In the past 90 days, how many times have you attempted the following tran

IO1_5

IO1.5. In the past 90 days, how many times have you attempted the following tran

IO1_6

IO1.6. In the past 90 days, how many times have you attempted the following tran

IO1_7

IO1.7. In the past 90 days, how many times have you attempted the following tran

IO1_8

IO1.8. In the past 90 days, how many times have you attempted the following tran

IO1_9

IO1.9. In the past 90 days, how many times have you attempted the following tran

IO1_10

IO1.10. In the past 90 days, how many times have you attempted the following tra

IO1_11

IO1.11. In the past 90 days, how many times have you attempted the following tra

Total: 1144

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