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  5. LifeLock Cancellation Survey - B
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Exit Survey
 
 
Thank you for agreeing to take this survey. Your feedback is important to us. This will only take about 5 minutes.

This questionnaire is for RESEARCH purposes only. Please be assured that your information will be used solely for this research and will not be used for any other purpose. At no time will anyone try to sell you anything.
 
 
* What was the main reason you cancelled your LifeLock membership? Please be as specific as possible in your response.
   
 
How well do you understand the service feature(s) that your LifeLock service(s) provided?
Do not understand
1
2 		Basic understanding
3
4 		Full understanding
5
* LifeLock service feature(s)
 
 
* Thinking about the features of your LifeLock service(s), which was the most valuable?
 
Address change verification
 
Award winning member service 24/7/365
 
Identity threat detection and alerts
 
Reduced pre-approved credit offers
 
Lost wallet protection
 
Black market website surveillance
 
$1 Million total service guarantee

 
 
* Thinking about the features of your LifeLock service(s), which was the least valuable?
 
How would you rate your level of agreement with the following statements? Please use a scale of 1 to 10, where 1 means you Completely Disagree, and 10 means you Completely Agree.
Completely Disagree
1

2

3

4

5

6

7

8

9 		Completely Agree
10
* The LifeLock service failed to provide the value I was seeking in an Identity Theft Protection Service
* I have found another Identity Theft Protection Service that better meets my need
* The threat of identity theft is no longer of great concern to me
* When I contacted LifeLock member services by phone, they provided the level of service I was expecting.
* I didn't receive an alert(s) when I thought I should have
* I am not comfortable having all of my personal information in one place
* I thought my online account was intuitive and helpful in understanding how LifeLock was protecting my identity.
* I am confident I can fully protect myself from identity theft on my own
* Received free service to protect my identity
* The cost of LifeLock service is prohibitive for me at this time
 
How concerned are you about identity theft happening to you? Please use a scale from 1 to 10, with 10 being Extremely Concerned and 1 being Not Concerned at All.

Note: by “identity theft”, we are referring to a situation where someone uses your personal identifying information (like your Social Security number or credit card account number) to commit fraud or theft.
Not at all Concerned
1

2

3

4

5

6

7

8

9 		Extremely Concerned
10
* Concern about identity theft
 
 
* Please indicate if you currently have any of the services below. Please select all that apply.
 
Credit Report Only (no on-going monitoring of report or score)
 
Identity Theft Protection Services: Proactively monitors your identity (e.g. name, address, Social Security Number, etc.) and alerts you to potential threats before the damage is done. A services guarantee and insurance are also included. And, should you become a victim of identity theft, the ID theft provider will help resolve the issue.
 
Credit Monitoring (on-going reports and/or scores)
 
None

 
 
* You mentioned you currently have identity theft protection / credit monitoring / credit report service(s). What service(s) do you currently use? Please select all that apply.
 
PrivacyGuard
 
Credit Sesame
 
Service offered by my bank
 
Service offered by my insurance company
 
Identity Guard
 
ProtectMY ID
 
CreditKarma
 
Equifax
 
Service offered by my credit card company
 
All ClearID/Debix
 
Experian
 
TrustedID
 
FreeCreditScore.com
 
Other
 

 
Is your identity theft protection / credit monitoring / credit report service...please select one.
 
When did you acquire your identity theft protection / credit monitoring / credit report service?
 
 
* While you had LifeLock service, how many members of your household were covered? Please select all that apply.
 
Myself
 
Spouse
 
Child/Children

 
 
* And, which of the following memberships did you cancel? Please select all that apply.
 
Myself
 
Spouse
 
Child/Children

 
 
* Thinking back to your LifeLock enrollment, which answer below best explains your initial interest in LifeLock?
 
I lost my purse or wallet
 
LifeLock was recommended to me by a friend or family member
 
News story about identity theft
 
Promotional offer
 
My personal information was lost/stolen as part of a data breach
 
I was a victim of identity theft
 
Radio advertisement
 
Television advertisement
 
Online advertisement
 
A friend or family member was a victim of identity theft
 
In the next three months, how likely are you to re-enroll in LifeLock service?
Definitely Will Probably Will Might/Might Not Probably Will Not Definitely Will Not
* LifeLock
 
 
* Are you...?
 
Male
 
Female
 
 
* What is your age?
 
Younger than 18
 
18 - 24
 
25 - 34
 
35 - 44
 
45 - 54
 
55 - 64
 
65 or older
 
Prefer not to answer
 
 
* What range best describes the total combined annual income of all the members of your household? Please select one.
 
Less than $20,000
 
$20,000 to $24,999
 
$25,000 to $29,999
 
$30,000 to $34,999
 
$35,000 to $39,999
 
$40,000 to $44,999
 
$45,000 to $49,999
 
$50,000 to $75,000
 
$75,001 to $100,000
 
$100,001 to $150,000
 
$150,001 to $200,000
 
$200,001 or more
 
Prefer not to answer
 
 
* What is the highest level of education you have completed? Please select one.
 
Some high school or less
 
High school graduate
 
Some college, no degree
 
2-year college degree/technical school
 
4-year college degree
 
Post-graduate degree
 
 
* Which of the following best describes you? Please select one.
 
Student
 
Employed
 
Stay-at-home parent - raising kid(s)
 
Stay-at-home spouse – no kids
 
Retired
 
Unable to work/disabled
 
Other (e.g., not employed, looking for work…)
 
 
* Which of the following best describes your current marital status? Please select one.
 
Living with a partner and married to him/her
 
Living with a partner and not married to him/her
 
Widowed, divorced or separated and living alone
 
Widowed, divorced or separated, and living with others (not a partner)
 
Single and living alone
 
Single and living with others
 
Other
 
 
* Which of the following best describes your race or ethnic background? Please select all that apply.
 
Biracial or multiracial
 
Black or African American
 
East Asian, Southeast Asian, or Pacific Islander
 
Hispanic or Latino
 
Native American, American Indian, or First Nation
 
South Asian (Indian subcontinent)
 
White or Caucasian
 
Other
 
Prefer not to say

 
 
* WOULD YOU BE INTERESTED IN HAVING SOMEONE FROM OUR MARKETING TEAM CONTACT YOU TO PARTICIPATE IN A 15 TO 30 MINUTE PHONE DISCUSSION? Please keep in mind, there is no guarantee you will be contacted as we only have the opportunity to directly speak to a few randomly selected members. If you are contacted and participate you will receive a $25 gift card for participating.
 
Yes
 
No
 
Please provide your contact information. The discussion will last between 15 to 30 minutes. Again, if you are selected and participate, you will receive a $25 Gift Card for participating.
* First Name : 
* Last Name : 
* Phone : 
* Email Address : 
 
 
* City
   
 
 
* State