2017全球消费者调查之信任与安全报告_46页_1mb

Global Consumer Survey: Consumer Trust and Security Perceptions (February 2017)

Core Content

This report presents findings from a 2016 ACI Worldwide-sponsored survey of 6,035 consumers across 20 countries, focusing on consumer trust in data security and fraud prevention. It also compares these results with a similar 2014 survey to highlight trends and changes in consumer attitudes over time.

Main Points

• Consumer Reaction to Fraud/Data Breaches:

  • 65% of consumers globally would stop shopping with a merchant after experiencing fraud or a data breach.
  • In the U.S., only 36% would stop shopping, making it the only country where less than half of consumers react negatively to such incidents.
  • In the Americas, 86% in Brazil and 84% in Mexico indicated they would stop shopping with a merchant involved in fraud or a breach.

• Consumer Confidence in Data Security:

  • Consumer confidence in merchants' ability to protect personal information increased from 34% in 2014 to 43% in 2016, across 17 countries.
  • Only the U.S., India, and Thailand reported over 50% confidence in data security.
  • In EMEA, consumer confidence in data security is generally low, with no country reporting over 49% confidence.
  • In the Asia-Pacific, Singapore showed the lowest confidence in data security, with only 36% of consumers trusting firms to protect their data.

• Fraud Concerns:

  • Across all regions, the number one fraud concern is theft by computer hacking.
  • In some markets with strict data security regulations, such as Germany and Singapore, consumer confidence in data security is notably low.

• Mobile Wallet Adoption:

  • Mobile wallet adoption is strongest in regions with less mature card payment infrastructure, such as Mexico and Brazil.
  • In the U.S. and Canada, mobile wallet adoption is growing due to contactless payment terminals and new mobile phone features.
  • In EMEA, adoption is generally less than 25%, with the UAE being an exception due to government and industry support for cashless payments.
  • In the Asia-Pacific, India, Thailand, and Indonesia have high mobile wallet adoption rates, driven by mobile-based peer-to-peer payments and limited access to traditional payment methods.

• Consumer Preference for Communication:

  • 75% of consumers prefer to receive fraud alerts via mobile phone (SMS or call), indicating a strong preference for mobile as a communication channel.

Key Information

• Methodology:

  • The survey was conducted in Q2 2016 and included 6,035 consumers across 20 countries.
  • In each country, the survey had a margin of error of approximately 5 points.
  • The study compared results with those from 2014 and 2012, where available.

• Regional Insights:

Consumer Behavior and Fraud Mitigation

• Consumers are generally willing to engage with organizations to mitigate fraud, with mobile being the preferred channel.
• Retailers face significant pressure to maintain consumer trust, especially in in-person and online transactions.
• Consumer confidence in online merchants' data security varies widely, with the U.S. showing the highest levels.
• In EMEA, the U.K. and eurozone countries report similar levels of confidence, while South Africa and Hungary show lower trust.
• In the Asia-Pacific, India has the highest confidence in data security, while Singapore is the lowest.

Conclusion

The survey highlights a global concern for data security and fraud prevention, with consumers increasingly aware of risks but also open to using mobile technology as a tool for fraud mitigation. While mobile wallet adoption is growing in some regions, it remains limited in others due to infrastructure and consumer behavior. Firms must improve transparency and communication around data protection to build and maintain consumer trust.