Gap In Perception Of Digital Trust Between UK Consumers And Organisations

Frost & Sullivan and CA Technologies launched the first Global State of Digital Trust Survey and Index. The Index, informed by the responses consumers, business leaders and cybersecurity professionals, has found that UK consumers have low trust in the way that businesses handle their data. The UK scored 56 out of 100, markedly lower than the 61 Index global average score.

Mayur Upadhyaya, Managing Director, EMEA at Janrain:

“The research shows the growing trend between trust and customer loyalty. Their findings show that 86% of consumers that prefer security over convenience, which represents a real shift in the digital experience which has been so focused on reducing consumer friction in recent years. This certainly correlates with Janrain’s recent research into Consumer Attitudes Toward Data Privacy Survey; which showed that 57% of respondents have become more concerned about security and privacy. Over the coming months, we are going to see a debate in experience design as friction is introduced by security measures to assure consumers. Brands and designers that bring in context and real-time decision making into their design will be able to navigate that fine line between interaction design and security operations, for example when is the best time to step up security? Maybe it’s a new device, location or a threat on the network?”

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