2017全球消费者调查之信任与安全报告_48页-1mb

报告摘要

Global Consumer Survey: Consumer Trust and Security Perceptions Summary

Core Content

This report presents findings from a Q2 2016 survey conducted by ACI Worldwide, involving 6,035 consumers across 20 countries. It explores consumer attitudes toward fraud and data protection, and how they prefer to engage with firms to reduce fraud risk. The report also compares these findings with a similar 2014 survey where possible.

Main Findings

Consumer Trust and Fraud Response

65% of consumers would stop shopping with a merchant after experiencing fraud or a data breach.
Consumer confidence in merchants' ability to protect personal information increased from 34% in 2014 to 43% in 2016, among 17 countries surveyed in both studies.
In the U.S., 54% of respondents trust firms to protect their data, the highest among all regions surveyed.
In the Asia-Pacific region, 60% of respondents in India trust firms with their data, while only 36% in Singapore do.
In EMEA, consumer confidence in data security is generally lower than in the Americas and Asia-Pacific, with no country reporting over 49% trust in firms to protect data.

Fraud Concerns

Across all regions, the number one fraud concern is theft by computer hacking.
In countries with strict data security guidelines (e.g., Germany and Singapore), consumer confidence in data security is notably low.

Mobile Wallet Adoption and Security

Mobile wallet adoption is strongest in regions with less mature card payment infrastructure, such as India, Thailand, and Indonesia.
In the Americas, Mexico and Brazil have significantly higher mobile wallet adoption than the U.S. and Canada.
UAE stands out for its strong mobile wallet adoption, possibly due to government and industry support for contactless, cashless payments.
Mobile wallets are generally perceived as secure, with 80% of consumers in most regions reporting at least some confidence in their security.
New Zealand saw a doubling of consumer confidence in mobile wallet security since 2014, possibly due to updated standards and regulations.

Consumer Engagement with Fraud Prevention

75% of consumers are interested in receiving calls or SMS messages from organizations to mitigate fraud.
Consumers are generally willing to interact with firms through mobile channels to reduce fraud risk.

In-Person Shopping Confidence

In-person shopping confidence has generally increased compared to 2014, with no country reporting below 80% confidence.
Mexico and Brazil saw 10-point increases in confidence since 2014.
In Germany, Italy, and Hungary, a larger portion of respondents report not using cards for in-person transactions.

Online Shopping Confidence

Online shopping confidence varies significantly across regions.
In the Americas, 81% of U.S. respondents believe online merchants have adequate security systems, while 57% in Mexico report the same.
In EMEA, Eurozone countries show little variation in confidence, while non-Eurozone countries show more variance.
South Africa and Hungary report the lowest rates of online shopping, with 15% and 16% of respondents not shopping online, respectively.
In the Asia-Pacific, India shows the highest confidence in online merchant security at 77%, while Singapore is the lowest at 51%.

Data Security and Privacy

Data breaches are common, but consumer confidence in firms' ability to protect stored data has improved slightly.
Only three countries (U.S., India, and Thailand) report over 50% confidence in firms protecting personal data.
EMEA consumers tend to be more "unsure" about data security, even in regions with strong data protection laws like the EU.
Singapore is an outlier, with strong data protection laws but low consumer confidence, possibly due to less online shopping activity.

Key Information

Methodology: The survey was conducted in April 2016, with 6,035 consumers from 20 countries.
Regions Covered: Americas, EMEA, and Asia-Pacific.
Countries Included: Brazil, Canada, Mexico, U.S., France, Germany, Italy, Netherlands, South Africa, Sweden, UAE, U.K., Australia, India, Indonesia, New Zealand, Singapore.
Data Collection: Online quantitative research with a margin of error of approximately 5%.
Statistical Significance: Results were tested at the 95% confidence level.

Summary of Trends

Mobile wallet adoption is increasing in regions with less mature card payment systems.
Consumer confidence in mobile wallet security is generally high, with notable increases in New Zealand and India.
Fraud concerns are widespread, with computer hacking being the most common perceived threat.
In-person shopping confidence remains high, though it varies by region and is influenced by local payment habits.
Online shopping confidence varies significantly, with the U.S. and India showing the highest levels.
Data security is a major concern globally, but consumer trust in firms to protect data is limited, especially in EMEA and Singapore.
Consumer engagement through mobile channels (calls, SMS) is a preferred method for fraud prevention.