One 12-country survey’s consumer/partner/leader responses highlight banking trust, login problems, credential sharing, and stronger interest in familiar security controls.
Based on a survey of 14,300 consumers and partners* across 13 countries, a cybersecurity firm has shared some data findings involving access friction, privacy concerns, and AI skepticism across consumer and partner journeys with the media.
First, 57% of consumers in the survey had identified banking as the sector they trusted most for online interactions, compared with 41% for government and 35% for healthcare. In the same consumer sample, 68% had experienced website or app issues in the past 12 months, and 28% had abandoned a company online because it asked for too much personal information.
Second, 69% of consumers in the survey had indicated that multifactor authenticated increased trust in a firm, and 68% indicated the same for passkeys. Another 66% indicated greater trust when privacy and security settings were easy to see and change, while 16% said they had a thorough understanding of how companies collected, used, and protected personal information online.
Other findings
Third, 77% of consumers polled were worried about AI helpers acting on their behalf online, and 23% indicated that they trusted a company more if it used AI to handle data. The report also found that 93% of IT and security leaders in the survey reported using, rolling out, or planning generative AI workflows, while 87% had indicated that offering passkeys to consumer customers was important; 49% reported that their organizations currently offered them. Also:
- 92% of partner users had experienced access issues with external partner systems in the past 12 months.
- 89% of partner users had abandoned or delayed work because of a website or app issue.
- 66% of partner users had shared or borrowed credentials, and 53% of that group cited slow official access processes as the reason.
- 22% of partner users received login details or system access immediately when they first started working with a new external partner.
- 30% of partner users always received the permissions they needed on first access.
- 44% of IT and security leaders reported that partner users could see their own permissions.
- 93% of IT and security leaders in the survey were using, rolling out, or planning generative AI.
Note: The term “partner users” is a broad internal label, not a precise occupational category, referring to third-party users with procurement or go-to-market responsibilities. The group is not defined more narrowly in the methodology.
