Vietnam Vietnam
Consumers encountered most fraud incidents in retail and telco during the past 12 months
  • 55%
  • 54.5%
  • 32.8%
  • 35.2%
  • 55% and 54.5% have experienced fraud at least once in retail and telco, respectively, compared to 32.8% and 35.2% on average
  • Impact: Overall anti-fraud capabilities need improvement
Thailand Thailand
Most Thai consumers believe speed and resolution are severely lacking (response/ detection speed toward fraud incidents)
AP Average
  • 60.5% think it is most important, compared to 47.7% on average
  • Impact: Response time as one of key factors to fraud management to retain customers and gain their trust
India India as standalone
Consumers have the largest number of shopping app accounts in the region
  • Average of three accounts per person
  • Impact: Highest exposure to online fraud
China China
Consumers are the most tolerant toward submitting and sharing of personal data
AP Average
  • 46.6% compared to the AP average of 27.5% are accepting of sharing personal data of existing accounts with other business entities
  • Impact: higher exposure of data privacy and risk of fraud
New Zealand
New Zealand New Zealand
Consumers make most of their payments by internet banking
  • 74%
  • 70.5%
  • 54.5%
  • 46.5%
  • 39.6%
  • 40.7%
  • A higher percentage make payments via internet banking to banks and insurance companies, telcos, and retailers, respectively, compared to the regional average
  • Impact: Anti-fraud capabilities critical to the increased digital transaction frequency and customers’ trust in banks
Australia Australia
Consumers are most satisfied with the post-fraud service of banks and insurances companies
  • More than 70% satisfaction rate compared to 59.7% on average
  • Impact: Increased trust in BFSIs
Indonesia Indonesia
Consumers that encountered most fraud incidents in the past 12 months

AP Average

  • 49.8% have experienced fraud at least once compared to 34.7% on average
  • Impact: Overall anti-fraud capabilities need improvement
Singapore Singapore
Consumers have the highest trust towards government
AP Average
  • 75.5% choose government agencies, compared with 51.7% on average
  • Impact: Trust of personal data protection is centered around government agencies
Hong Kong
Hong Kong Hong Kong
The least percentage of consumers with high satisfaction level toward banks and insurance companies’ fraud management
AP Average
  • Only 9.7% are most satisfied compared to 21.1% on average
  • Impact: effective response towards fraud incidents to be improved
Japan Japan as standalone
Consumers most cautious on digital accounts and transactions
50.7% Actively maintain digital accounts’ validity
27% AP Average
45.5% Do not do online bank transfers
13.5% AP Average
  • More than 70% did not encounter fraud incidents in past 12 months, compared to 50% on average
  • Impact: Relatively low risk of fraud

2019 Global Identity and Fraud Report

2019 Global Identity and Fraud Report

Consumer trust: Building meaningful relationships online.


Trust: a precious commodity that is earned over time and difficult to build between consumers and businesses in an online world. The anonymous nature of digital interactions means that businesses and consumers must mutually find ways of establishing bilateral trust. What are the key factors that matter most to consumers for gaining trust and confidence in an increasingly digital world? What does it take to build trust online? Are businesses doing enough with the information they already have access to, to better recognize and deliver experiences that their customers expect?


These are just some of the questions we asked in the 2019 Global Identity and Fraud Report. We surveyed over 10,000 consumers and 1,000 businesses across 21 countries to better understand how businesses can build and nurture personalized relationships while helping customers to feel more secure.


Download the complete report to learn why:

  • 70% of consumers would provide even more information to businesses if there was a perceived benefit to them
  • 80% of consumers say that the more transparent a business is about using their information, the greater trust they have in that business
  • 74% of consumers are more confident that physical biometrics will protect their information over passwords
  • 61% of consumers across most regions trust banks and insurance companies more than any other type of business to protect their data

Learn more about these findings and more insights from the 2019 Global Identity and Fraud Report.

Read full article


By Experian 03/06/2019

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