Retail ranks low for digital trust from consumers

Banking (44%), healthcare (41%) and government services (37%) were the top-three most-trust segments, followed by insurance (24%) and education (18%). Retail and hospitality both came in at 8%, signaling a significant lack of trust from consumers.

In the survey of more than 12,400 consumers, 89% said they are willing to share their data with organizations, but that does come with some non-negotiable rules. More than four-in-five (87%) expect some level of privacy rights from the companies they interact with online. The biggest expectation is the right to be informed that their personal data is being collected (55%), followed by the right to have their personal data erased (53%).

Over a quarter of consumers (29%) said they have abandoned a brand in the past 12 months because it demanded too much personal information. Over a quarter (26%) also abandoned a brand or service because of concerns about how their personal data was being used.

“The relationship between trust and user experience is the foundation of successful online interactions,” said de Vreeze. “The imperative is clear: organizations must uphold an unwavering commitment to both data security and user experience to build a future where trust enables digital interactions.”

Chain Store Age