Fraud is no longer just a security problem. It's a customer experience problem. When fraud occurs, the way an institution responds can shape how customers feel about their bank long after the incident is resolved. New research shows that the fraud resolution experience has a direct impact on consumer confidence, card usage, and their willingness to deepen the banking relationship.
Based on a national survey of more than 2,000 consumers who experienced payment fraud, this report examines how financial institutions perform across key stages of the fraud resolution process—from detection and reporting to investigation, communication, and final resolution. The findings reveal where institutions are succeeding, where the experience breaks down, and how small improvements can significantly influence customer trust and loyalty.
In this report, you'll learn:
- How fraud resolution experiences impact customer trust and confidence
- Why the fraud experience influences card usage and relationship growth
- Which stages of the fraud process most affect customer satisfaction
- Where financial institutions have the biggest opportunity to improve