The majority of U.S. consumers value personal information security
A recent study by Glassbox has unveiled the perspectives of banking customers in 2024. The study involved a survey of 1,000 consumers in the United States aimed at comprehending the priorities and worries of financial service customers.
According to the study, 90% of consumers emphasize the importance of securing their personal information. Additionally, 85% feel that their banks should provide proactive updates regarding the use of AI in their digital services. If consumers were to fall victim to AI-related fraud through their bank, over half of them state that they would switch banks.
The survey also reflected consumer perceptions towards the incorporation of AI into banking services. Key discoveries include:
- 60% view AI as both a potential tool and threat to banks.
- 59% are comfortable with banks utilizing AI to detect fraudulent activities.
- 47% express that their primary AI concern with banks is related to security risks.
Additional noteworthy observations from the survey include:
- 79% perceive customer support across digital platforms as a crucial feature.
- 66% anticipate a dependable and seamless experience across the app and website.
- 63% emphasize the importance of personalization.
- More than 50% prioritize security.
