Trust on the Line: How Fraud Protection Shapes Consumer Trust

Based on new Outseer research with 7,029 consumers across the UK, USA, India, Sweden, Brazil, Australia and Singapore, this report explores how fraud, scams and authentication shape trust in financial institutions.

Consumers now rank fraud protection alongside fees and interest rates when choosing where to bank and more than half who experience fraud say it reduces their trust in the provider involved.

What do consumers expect from fraud protection?

Consumers want strong safeguards, but they also expect security to match the level of risk. The research shows that friction is accepted when it feels proportionate and damaging when it feels arbitrary.

It also reveals a major authentication gap: while only 2.2% of consumers spontaneously ask for background or behavioral checks, 77.8% respond positively once those checks are explained.

What you’ll learn

• How fraud protection influences provider choice
• Why fraud experiences damage trust and impact customer behavior
• Where consumers accept extra authentication and where friction leads to abandonment
• How younger consumers report they experience fraud at higher rates than older consumers
• Why passive checks, behavioral biometrics, and connected risk signals can strengthen protection without unnecessary friction

Strengthen trust with proportionate protection

Use the seven-market findings to understand how risk-based, largely invisible fraud protection can help financial institutions reduce fraud, preserve experience, and build customer trust.