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A more secure consumer?

Cyber security from the consumers' perspective

Nearly 4.6 million UK consumers have had their personal details stolen to buy goods or services online, according to the latest Deloitte Consumer Review: A more secure consumer?

  Watch Chris Gaines, Consumer Business Cyber Security Partner, detail the survey findings and explain how consumer businesses can capitalise on cyber security to protect and increase their online revenue.


Consumers are doing more and more business online expanding their digital footprint. Consumer awareness of cyber crime is at an all-time high, fuelled by first-hand experience and media coverage of recent high profile security breaches, in addition to Government regulation such as the EU ‘cookie law’.

Our research found that approximately two-thirds of consumers (65%) claimed to have received ‘phishing’ emails and one in three said they had been a victim of ‘cybersquatting’. With so many people having fallen victim to cyber crime, less than half of the respondents trusted companies to tell the truth about the quality of their data security procedures.

Cyber attacks are now targeting consumer data, the information companies hold about their customers is a highly-valuable asset. In this new digital world, consumers will turn to trusted brands who they know will protect this data.

There is an opportunity for companies to gain a competitive advantage if they can show customers their information will be safe. Customers expect businesses to protect their personal information and are ready to shop elsewhere if these expectations are not met.

Key findings

  • Nearly 4.6 million UK consumers have had details stolen to buy goods online;
  • One in three victims of ‘cybersquatting’ stopped dealing with companies they thought were responsible;
  • Less than half of consumers trust companies to tell the truth about the quality of their data security procedures;
  • 88% say it’s the responsibility of the companies who collect their data to keep it secure and protect them from fraud;
  • Three quarters are prepared to go through more security checks despite the additional burden;
  • Two thirds of consumers said they were more likely to use companies that went out of their way to show customers they kept their information safe.

Key contacts

  • Chris Gaines
    Consumer Business Cyber Security, Partner
    +44 20 7303 8889
    cgaines@deloitte.co.uk

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