Shoppers demand transparency from online retailers…
Online shoppers in the UK are demanding retailers to be honest and transparent on whether they have suffered a security breach, a survey commissioned by NTT Security has revealed.
When asked what retailers could do to help build consumer trust when online shopping, 80 per cent of the 500 survey respondents said they expect more transparency following a breach, as well as more secure payment options and for retailers to insist on regularly changing and using strong passwords.
Further to worrying about the risk of paying online and identity fraud, the majority are also concerned about the privacy of personal information (63 per cent), a site being fake (63 per cent) and the risk of being sent ‘phishing emails’ that link to malware (60 per cent).
Stuart Reed, director at NTT Security said: “The retail sector is among one of the most targeted industries for attacks and, with one of the busiest trading periods of the year now upon us, it makes sense that both consumers and retailers are diligent in terms of data security.
“While some shoppers are happy to continue using sites, even when they have been breached, they are also anxious for retailers to let customers know when they have been hacked. Consumers certainly seem to be growing in security awareness when online; more savvy, they are willing to take responsibility for their own security to some extent, but they are also more demanding of retailers and expect to see privacy and security polices displayed clearly on websites.”
However, only 18 per cent would permanently stop using a retailer’s website if a security breach was exposed and a third admit they would carry on using an online store but would upgrade their security.
More than 40 per cent believe retailers should publish their privacy policies to allow customers to see how data is being stored and managed, while a third (32 per cent) want stores to listen and respond to customer concerns via social media to help build consumer trust.
Read more on the research, including five top tips on how retailers can mitigate cyber risks here