The tightrope between fraud prevention and a frictionless banking experience

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While banks work to fight fraud, customers are bristling at some of their security measures. Around the world, 35% of banking customers said what irritates them most is that the authentication factors keep changing. Another 24% are most annoyed by their card being declined for legitimate purchases.

Beyond the chart: That’s not to say banking customers want a looser approach to security. More than 2 in 5 have reported actual or suspected fraud to their bank, and of the US mobile banking users we surveyed, about 1 in 5 cited fraud prevention as a main reason they switched financial institutions. To keep their customers, banks must strike a delicate balance: protect their accounts without eating into customers’ time or preventing them from spending wherever and whenever they want.