Ping Identity asked Consumers about their experiences signing up for websites and how it reflects attitudes towards online privacy. 77% of respondents have already abandoned or stopped creating an online account for any number of reasons, which included demands for too much personal information (40%) and too many security steps (29%). More than half of respondents have outright abandoned an online service if they found logging in too frustrating and 63% said they were likely to jump ship for a competitor if they made it easier to authenticate their identity. Of note – there are regional differences, as Germans in particular have a more critical view, and French consumers are most diligent about password resets.
In the trust category, some Deloitte research shows that using digital services make government agencies more trusted. The research discovered that people had the highest level of trust with their local governments, followed by state government, followed by federal government. But at all levels of government, researchers found, government agencies can use digital services to make themselves appear less distant.
Why do we care?
Digital services can increase trust. That’s a headline. Think about that – government isn’t exactly beloved, and they can change their relationship with their constituents, IE customers, with digital services.
Now, how those services are perceived on privacy matters more and more. Don’t overlook how much this space matters. First, for your own organization – and many small IT providers aren’t using the tools strategically this way – and second, as a service for your customers.
My advocacy for data management as a key service, where the provider looks at what data is being collected, understanding why, and also making sure it’s not unnecessary – on top of being managed well – comes from examples of data like this.