Global Trust in Digital Services Declines, Finds Thales
Thales announced the findings of its 2025 Digital Trust Index –
Consumer Edition, revealing a universal decline in trust for digital services
compared to this time last year. Across 13 different sectors, only insurance,
banking and Government saw either their trust level remain unchanged or
increase very slightly. When asked which sector they trusted with their
personal data, not one sector reached above 50% approval. Thales surveyed over
14,000 consumers across 14 countries about their online relationship with
brands and services, their privacy expectations, and how brands can earn their
trust.
This decline in trust comes as nearly one in five (19%) have been
informed that their personal data has been compromised in the past year.
Consequently, 82% have abandoned a brand in the past 12 months due to concerns
about how their personal data was being used.
Global Trust Index Ranking
Banking emerged as the most trusted sector for the second year in
a row. However, the research found a stark demographic shift, peaking at 51% of
over 55s, and languishing at just 32% of Gen Z consumers (16-14-year-olds).
Government organisations are the only sector where trust increased
compared to the previous year, with 42% of global citizens ranking them as a
top trusted sector with their personal data, compared to 37% last year.
News media organisations polled the lowest, with only 3% of
citizens ranking them as a top trusted sector. Social media, logistics, and
automotive sectors only ranked marginally higher, at 4% each.
Commenting on the findings, Sebastien Cano, Senior Vice President,
Cybersecurity Products at Thales said: “Global trust in digital services is
decreasing or remaining stagnant at best, even among highly regulated
industries. One area that does not remain stagnant is the threat landscape.
Consumers are more aware than ever before of online threats, and the
consequences of their data falling into the wrong hands. As cyber threats
evolve so does consumer scepticism, and brands must continuously adapt their
security measures to stay ahead and rebuild confidence.”
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