Security is the top factor that determines digital trust—and the lingering effects of pandemic-related fraud will only escalate consumers’ security concerns. TD Bank had the highest perceived security of the 10 banks in our study, while Capital One came in second.
Privacy is the second-most crucial factor influencing trust in digital banking, and it will become more important in the face of tighter regulations and the discontinuation of cookies. PNC placed first in Privacy, followed by TD Bank in second.
Capital One had the highest digital trust score overall out of the 10 largest US retail banks, while PNC and TD Bank tied for second place. Capital One ranked first in three of the six categories of trust: Reliability, Ease of Use, and Feature Breadth. It also placed in the top three in each of the heaviest-weighted trust categories: Security, Privacy, and Reputation.
To view the full US Banking Digital Trust Report, contact us today.