Who’s Worried About Security of Personal Information?

There’s been a lot of discussion about personal information security lately, so I decided to dig into Temkin Group’s Consumer Benchmark Studies. In our Q1 2013 study of 10,000 U.S. consumers, 68.7% of consumers agree with the statement “I worry about the security of my personal information” and 29.0% strongly agree. It turns out that this level of concern has declined from our Q1 2012 study which showed that 69.6% agreed and 32.6% strongly agreed with the statement.

1308_SecurityWorries12and13

We examined the 2013 data by different demographic segments and found that:

  • Consumers with the lowest level of education are the most worried across all segments (73%)
  • Consumers earning between $100K and $150K are the least worried across all segments (65%)
  • Consumers between the ages of 45 to 64 year-olds are the most worried (72%)
  • Consumers younger than 35 and older than 75 are the least concerned (66%)
  • Caucasians are the least worried ethnic group (68%)

WorriedAboutPersonalInfo

We also examined the data by groups of consumers who had recently interacted with 272 organizations. This analysis shows that:

  • Companies have between 66% and 83% of their customers who are worried about the security of their personal information.
  • Companies that have 80% or more of their consumers worried about security are: CellularOne, Fujitsu, AirTran Airways, Jeep, Electrolux, Advantage Rent A Car, Buick, National Car Rental, Ameriprise Financial, and Haier.
  • Companies that have less than 70% of their consumers worried about security are: SunTrust Bank, Trade Joe’s, Piggly Wiggly, DirecTV, Regions, Citigroup, Liberty Mutual, credit unions, The Hartford, US Bank, Sprint, Gateway, ING Direct, Amazon.com, Medicare, and Charter Communications.
WorriedAboutPersonalInfo

Download data for 272 organizations

The bottom line: Two-thirds of consumers are worried about personal information security

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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