Global Trust in Digital Services Declines, Finds Thales

According to the Thales 2025 Digital Trust Index, a significant decline in consumer trust across digital services has been reported. This survey examined 13 different industries, revealing that most sectors have seen a drop in confidence from consumers.

One of the most alarming findings is that 82% of consumers abandoned a brand last year due to privacy concerns, highlighting how critical these issues are in today’s digital landscape.

Trust Rankings Across Industries

The banking sector continues to hold the top spot in the Trust Index for the second consecutive year. Interestingly, the level of trust varies significantly by age group, with 51% of consumers over 55 expressing trust, while only 32% of Gen Z customers (ages 16-24) felt the same way.

In contrast, the government sector experienced a boost in trust, with 42% of people considering it a trustworthy holder of their personal data—an increase from 37% the previous year.

However, news media ranked the lowest in consumer trust, with a mere 3% of respondents acknowledging it as a reliable sector. Other industries, like social media and logistics, only slightly exceed this figure, with 4% approval.

Privacy Concerns and Consumer Expectations

Many consumers are acutely aware of privacy risks. The survey indicated that 19% were made aware of personal data breaches in the previous year, leading to a significant mistrust in various brands. In fact, 86% of consumers now expect their data privacy rights to be respected.

Despite this, 63% of those surveyed feel that the responsibility for protecting personal data has been placed too heavily on them. Many only share their information because it is necessary to access products or services, rather than out of trust in the organizations.

Customer Experience Challenges

Additionally, customer experience issues are also affecting trust. About 33% of consumers expressed frustration with e-commerce due to experiences like being removed from online queues or encountering manipulative pricing strategies.

Building Consumer Confidence

Nevertheless, the data suggests that consumers are willing to trust brands that make technological advancements. About 64% of respondents indicated that they would feel more confident in brands that implement modern security technologies, such as passwordless authentication and multifactor authentication.

Sebastien Cano, a Senior Vice President at Thales, commented that trust in digital services is stagnating, even among regulated industries. He emphasized that as consumers become more aware of online threats, brands need to enhance their security measures to regain trust.

Experts agree that implementing advanced cybersecurity measures and focusing on optimizing the customer journey can lead to better business outcomes. John Tolbert, a director of cybersecurity research, stated that the decrease in digital trust isn't inevitable and can be prevented through smart business practices.

Conclusion

The Thales Digital Trust Index serves as a wake-up call for companies operating in the online space. Trust is sorely needed to retain customers and foster long-term loyalty, underscoring the importance of data privacy and security.

trust, privacy, data, security, banking