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 An Entersekt survey report 

The state of digital banking security

How banks and credit unions can address growing security threats while meeting modern consumer expectations

An Entersekt survey report

The state of digital banking security

How banks and credit unions can address growing security threats while meeting modern consumer expectations

Download the report
Survey-Report-Mockup-3-2

400+

Adult Americans surveyed

They were asked about their experience with their primary FI.

90%

Value security the most

When choosing a FI, protection from fraud is top-of-mind.

Nearly 1/2

Will switch FIs

Just one negative authentication experience is enough of a reason to leave.

The future of trust starts with understanding your customers

Digital banking customers are more security-conscious than ever, and their expectations are evolving just as quickly as fraud threats. This report reveals where financial institutions (FIs) are meeting expectations, where trust is beginning to erode, and what can be done to strengthen relationships while reducing fraud.

Security has become a competitive differentiator 

Consumers increasingly evaluate FIs based on how well they protect accounts and transactions. Strong security is no longer simply a compliance requirement—it's a deciding factor in customer acquisition and retention. 

90%

of consumers say security is one of the most important factors when choosing a FI.

90%

of consumers say security is one of the most important factors when choosing a FI.

Authentication can influence customer loyalty

Customers are willing to switch institutions if they don't trust the authentication experience offered to them, making modern authentication a key driver of long-term loyalty.

43%

would consider leaving their FI based on its authentication methods alone.

43%

would consider leaving their FI based on its authentication methods alone.

Consumer expectations are outpacing legacy authentication

Many FIs continue to rely on authentication methods that customers no longer consider secure, highlighting a growing gap between security investment and customer confidence.

18_1-3

of consumers consider SMS one-time passwords to be the most secure authentication method, despite 46.7% reporting their FI still uses them.

18_1-3

of consumers consider SMS one-time passwords to be the most secure authentication method, despite 46.7% reporting their FI still uses them.

Security has become a competitive differentiator 

Consumers increasingly evaluate FIs based on how well they protect accounts and transactions. Strong security is no longer simply a compliance requirement—it's a deciding factor in customer acquisition and retention. 

90%

of consumers say security is one of the most important factors when choosing a FI.

 

Authentication can influence customer loyalty 

Customers are willing to switch institutions if they don't trust the authentication experience offered to them, making modern authentication a key driver of long-term loyalty. 

43%

would consider leaving their FI based on its authentication methods alone. 

 

Consumer expectations are outpacing legacy authentication 

Many FIs continue to rely on authentication methods that customers no longer consider secure, highlighting a growing gap between security investment and customer confidence. 

18.2%

of consumers consider SMS one-time passwords to be the most secure authentication method, despite 46.7% reporting their FI still uses them. 

 

Trust doesn't eliminate the need for customer control 

Consumers trust their FI to protect them from fraud, but many still want greater visibility and choice over how security decisions are made on their behalf.

28%

want an active role in deciding which transactions are flagged for review, even though 59% trust their FI to identify suspicious activity.

 

FIs must balance stronger security with seamless experiences

Customers expect digital banking to be both secure and effortless. Delivering adaptive, intelligent authentication without introducing unnecessary friction is becoming essential for meeting those expectations.

1 in 3

transactions are abandoned because consumers find the process too inconvenient, underscoring the importance of frictionless security.

 

Datos
“The authentication landscape must balance complex security requirements, evolving fraud threats and growing user experience expectations. The FIs that prioritize identifying where the line of acceptable friction is for consumers will improve the authentication experience while enhancing security.”
Trace Fooshée, Strategic Advisor at Datos Insights

Getting it right with Entersekt’s authentication

A 20-30% reduction in false declines, building pathways to better experiences

See how partnering with Entersekt enabled Chartway Credit Union to create more positive digital banking experiences for their members. By reducing false declines, inbound fraud-related calls also dropped by up to 25%, significantly easing pressure on contact center operations.  

Your customers have spoken

Build and retain their trust by understanding what they really want

Download report Let’s talk