91% of respondents to Genesys-sponsored customer experience survey are concerned about data abuse, with social media companies considered least reliable
Highly regulated organizations earn the most trust from consumers regarding protection of their personal data, according to a new opinion survey on data personalization, privacy and trust sponsored by Genesys, the global leader in cloud customer experience and contact center solutions. Overall, the organizations that consumers trust most with their data are banks (48%), healthcare providers (40%), and government agencies (39%). The survey gathered responses from 5,000 adults in six countries: Australia, Germany, Japan, New Zealand, the United Kingdom (U.K.) and the United States (U.S.).
Ironically, the companies that consumers trust the least are also the ones whose primary purpose is sharing data. Social media companies ranked highest on the “least trustworthy” list, identified by an average of 48% of survey respondents across the six countries. This is followed by cryptocurrency providers and smart-home device companies, tied at 23%.
Privacy issues around third-party accumulation and use of personal data have come to the forefront of consumer concerns in recent years. This is due to many well-publicized lapses in data security management, a frequent lack of transparency in the corporate communications around breaches as well as opaque and sometimes unethical practices on how and with whom data is shared.
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The survey results show that 91% of consumers are concerned that companies might abuse their personal data, with 32% expressing themselves as “very concerned.” In fact, nearly half (46%) of respondents say they are “more concerned” today about misuse of their private data than they were five years ago.
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