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2007 US Internet Banking Security Opinion_ Satisfaction_ and

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2007 US Internet Banking Security Opinion, Satisfaction, and
Expectation Report

Description:    This report contains a review of current opinions of and expectations for security issues around
                Internet banking. Based on an extensive representative survey of US online adults concluded in
                January 2007.

                This report summarizes general and detailed customer opinions and expectations regarding
                Internet banking security issues. Findings are based on a December 2006-January 2007 survey. It
                provides the financial services sector needed actionable and relevant information to develop,
                manage, and market the Internet services they provide. It offers both a wealth of findings as well
                as insightful interpretive analysis and lays out findings in a way that empowers readers to interpret
                and draw their own conclusions and develop their own strategies. As such, it is intended to be a
                valuable tool to both decision-makers and their advisers.

                The survey obtained completions from 990 US adults randomly chosen from our consumer panel of
                US adults with Internet access. It was conducted between December 2006 and January 2007.
                Where necessary, survey data were weighted to match the age and gender breakdown of the US
                population with Internet access. The research also covered detailed security concepts evaluations,
                and importance of several Internet banking services and tools.



Contents:       1 Introduction

                2 Barriers to Internet Banking

                3 Internet Banking Security Satisfaction and Concerns
                3.1 Satisfaction with Internet Banking Security
                3.2 Internet Banking Security Perceptions
                3.2 Responding to Internet Banking Fraud Victimization
                3.3 Protection Against Falling Victim to Internet Banking Fraud

                4 Internet Banking Security Risk Communications

                Figure Index

                Figure 1: Reasons for not banking over the Internet. Findings based on US online adults who do not
                bank over the Internet, n=283. Multiple responses permitted.

                Figure 2: Important security-related reasons for not banking over the Internet. Findings based on
                US online adults who do not bank over the Internet due to being concerned about security risks,
                n=179. Multiple responses permitted.

                Figure 3: Important non security-related reasons for not banking over the Internet. Findings based
                on US online adults who do not bank over the Internet due to other reasons than security, n=115.
                Multiple responses permitted.

                Figure 4: Satisfaction with security measures respondents currently have to go through to do their
                banking over the Internet. Findings based on US online adults who bank over the Internet at
                present, n=579.

                Figure 5: Perceived necessity of financial institutions improving Internet banking security. Findings
                based on US online adults who bank over the Internet at present, n=579.

                Figure 6: Level of concern about selected situations that relate to Internet banking security.
                Findings based on US online adults who bank over the Internet at present, n=579.
            Figure 7: Changes in level of concern regarding those kinds of frauds in the last 12 months.
            Findings based on US online adults who bank over the Internet at present, n=579.

            Figure 8: Coded responses to who customers address to when they realize they may have fallen
            victim to Internet fraud. Findings based on US online adults offering a response to this question
            who bank over the Internet at present, n=542.

            Figure 9: Coded responses to communication channels customers use to report about Internet
            frauds they may have fallen victim to. Findings based on US online adults offering a response to
            this question who bank over the Internet at present, n=542.

            Figure 10: Coded responses to customers' personal attempts to protect themselves better against
            security risks related to Internet Banking. Findings based on US online adults offering a response to
            this question who bank over the Internet at present, n=542.

            Figure 11: Level of customers' willingness to consider selected options to improve Internet banking
            security. Findings based on US online adults who bank over the Internet at present, n=579.

            Figure 12: Knowledge about amount of security information that is provided by the respondent's
            financial institution. Findings based on US online adults who bank over the Internet at present,
            n=579.

            Figure 13: Satisfaction with security information provided by the respondent's financial institution.
            Findings based on US online adults who bank over the Internet at present, n=579.

            Figure 14: Customers' Interest in learning more about security risks that relate to Internet banking
            and how they can protect themselves better. Findings based on US online adults who bank over the
            Internet at present, n=579.

            Figure 15: Preferred communication channels for receiving more security information from financial
            institutions. Findings based on US online adults who bank over the Internet and indicated to be
            interested in learning more, n=394. Multiple responses permitted.



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