Thales has unveiled its 2025 Digital Trust Index, highlighting a global decline in consumer trust for digital services compared to last year. The study, which surveyed over 14,000 consumers across 14 countries, found that only the insurance, banking, and government sectors saw stable or slightly increased trust levels. In Singapore, government organisations topped the trust index at 67%, followed by banking at 49% and healthcare at 41%.
The report indicates that privacy concerns are a significant factor in consumer decisions, with 85% of Singapore consumers abandoning brands in the past year due to excessive personal data demands. Daniel Toh, Chief Solutions Architect for Asia Pacific & Japan at Thales, commented, “Trust in digital services is decreasing or remaining stagnant at best, even among highly regulated industries.”
The survey also revealed that 62% of Singapore consumers feel too much responsibility is placed on them for data protection. Despite these concerns, 75% of consumers indicated that their confidence in a brand would increase if it adopted advanced technologies like passwordless authentication and responsible AI use.
John Tolbert, Director of Cybersecurity Research at KuppingerCole Analysts, emphasised the importance of deploying modern security solutions to rebuild consumer trust. The findings underscore the need for brands to enhance their security measures to address evolving cyber threats and consumer scepticism.
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