APAC region bank customers more comfortable with biometric ATMs than behavioral biometrics
The increasing prevalence of biometrics and digital identities is making it necessary for banks to provide customers with confidence that their highly personal information will be protected, according to new research from Unisys.
The Unisys APAC Banking Insights report shows Australians have the region’s lowest level of trust in sharing personal information with banks, as well as the lowest level of comfort using biometrics to authorize financial transactions of the five countries surveyed. The majority of Australians are comfortable using facial or fingerprint recognition at an ATM (59 percent), however, or voice, face, or fingerprint biometrics with mobile banking apps (57 percent), and nearly as many (45 percent) are comfortable with voice biometrics being used by their bank’s call center. Only 27 percent say they are comfortable with behavioral biometrics.
“Of those who don’t support using biometrics in banking, most say they are ‘just not comfortable’ (57 percent), are concerned about data security (46 percent) or don’t want the bank to have access to their identity data (46 percent). Therefore rebuilding customer trust is key to implementing this type of advanced security measure,” says Unisys Asia Pacific Industry Director for Financial Services Ian Selbie.
In Hong Kong, 70 percent are comfortable with biometric access to mobile banking apps, 60 percent are comfortable with biometric ATMs, 55 percent with call center biometrics, and 47 percent with behavioral biometrics. Filipinos have the highest comfort level with biometrics, with 85 percent comfortable with apps, 81 percent with ATMs, 64 percent with call center, and 53 percent with behavioral biometrics use.
Research from Experian recently indicated that three quarters of APAC bank customers are more confidant in the security of banks with online biometric protections.