Provided with permission to Mauch Chunk Trust Company Source: Security Breaches & Identity Theft Consumer Survey presented by RateWatch

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1 Accurate Financial Data Since 1989 Security Breaches and Identity Theft Consumer Actions and Opinions Provided with permission to Mauch Chunk Trust Company Source: Security Breaches & Identity Theft Consumer Survey presented by RateWatch Provided with permission to Mauch Chunk Trust Company Source: Security Breaches & Identity Theft Consumer Survey presented by RateWatch February RateWatch Sales and Service:

2 Contents Introduction What type of financial institution do you currently use for the majority of your banking needs? Results Total Respondents... 5 Results Gender, Age and Income... 6 Section 1: Data Security Breaches 2. Have you ever had your personal data included in a data security breach? Results Total Respondents, Gender, Age and Income For your main financial institution, how have they handled breach communication? Results Total Respondents... 9 Results Gender, Age and Income What would be the best way to communicate a security breach to you? Results Total Respondents Results Gender, Age and Income Have you ever cancelled a credit/debit card due to a security breach? Results Total Respondents Results Gender, Age and Income Section 2: Debit/Credit Card Fraud 6. Does your financial institution offer a fraud protection service? Results Total Respondents Results Gender, Age and Income Have you ever had fraudulent charges on your debit or credit card? Results Total Respondents, Gender, Age and Income Approximately how many times has your debit/credit card been compromised? Results Total Respondents Results Gender, Age and Income What was the maximum amount of fraudulent charges made in a single statement cycle? Results Total Respondents Results Gender, Age and Income What was the response time from your financial institution to make you aware of fraudulent charges on your account? Results Total Respondents Results Gender, Age and Income Please rate how satisfied you were with the timeliness of your financial institution's response to alerting you to fraudulent charges on your account. Results Total Respondents Results Gender, Age and Income Section 3: EMV Chip Card 12. Please rate your awareness of the EMV Chip Card. Results Total Respondents, Gender, Age and Income Do you feel more secure using your EMV Chip Card over other cards without a chip? Results Total Respondents, Gender, Age and Income Are you more likely to make purchases with your EMV Chip Card versus using your other cards? Results Total Respondents, Gender, Age and Income...30 Security Breaches and Identity Theft Consumer Actions and Opinions Page 2

3 Contents Section 4: Identity Theft 15. Have you ever fallen victim to identity theft? Results Total Respondents, Gender, Age and Income Do you monitor your bank account/credit card activity? Results Total Respondents, Gender, Age and Income On average, how often do you monitor your bank account/credit card activity? Results Total Respondents Results Gender, Age and Income What method(s) do you use to monitor your accounts? Results Total Respondents Results Gender, Age and Income How do you safeguard your confidential information? Results Total Respondents Results Gender, Age and Income What do you use to monitor your credit report? Results Total Respondents Results Gender, Age and Income Have you ever been denied a loan/credit because of false information on your credit report? Results Total Respondents, Gender, Age and Income Section 5: Credit Monitoring/Identity Theft Monitoring Service 22. Do you subscribe to a credit monitoring/identity theft monitoring service? Results Total Respondents Results Gender, Age and Income How much do you/would you pay on a monthly basis for this service? Results Total Respondents Results Gender, Age and Income Section 6: Credit Repair Services 24. Do you subscribe to a credit repair service? Results Total Respondents Results Gender, Age and Income How much do you/would you pay for a month of this service? Results Total Respondents Results Gender, Age and Income Section 7: Demographics Gender...54 Age Income Region Security Breaches and Identity Theft Consumer Actions and Opinions Page 3

4 Introduction Attacks on personal and financial information are escalating and are a growing concern for both consumers and financial institutions. According to a recent study by Risk Based Security, the total number of data breaches jumped 23% from 3,192 in 2014 to 3,930 in Javelin Research & Strategy reports cybercriminals have stolen $112 billion dollars over the past six years - $35,600 every minute! 2 The threat of financial security is also growing in complexity and geography. As new technologies are developed to combat fraudulent activity, new ways to access, steal, and use personal information all around the world are engineered. Breach types include, but are not limited to: Hacking, Skimming, Fraud/Social Engineering, Mishandled Documents, Web, , Data Misuse/Mishandling, Viruses, Mail and Phishing. Advancements in technology allow more information to be transmitted electronically leaving both consumers and financial institutions more vulnerable. Financial institutions find themselves in a catch 22: Do we invest in state of the art technology with advanced security measures, but possibly open ourselves up to new types of fraud? Or do we stay with outdated banking methods feeling a little more secure but losing the opportunity to attract a new customer base? The reality is fraud is a threat no matter what. Federal regulators have taken steps to improve security measures through compliance and requiring merchants to upgrade card terminals to accept EMV chip debit and credit cards. In the following survey, RateWatch found that over 80% of consumers either have an EMV chip debit or credit card or have at least heard of the more secure card. This is just a start to safeguarding personal and financial data. Education and trust are key. Those that don t know services exist for monitoring their account activity, or don t understand how to use them properly, are at even greater risk. 29% of consumers indicate that they don t know if their financial institution offers fraud protection. Their awareness of options, and trust in their banking relationship, will encourage them to properly use the tools available to them. Javelin Research and Strategy s report found that those that didn t trust their relationship and didn t take advantage of services, had their information used 75 percent longer and incurred a 185 percent greater mean consumer expense. 2 As financial institutions navigate to find a balance of keeping their clients safe and providing up-to-date technology, RateWatch is exploring the consumer perspective of security breaches and identity theft to better understand the level of concern consumers have, their satisfaction with their financial institution response to fraud, and what steps they take when it comes to protecting their identity. We also look at what services consumers subscribe to and are willing to pay for to protect their identity and credit worthiness. In fact, just over 60% of consumers surveyed either subscribe to or would consider credit monitoring/identity theft monitoring service. Just over 60% of consumers surveyed either subscribe to or would consider credit monitoring/identity theft monitoring service. Survey responses were obtained through a third party service with questions distributed on November 9th, 2015 to consumers ages 18 and older throughout the United States. 588 total unique responses were received. Results were analyzed to compare each question across demographic groups of gender, age, and income. Comparisons of significant difference have been identified and highlighted throughout the report Security Breaches and Identity Theft Consumer Actions and Opinions Page 4

5 Survey Results Total Respondents Question 1: What type of financial institution do you currently use for the majority of your banking needs? % 11.05% Large National Bank Small Community Bank 19.39% 5 Credit Union % Internet Bank 18.71% 1.70% Regional Bank Savings & Loan % Other % institution 8 Security Breaches and Identity Theft Consumer Actions and Opinions Page 5

6 Survey Results By Gender, Age and Income Question 1: What type of financial institution do you currently use for the majority of your banking needs? *Number of respondents are shown in parenthesis By Gender Large National Bank Credit Union Regional Bank Small Community Bank Internet Bank Savings & Loan Other I don't use a financial institution Male (246) 43.50% 18.29% 17.89% 10.98% 3.25% 2.02% 3.66% 0.41% 100% Female (279) 38.71% 20.42% 19.00% 11.11% 3.23% 0.36% 6.45% 0.72% 100% By Age yrs (117) 39.32% 22.22% 14.53% 11.11% 1.71% 2.56% 6.84% 1.71% 100% yrs (134) 41.79% 15.67% 17.16% 8.96% 6.72% 0.75% 8.20% 0.75% 100% yrs (143) 40.56% 24.48% 17.48% 9.08% 2.80% 0.70% 4.90% 0.00% 100% 60+ yrs (131) 41.98% 15.27% 24.43% 15.27% 1.53% 0.76% 0.76% 0.00% 100% By Income Those 60 and older are most likely to use some type of financial institution. Only 0.76% say they do not use a financial institution. $0 - $24,999 (89) 26.97% 15.73% 14.61% 23.60% 4.49% 2.25% 11.24% 1.11% 100% $25,000 - $49,999 (79) 36.71% 25.32% 24.05% 5.06% 3.80% 0.00% 5.06% 0.00% 100% $50,000 - $74,999 (61) 47.54% 21.31% 22.95% 6.56% 0.00% 1.64% 0.00% 0.00% 100% $75,000 - $99,999 (65) 38.46% 26.15% 18.46% 13.85% 1.54% 1.54% 0.00% 0.00% 100% $100,000 - $124,999 (48) 52.08% 22.92% 10.42% 12.50% 2.08% 0.00% 0.00% 0.00% 100% $125,000 - $149,999 (29) 48.28% 20.69% 10.34% 13.79% 3.45% 0.00% 3.45% 0.00% 100% $150,000+ (62) 59.68% 6.45% 20.97% 1.61% 6.45% 0.00% 4.84% 0.00% 100% Those with an income of $150,000 and greater are less likely to bank at a credit union than all other income groups. Security Breaches and Identity Theft Consumer Actions and Opinions Page 6

7 SECTION 1 Data Security Breaches A data breach occurs when information is taken from a system without authorization. Large companies or organizations are often the target of security breaches and the data stolen may be sensitive, proprietary or confidential in nature (such as personal information, credit card numbers, or customer data). As a result, consumers may have financial accounts opened without their knowledge or fraudulent charges made to existing accounts. Security Breaches and Identity Theft Consumer Actions and Opinions Page 7

8 Survey Results Total Respondents, Gender, Age and Income Question 2: Have you ever had your personal data included in a data security breach? (Target, Home Depot, Anthem, etc.) *Number of respondents are shown in parenthesis (44.87%) Yes (55.13%) No Total Respondents By Gender Yes No Male (237) 42.19% 57.81% 100% Female (261) 45.98% 54.02% 100% By Age yrs (109) 27.52% 72.48% 100% yrs (123) 50.41% 49.59% 100% The demographic groups of year olds and those with income under $25,000 are least likely to have had their information involved in a data breach yrs (136) 51.47% 48.53% 100% 60+ yrs (130) 44.62% 55.38% 100% By Income $0 - $24,999 (79) 26.58% 73.42% 100% $25,000 - $49,999 (75) 49.33% 50.67% 100% $50,000 - $74,999 (61) 45.90% 54.10% 100% $75,000 - $99,999 (65) 38.46% 61.54% 100% $100,000 - $124,999 (48) 60.42% 39.58% 100% $125,000 - $149,999 (28) 42.86% 57.14% 100% $150,000+ (59) 54.24% 45.76% 100% Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 8

9 Survey Results Total Respondents Question 3: For your main financial institution, how have they handled breach communication? *Respondents who answered "yes" on question 2 answered question 3. 45% 42% 39% 36% 33% 30% Response percentage 27% 24% 21% 18% 15% 12% 9% 6% 3% 0% Closed accounts & stopped internet robbery Notified of questionable purchases which I verified or refused Offered credit monitoring Replaced username and password 43.70% They replaced my debit/credit card automatically 21.01% The data breach my information was involved with was not related to my financial data 13.03% They offered a replacement debit/credit card upon my request 10.08% I haven't received any communication 9.24% They provided notification that my information was involved but took no other action 2.94% Other Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 9

10 Survey Results By Gender, Age and Income Question 3: For your main financial institution, how have they handled breach communication? *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 2 answered question 3. By Gender They replaced my debit/credit card automatically The data breach my information was involved with was not related to my financial data They offered a replacement debit/credit card upon my request I haven't received any communication They provided notification that my information was involved but took no other action Other Male (100) 42.00% 25.00% 13.00% 10.00% 8.00% 2.00% 100% Female (120) 47.50% 18.33% 12.50% 7.50% 10.84% 3.33% 100% By Age yrs (30) 53.34% 10.00% 13.33% 10.00% 13.33% 0.00% 100% yrs (62) 46.77% 19.35% 14.52% 8.06% 9.68% 1.62% 100% yrs (70) 48.57% 21.43% 11.43% 7.14% 8.57% 2.86% 100% 60+ yrs (58) 34.48% 29.31% 12.08% 10.34% 8.62% 5.17% 100% By Income $0 - $24,999 (21) 38.10% 9.52% 4.76% 23.81% 23.81% 0.00% 100% $25,000 - $49,999 (37) 48.65% 27.03% 13.50% 0.00% 5.41% 5.41% 100% $50,000 - $74,999 (28) 53.57% 14.29% 17.86% 10.71% 3.57% 0.00% 100% $75,000 - $99,999 (25) 44.00% 24.00% 12.00% 12.00% 8.00% 0.00% 100% $100,000 - $124,999 (29) 51.72% 13.79% 13.79% 6.91% 13.79% 0.00% 100% $125,000 - $149,999 (12) 41.67% 16.67% 25.00% 0.00% 8.33% 8.33% 100% $150,000+ (32) 40.62% 28.13% 3.13% 6.25% 18.74% 3.13% 100% Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 10

11 Survey Results Total Respondents Question 4: What would be the best way to communicate a security breach to you? *Respondents who answered "yes" on question 2 answered question 4. Small Community Bank customers (54.55%) are more likely to prefer communication than those that bank at a Credit Union (28.00%) or Large National Bank (31.19%). 36% 33% 30% 27% 24% Credit Union members (30.00%) and Large Community Bank customers (23.85%) are more likely to prefer text message notifications than those that bank at a Regional Bank (8.89%) or a Small Community Bank (9.09%). Response percentage 21% 18% 15% 12% 9% 6% 3% 0% 35.71% % Phone call 20.17% Text message 18.49% Mail Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 11

12 Survey Results By Gender, Age and Income Question 4: What would be the best way to communicate a security breach to you? *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 2 answered question 4. By Gender Phone call Text message Mail Male (100) 38.00% 31.00% 20.00% 11.00% 100% Female (120) 35.00% 20.83% 19.17% 25.00% 100% By Age While is the preferred communication method overall, females are significantly more likely than males to prefer mail communication yrs (30) 46.67% 29.99% 16.67% 6.67% 100% yrs (62) 37.10% 29.03% 19.35% 14.52% 100% yrs (70) 31.43% 21.43% 25.71% 21.43% 100% 60+ yrs (58) 36.21% 24.14% 13.79% 25.86% 100% Those 60 and older are significantly more likely to prefer communication by mail than those years old. By Income $0 - $24,999 (21) 38.10% 28.57% 23.81% 9.52% 100% $25,000 - $49,999 (37) 40.54% 18.92% 18.92% 21.62% 100% $50,000 - $74,999 (28) 46.43% 32.14% 14.29% 7.14% 100% $75,000 - $99,999 (25) 40.00% 32.00% 12.00% 16.00% 100% $100,000 - $124,999 (29) 31.03% 24.14% 24.14% 20.69% 100% $125,000 - $149,999 (12) 16.67% 33.33% 25.00% 25.00% 100% $150,000+ (32) 37.50% 15.62% 25.00% 21.88% 100% Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 12

13 Survey Results Total Respondents *Respondents who answered "yes" on question 2 answered question 5. Question 5: Have you ever cancelled a credit/debit card due to a security breach? 48% 45% 42% 39% 36% 33% Response percentage 30% 27% 24% 21% 18% 15% 12% 9% 6% 3% 0% Less than one quarter of consumers feel their credit data is safe % Yes, because a breach included my information 6.30% Yes, because of large breaches highlighted in the media 25.21% No, but I've considered it 22.27% No, I feel secure 0.42% I've never had a debit/credit card Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 13

14 Survey Results By Gender, Age and Income Question 5: Have you ever cancelled a credit/debit card due to a security breach? *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 2 answered question 5. By Gender Yes, because a breach included my information Yes, because of large breaches highlighted in the media No, but I've considered it No, I feel secure I've never had a debit/credit card Male (100) 54.00% 4.00% 23.00% 19.00% 0.00% 100% Female (120) 38.33% 6.67% 26.67% 27.50% 0.83% 100% By Age Males are more likely than females to have cancelled their debit/ credit card when a security breach included their information yrs (30) 36.67% 6.67% 30.00% 23.33% 3.33% 100% yrs (62) 43.55% 6.45% 19.35% 30.65% 0.00% 100% yrs (70) 51.43% 4.29% 27.14% 17.14% 0.00% 100% 60+ yrs (58) 44.83% 5.17% 25.86% 24.14% 0.00% 100% By Income $0 - $24,999 (21) 38.10% 4.76% 28.57% 23.81% 4.76% 100% $25,000 - $49,999 (37) 43.24% 5.40% 16.22% 35.14% 0.00% 100% $50,000 - $74,999 (28) 46.43% 10.71% 21.43% 21.43% 0.00% 100% $75,000 - $99,999 (25) 48.00% 0.00% 28.00% 24.00% 0.00% 100% $100,000 - $124,999 (29) 44.82% 0.00% 27.59% 27.59% 0.00% 100% $125,000 - $149,999 (12) 83.34% 0.00% 8.33% 8.33% 0.00% 100% $150,000+ (32) 37.50% 6.25% 37.50% 18.75% 0.00% 100% Those with an income of $125,000-$149,999 are more likely than any other income group to have cancelled their debit/credit card because a security breach included their information. Section 1: Data Security Breaches Security Breaches and Identity Theft Consumer Actions and Opinions Page 14

15 SECTION 2 Debit/Credit Card Fraud Debit/Credit card fraud is theft committed using or involving a payment card, such as a credit card or debit card, as a fraudulent source of funds in a transaction. (i.e. making purchases or transactions without the card owner s knowledge) Security Breaches and Identity Theft Consumer Actions and Opinions Page 15

16 Survey Results Total Respondents Question 6: Does your financial institution offer a fraud protection service? (Service available through your financial institution that monitors your accounts for suspicious activity.) 54% 51% 48% 45% 42% 39% 36% 33% 82.30% Nearly 90% of consumers either currently subscribe, or would subscribe to a fraud protection service if offered by their financial institution. Response percentage 30% 27% 24% 21% 18% 15% 88.51% 12% 11.49% 9% 6% 6.21% 3% 0% 54.05% Yes, it is a free service. 3.77% No, it is not offered but if it were, I would subscribe if it were free % I don't know, but if it were, I would subscribe if it were free. 3.20% Yes, it is a service I subscribe to and pay a fee for. 1.88% No, it is not offered but if it were, I would subscribe and pay a fee for it. 1.13% I don't know, but if it were, I would subscribe and pay a fee for it. 6.97% Yes, they offer a service but I don't subscribe to it. 1.13% No, it is not offered and I would not subscribe to it. 3.39% I don't know, but if it were, I would not subscribe to it. Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 16

17 Survey Results By Gender, Age and Income Question 6: Does your financial institution offer a fraud protection service? (Service available through your financial institution that monitors your accounts for suspicious activity.) *Number of respondents are shown in parenthesis By Gender Yes, it is a free service. No, it is not offered but if it were, I would subscribe if it were free. I don't know, but if it were, I would subscribe if it were free. Yes, it is a service I subscribe to and pay a fee for. No, it is not offered but if it were, I would subscribe and pay a fee for it. I don't know, but if it were, I would subscribe and pay a fee for it. Yes, they offer a service but I don't subscribe to it. No, it is not offered and I would not subscribe to it. I don't know, but if it were, I would not subscribe to it. Male (237) 55.70% 3.80% 19.41% 2.95% 2.95% 1.27% 8.86% 0.84% 4.22% 100% Female (260) 53.46% 3.46% 29.62% 2.31% 0.77% 1.15% 5.38% 1.54% 2.31% 100% By Age Of those that aren t aware if their financial institution offers Fraud Protection, females are more likely than males to subscribe if it were free yrs (108) 61.11% 1.85% 23.15% 2.78% 2.78% 0.92% 4.63% 0.00% 2.78% 100% yrs (123) 52.85% 4.07% 17.89% 3.25% 2.44% 1.63% 8.12% 4.07% 5.68% 100% yrs (136) 46.32% 4.41% 36.03% 1.47% 1.47% 2.21% 6.62% 0.00% 1.47% 100% >60 yrs (130) 59.23% 3.85% 20.77% 3.08% 0.77% 0.00% 8.45% 0.77% 3.08% 100% By Income year olds that aren t aware if their financial institution offers Fraud Protection are more likely than any other age group to subscribe if the service is offered for free. $0 - $24,999 (78) 51.28% 1.29% 26.93% 2.56% 2.56% 2.56% 6.41% 2.56% 3.85% 100% $25,000 - $49,999 (75) 54.67% 2.68% 21.33% 4.00% 1.33% 1.33% 9.33% 0.00% 5.33% 100% $50,000 - $74,999 (61) 55.74% 1.64% 27.86% 3.28% 3.28% 0.00% 6.56% 0.00% 1.64% 100% $75,000 - $99,999 (65) 66.15% 1.54% 18.46% 1.54% 3.08% 0.00% 7.69% 1.54% 0.00% 100% $100,000 - $124,999 (48) 56.25% 8.33% 25.00% 2.08% 0.00% 0.00% 6.25% 0.00% 2.08% 100% $125,000 - $149,999 (28) 64.29% 0.00% 28.57% 3.57% 0.00% 0.00% 0.00% 0.00% 3.57% 100% $150,000+ (59) 52.54% 5.08% 22.03% 3.40% 0.00% 1.70% 8.47% 1.70% 5.08% 100% Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 17

18 Survey Results Total Respondents, Gender, Age and Income *Number of respondents are shown in parenthesis Question 7: Have you ever had fraudulent charges on your debit or credit card? (52.73%) Yes (47.27%) No Total Respondents By Gender Yes No Male (237) 53.59% 46.41% 100% Female (260) 51.54% 48.46% 100% By Age yrs (108) 31.48% 68.52% 100% yrs (123) 52.03% 47.97% 100% Among all age and income groups, those and those earning $0-$24,999 are least likely to have experienced fraudulent charges yrs (136) 62.50% 37.50% 100% 60+ yrs (130) 60.00% 40.00% 100% By Income $0 - $24,999 (78) 29.49% 70.51% 100% $25,000 - $49,999 (75) 50.67% 49.33% 100% Small Community Bank customers (42.86%) are less likely to have fraudulent charges on their debit and credit card than those that bank at a Large National Bank (57.59%). $50,000 - $74,999 (61) 49.18% 50.82% 100% $75,000 - $99,999 (65) 55.38% 44.62% 100% $100,000 - $124,999 (48) 64.58% 35.42% 100% $125,000 - $149,999 (28) 75.00% 25.00% 100% $150,000+ (59) 76.27% 23.73% 100% Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 18

19 Survey Results Total Respondents Question 8: Approximately how many times has your debit/credit card been compromised? *Respondents who answered "yes" on question 7 answered question 8. (7.27%) Four times (1.82%) Six times (2.18%) Five times (1.82%) Seven times (1.45%) Ten or more times (34.91%) One time (19.64%) Three times Total Respondents (30.91%) Two times Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 19

20 Survey Results By Gender, Age and Income Question 8: Approximately how many times has your debit/credit card been compromised? *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 7 answered question 8. By Gender One time (1) Two times (2) Three times (3) Four times (4) Five times (5) Six times (6) Seven times (7) Eight times (8) Nine times (9) Ten or more times (10+) Male (127) 37.01% 31.50% 18.11% 6.30% 0.79% 2.36% 2.36% 0.00% 0.00% 1.57% 100% Female (134) 32.09% 29.85% 22.39% 8.21% 2.99% 1.49% 1.49% 0.00% 0.00% 1.49% 100% By Age yrs (34) 35.29% 35.29% 17.65% 5.88% 2.95% 0.00% 2.94% 0.00% 0.00% 0.00% 100% yrs (64) 29.69% 28.13% 23.44% 9.37% 4.68% 1.56% 0.00% 0.00% 0.00% 3.13% 100% yrs (85) 30.59% 34.12% 21.18% 4.71% 1.18% 3.52% 3.52% 0.00% 0.00% 1.18% 100% >60 yrs (78) 42.31% 26.92% 17.95% 8.98% 0.00% 1.28% 1.28% 0.00% 0.00% 1.28% 100% By Income $0 - $24,999 (23) 43.48% 17.39% 17.39% 8.69% 4.35% 4.35% 4.35% 0.00% 0.00% 0.00% 100% $25,000 - $49,999 (38) 50.00% 23.68% 18.43% 0.00% 0.00% 0.00% 2.63% 0.00% 0.00% 5.26% 100% $50,000 - $74,999 (30) 33.33% 20.00% 30.00% 16.67% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 100% $75,000 - $99,999 (36) 44.44% 30.56% 11.11% 5.56% 0.00% 5.56% 2.77% 0.00% 0.00% 0.00% 100% $100,000 - $124,999 (31) 32.26% 38.71% 19.35% 6.45% 0.00% 0.00% 3.23% 0.00% 0.00% 0.00% 100% $125,000 - $149,999 (21) 23.81% 38.10% 28.57% 4.76% 0.00% 4.76% 0.00% 0.00% 0.00% 0.00% 100% $150,000+ (45) 13.34% 37.78% 24.44% 13.34% 4.44% 2.22% 2.22% 0.00% 0.00% 2.22% 100% Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 20

21 Survey Results Total Respondents Question 9: What was the maximum amount of fraudulent charges made in a single statement cycle? *Respondents who answered "yes" on question 7 answered question 9. 36% 34% 32% 30% 28% 26% 24% 22% Response percentage 20% 18% 16% 14% 12% 10% 8% 6% 4% 2% 0% 22.18% Less than $ % $50 - less than $ % $250 - less than $ % $500 - less than $1, % $1,000 - less than $5, % $5,000 or more Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 21

22 Survey Results By Gender, Age and Income Question 9: What was the maximum amount of fraudulent charges made in a single statement cycle? *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 7 answered question 9. By Gender Less than $50 $50 - less than $250 $250 - less than $500 $500 - less than $1,000 $1,000 - less than $5,000 $5,000 or more Male (127) 22.83% 34.65% 17.32% 11.02% 7.88% 6.30% 100% Female (134) 20.15% 36.57% 20.15% 11.94% 7.46% 3.73% 100% By Age yrs (34) 20.59% 47.06% 17.65% 5.88% 8.82% 0.00% 100% yrs (64) 18.75% 39.06% 15.63% 14.06% 7.81% 4.69% 100% yrs (85) 17.65% 34.12% 22.35% 10.59% 7.05% 8.24% 100% 60+ yrs (78) 28.21% 29.49% 17.95% 12.82% 7.68% 3.85% 100% By Income $50 to less than $250 was the most common fraudulent charge range among most income groups, but was seen significantly more often for those in the lowest income bracket. $0 - $24,999 (23) 17.38% 60.87% 8.70% 4.35% 8.70% 0.00% 100% $25,000 - $49,999 (38) 28.95% 34.21% 18.42% 10.53% 0.00% 7.89% 100% $50,000 - $74,999 (30) 23.32% 36.67% 26.67% 6.67% 0.00% 6.67% 100% $75,000 - $99,999 (36) 16.67% 27.78% 33.33% 11.11% 8.33% 2.78% 100% $100,000 - $124,999 (31) 22.58% 38.71% 16.13% 6.45% 16.13% 0.00% 100% $125,000 - $149,999 (21) 14.29% 33.32% 19.05% 14.29% 19.05% 0.00% 100% $150,000+ (45) 20.00% 35.56% 15.56% 20.00% 4.44% 4.44% 100% Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 22

23 Survey Results Total Respondents Question 10: What was the response time from your financial institution to make you aware of fraudulent charges on your account? *Respondents who answered "yes" on question 7 answered question 10. Response Time Internet Bank customers are least likely to be notified within 24 hours of fraudulent activity. Large National Bank Regional Bank Small Community Bank Internet Bank (no physical branch) Credit Union Savings & Loan They contact me within 24 hours % 58.93% 46.15% 20.00% 58.82% % 60% 55% 50% 45% 40% Response percentage 35% 30% 25% 20% 15% 10% 5% 0% 59.64% 8.36% They contacted me within 24 hours They contacted me within a few days 0.73% 2.18% They contacted me within a week They contacted me within a month 13.45% 4.37% I notified them within 24 hours I notified them within a few days 3.27% I notified them within a week 3.27% 4.00% 0.73% I notified them within a month I notified them after receiving a statement I notified them but I don't remember how long Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 23

24 Survey Results By Gender, Age and Income Question 10: What was the response time from your financial institution to make you aware of fraudulent charges on your account? *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 7 answered question 10. By Gender They contacted me within 24 hours They contacted me within a few days They contacted me within a week They contacted me within a month I notified them within 24 hours I notified them within a few days I notified them within a week I notified them within a month I notified them after receiving statement I notified them but I don't remember how long Male (127) 61.42% 11.02% 1.57% 3.15% 11.02% 3.94% 3.15% 3.15% 0.79% 0.79% 100% Female (134) 57.46% 5.97% 0.00% 0.75% 16.42% 5.22% 2.98% 3.73% 6.72% 0.75% 100% By Age Over one-third of female respondents notified their financial institution of a fraudulent charge, while less than one-quarter of males made a notification yrs (34) 61.76% 11.76% 2.94% 2.94% 5.88% 0.00% 14.72% 0.00% 0.00% 0.00% 100% yrs (64) 50.00% 7.81% 1.56% 3.13% 23.44% 6.25% 1.56% 4.69% 1.56% 0.00% 100% yrs (85) 64.71% 8.24% 0.00% 1.18% 15.29% 3.52% 1.18% 1.18% 4.70% 0.00% 100% >60 yrs (78) 60.26% 7.69% 0.00% 1.28% 7.69% 6.41% 1.28% 6.41% 6.41% 2.57% 100% By Income $0 - $24,999 (23) 47.82% 8.70% 4.35% 0.00% 13.04% 4.35% 13.04% 0.00% 4.35% 4.35% 100% $25,000 - $49,999 (38) 34.21% 26.32% 0.00% 2.63% 21.06% 5.26% 2.63% 5.26% 2.63% 0.00% 100% $50,000 - $74,999 (30) 63.34% 0.00% 3.33% 6.67% 13.33% 0.00% 3.33% 6.67% 3.33% 0.00% 100% $75,000 - $99,999 (36) 66.67% 13.88% 0.00% 0.00% 16.67% 0.00% 0.00% 0.00% 2.78% 0.00% 100% $100,000 - $124,999 (31) 77.42% 3.23% 0.00% 3.23% 9.67% 6.45% 0.00% 0.00% 0.00% 0.00% 100% $125,000 - $149,999 (21) 57.14% 0.00% 0.00% 0.00% 38.10% 0.00% 0.00% 0.00% 4.76% 0.00% 100% $150,000+ (45) 68.90% 2.22% 0.00% 2.22% 4.44% 8.90% 4.44% 2.22% 4.44% 2.22% 100% Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 24

25 Survey Results Total Respondents Question 11: Please rate how satisfied you were with the timeliness of your financial institution's response to alerting you to fraudulent charges on your account. *Respondents who answered "yes" on question 7 answered question 11. Nearly 60% of respondents were contacted by their financial institutions within 24 hours of a fraudulent charge, however only 40% overall were very satisfied with the response they received (57.93% of those notified w/in 24 hours were very satisfied). (8.00%) Unsatisfied (8.36%) Very unsatisfied (12.73%) Somewhat satisfied Total Respondents (39.27%) Very satisfied Satisfaction by type/time of response (31.64%) Satisfied Average Satisfaction Score Very Satisfied Section 2: Debit/Credit Card Fraud Very Unsatisfiied 1 0 (164) They contacted me within 24 hours (2) They contacted me within a week (23) They contacted me within a few days (6) They contacted me within a month (37) I notified them within 24 hours (9) I notified them within a week (12) I notified them within a few days (9) I notified them within a month (11) I notified them after receiving statement (2) I notified them but I don't remember how long Security Breaches and Identity Theft Consumer Actions and Opinions Page 25

26 Survey Results By Gender, Age and Income Question 11: Please rate how satisfied you were with the timeliness of your financial institution's response to alerting you to fraudulent charges on your account. *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 7 answered question 11. By Gender Very satisfied Satisfied Somewhat satisfied Unsatisfied Very unsatisfied Male (127) 34.65% 32.28% 14.96% 11.02% 7.09% 100% Female (134) 43.28% 32.09% 11.94% 4.48% 8.21% 100% By Age Despite females having to contact their financial institution more often than males regarding fraudulent charges, males are more likely than females to be unsatisfied with the financial institution s response yrs (34) 26.47% 44.12% 14.71% 8.82% 5.88% 100% yrs (64) 32.81% 28.12% 18.75% 9.38% 10.94% 100% yrs (85) 42.35% 35.29% 7.06% 9.42% 5.88% 100% 60+ yrs (78) 46.15% 26.92% 15.38% 3.86% 7.69% 100% By Income $0 - $24,999 (23) 17.39% 47.83% 4.35% 17.39% 13.04% 100% $25,000 - $49,999 (38) 21.05% 39.47% 26.32% 10.53% 2.63% 100% $50,000 - $74,999 (30) 33.33% 30.00% 23.33% 10.00% 3.34% 100% $75,000 - $99,999 (36) 36.11% 30.56% 13.89% 8.33% 11.11% 100% $100,000 - $124,999 (31) 51.61% 29.03% 9.68% 3.23% 6.45% 100% $125,000 - $149,999 (21) 57.14% 19.05% 9.52% 0.00% 14.29% 100% $150,000+ (45) 51.11% 35.57% 4.44% 4.44% 4.44% 100% Section 2: Debit/Credit Card Fraud Security Breaches and Identity Theft Consumer Actions and Opinions Page 26

27 SECTION 3 EMV Chip Card EMV, which stands for Europay, MasterCard and Visa, is a global standard for cards equipped with computer chips and the technology used to authenticate chipcard transactions. Security Breaches and Identity Theft Consumer Actions and Opinions Page 27

28 Survey Results Total Respondents, Gender, Age and Income *Number of respondents are shown in parenthesis Question 12: Please rate your awareness of the EMV Chip Card. (56.04%) Very aware, I have one (25.34%) Somewhat aware, I've heard of it but don't currently have one Total Respondents (18.62%) Not aware, I don't know what it is By Gender Very aware, I have one Somewhat aware, I've heard of it but don't currently have one Not aware, I don't know what it is Male (237) 52.74% 27.85% 19.41% 100% Female (260) 59.23% 24.23% 16.54% 100% By Age yrs (108) 40.74% 29.63% 29.63% 100% yrs (123) 56.10% 21.95% 21.95% 100% Those 60 and older are significantly more likely to be very aware and have an EMV chip card than any other age group. Those with income $0-$24,999 (71.79%) are least likely among all income groups to have an EMV chip card. In general, as income increases, EMV chip card ownership increases yrs (136) 50.74% 34.56% 14.70% 100% 60+ yrs (130) 74.62% 17.69% 7.69% 100% By Income $0 - $24,999 (78) 28.20% 34.62% 37.18% 100% $25,000 - $49,999 (75) 44.00% 30.67% 25.33% 100% $50,000 - $74,999 (61) 50.82% 37.70% 11.48% 100% $75,000 - $99,999 (65) 63.08% 24.62% 12.30% 100% $100,000 - $124,999 (48) 75.00% 18.75% 6.25% 100% $125,000 - $149,999 (28) 82.14% 7.14% 10.72% 100% $150,000+ (59) 69.49% 20.34% 10.17% 100% Section 3: EMV Chip Card Security Breaches and Identity Theft Consumer Actions and Opinions Page 28

29 Survey Results Total Respondents, Gender, Age and Income Question 13: Do you feel more secure using your EMV Chip Card over other cards without a chip? *Number of respondents are shown in parenthesis *Respondents who answered "Very aware, I have one" on question 12 answered question 13. (59.66%) Yes (40.34%) No Total Respondents By Gender Yes No Male (125) 63.20% 36.80% 100% Female (154) 58.44% 41.56% 100% By Age yrs (44) 63.64% 36.36% 100% EMV Chip Cardholders generally feel more secure using their chip cards over other cards, but not overwhelmingly. (Could this be in part because so many merchants still do not have functioning chip readers?) yrs (69) 52.17% 47.83% 100% yrs (69) 59.42% 40.58% 100% 60+ yrs (97) 65.98% 34.02% 100% By Income $0 - $24,999 (22) 54.55% 45.45% 100% $25,000 - $49,999 (33) 72.73% 27.27% 100% $50,000 - $74,999 (31) 74.19% 25.81% 100% $75,000 - $99,999 (41) 53.66% 46.34% 100% $100,000 - $124,999 (36) 63.89% 36.11% 100% $125,000 - $149,999 (23) 47.83% 52.17% 100% $150,000+ (41) 60.98% 39.02% 100% Section 3: EMV Chip Card Security Breaches and Identity Theft Consumer Actions and Opinions Page 29

30 Survey Results Total Respondents, Gender, Age and Income Question 14: Are you more likely to make purchases with your EMV Chip Card versus using your other cards? *Number of respondents are shown in parenthesis *Respondents who answered "Very aware, I have one" on question 12 answered question 14. (47.93%) Yes (52.07%) No Among those that say they do feel more secure, there are still 29.48% that do not feel compelled to use their EMV card before another card. Total Respondents By Gender Yes No Male (125) 54.40% 45.60% 100% Males are significantly more likely than females to make purchases with their EMV Chip Card versus using their other cards. Nearly 60% of female respondents say that they feel more secure with the chip card, but only 42% actually choose to use their chip card as their primary card. Female (154) 42.21% 57.79% 100% By Age yrs (44) 56.82% 43.18% 100% yrs (69) 40.58% 59.42% 100% yrs (69) 44.93% 55.07% 100% 60+ yrs (97) 50.52% 49.48% 100% Those with an income of $25,000-$49,999 are significantly more likely to use their EMV card for purchases than other income groups. By Income $0 - $24,999 (22) 31.82% 68.18% 100% $25,000 - $49,999 (33) 72.73% 27.27% 100% $50,000 - $74,999 (31) 48.39% 51.61% 100% $75,000 - $99,999 (41) 43.90% 56.10% 100% $100,000 - $124,999 (36) 44.44% 55.56% 100% $125,000 - $149,999 (23) 39.13% 60.87% 100% $150,000+ (41) 41.46% 58.54% 100% Section 3: EMV Chip Card Security Breaches and Identity Theft Consumer Actions and Opinions Page 30

31 SECTION 4 Identity Theft Identity Theft is the illegal use of someone else's personal information (such as a Social Security number) especially in order to obtain money or credit. (i.e. open bank account/credit cards, etc.) Security Breaches and Identity Theft Consumer Actions and Opinions Page 31

32 Survey Results Total Respondents, Gender, Age and Income *Number of respondents are shown in parenthesis Question 15: Have you ever fallen victim to identity theft? (15.64%) Yes (84.36%) No Total Respondents By Gender Yes No Male (237) 18.14% 81.86% 100% Female (261) 12.64% 87.36% 100% By Age yrs (109) 8.26% 91.74% 100% yrs (123) 17.89% 82.11% 100% yrs (136) 19.85% 80.15% 100% 60+ yrs (130) 13.85% 86.15% 100% Internet Bank customers (33.33%) are more likely to have experienced Identity Theft than those that bank at a Credit Union (14.15%) or Regional Bank (8.82%). By Income $0 - $24,999 (79) 16.46% 83.54% 100% $25,000 - $49,999 (75) 12.00% 88.00% 100% $50,000 - $74,999 (61) 9.84% 90.16% 100% $75,000 - $99,999 (65) 18.46% 81.54% 100% $100,000 - $124,999 (48) 16.67% 83.33% 100% $125,000 - $149,999 (28) 25.00% 75.00% 100% $150,000+ (59) 13.56% 86.44% 100% Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 32

33 Survey Results Total Respondents, Gender, Age and Income *Number of respondents are shown in parenthesis Question 16: Do you monitor your bank account/credit card activity? (94.40%) Yes (5.60%) No Monitor Account Activity Large National Bank Among all institutions types, those that bank at a Savings & Loan are the least likely to monitor their account activity. Regional Bank Small Community Bank Internet Bank (no physical branch) Credit Union Savings & Loan No 6.36% 1.96% 8.20% 5.56% 3.77% 25.00% Yes 93.64% 98.04% 91.80% 94.44% 96.23% 75.00% Total Respondents By Gender Yes No Male (237) 92.41% 7.59% 100% Females are more likely than males to monitor their bank account/credit card activity, however males tend to check them more often. Over ¼ of males monitor their credit card at least once per day. (see page 35) Female (261) 96.55% 3.45% 100% By Age yrs (109) 90.83% 9.17% 100% yrs (123) 93.50% 6.50% 100% yrs (136) 98.53% 1.47% 100% 60+ yrs (130) 94.62% 5.38% 100% By Income $0 - $24,999 (79) 92.41% 7.59% 100% $25,000 - $49,999 (75) 94.67% 5.33% 100% $50,000 - $74,999 (61) % 0.00% 100% $75,000 - $99,999 (65) 93.85% 6.15% 100% $100,000 - $124,999 (48) 89.58% 10.42% 100% $125,000 - $149,999 (28) 92.86% 7.14% 100% $150,000+ (59) 96.61% 3.39% 100% Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 33

34 Survey Results Total Respondents Question 17: On average, how often do you monitor your bank account/credit card activity? *Respondents who answered "yes" on question 16 answered question % 28% 28.72% 26% Bank Account Credit Card 24% 22% 20% 19.92% 19.50% 21.38% Response percentage 18% 16% 14% 16.35% 16.98% 16.56% 13.63% 12% 10.69% 10.69% 11.53% 10% 8% 6% 6.92% 5.66% 4% 2% 1.47% 0% Bank Account Credit Card Bank Account Credit Card Bank Account Credit Card Bank Account Credit Card Bank Account Credit Card Bank Account Credit Card Bank Account Credit Card Multiple times per day Once per day Multiple times per week Once per week 2-3 times per month Once per month Less than once per month Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 34

35 Survey Results Gender, Age and Income *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 16 answered question 17. Question 17: On average, how often do you monitor your bank account/credit card activity? By Gender By Age By Income (219) (252) (99) (115) (134) (123) (73) (71) (61) (61) (43) (26) (57) Male Female yrs yrs yrs 60+ yrs $0 - $24,999 $25,000 - $49,999 $50,000 - $74,999 $75,000 - $99,999 $100,000 - $124,999 $125,000 - $149,999 $150,000 + Bank Account Multiple times per day 10.05% 11.11% 11.11% 18.26% 8.21% 5.69% 16.44% 14.08% 11.48% 8.20% 4.64% 15.38% 1.75% Once per day 22.37% 17.86% 20.20% 26.09% 17.16% 17.08% 16.44% 25.35% 22.95% 24.59% 23.26% 19.23% 12.28% Multiple times per week 27.40% 30.16% 39.39% 26.96% 33.58% 17.08% 32.88% 33.80% 27.87% 22.95% 44.19% 30.77% 26.32% Once per week 18.26% 15.08% 17.17% 14.78% 14.93% 19.51% 17.81% 7.04% 16.39% 18.03% 18.60% 7.69% 28.07% 2-3 times per month 9.13% 12.30% 7.07% 9.56% 11.19% 14.63% 10.96% 5.63% 13.11% 11.48% 2.33% 15.38% 15.79% Once per month 11.87% 11.51% 5.06% 2.61% 14.18% 22.76% 5.47% 12.68% 6.56% 13.11% 6.98% 11.55% 14.04% Less than once per month 0.90% 1.98% 0.00% 1.74% 0.75% 3.25% 0.00% 1.42% 1.64% 1.64% 0.00% 0.00% 1.75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% Credit Card Multiple times per day 7.31% 6.75% 8.08% 14.78% 2.24% 4.07% 9.58% 8.45% 8.20% 4.92% 2.33% 7.70% 3.51% Once per day 19.63% 13.49% 19.19% 26.96% 9.70% 11.38% 16.44% 19.72% 18.03% 26.23% 16.28% 15.38% 7.02% Multiple times per week 18.26% 21.04% 30.30% 17.39% 20.15% 13.00% 24.66% 19.72% 19.67% 16.39% 32.56% 15.38% 15.79% Once per week 17.35% 14.68% 16.16% 13.91% 17.91% 15.45% 13.70% 14.08% 21.31% 14.75% 13.95% 19.23% 17.54% 2-3 times per month 12.79% 14.68% 11.12% 13.04% 13.43% 17.07% 13.70% 12.68% 11.48% 9.84% 16.28% 11.54% 22.81% Once per month 19.18% 23.41% 8.08% 8.70% 29.85% 34.96% 5.48% 18.31% 14.75% 26.23% 18.60% 26.92% 29.82% Less than once per month 5.48% 5.95% 7.07% 5.22% 6.72% 4.07% 16.44% 7.04% 6.56% 1.64% 0.00% 3.85% 3.51% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% Those years old are more likely to monitor their credit card activity multiple times per week than any other age group. Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 35

36 Survey Results Total Respondents Question 18: What method(s) do you use to monitor your accounts? (Check all that apply) *Respondents who answered "yes" on question 16 answered question % 75% 70% 65% 60% 55% 50% Method to monitor accounts Online Banking Those that bank at a Savings & Loan are the least likely of all customer types to use online banking to monitor their accounts. Large National Bank 83.25% Regional Bank 75.26% Small Community Bank 70.37% Internet Bank (no physical branch) 87.50% Credit Union 82.00% Savings & Loan 20.00% Response percentage 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Ask family member (who works there) ATM statements to report unusual transactions Review monthly paperless statements Subscribe to Life Lock Use Excel/Financial Software Vendor has notified me of suspicious activity 79.45% Online Banking 43.82% Mobile Banking 36.48% Receive text alerts for suspicious behavior 33.54% Review monthly paper statements 14.26% Call the financial institution 2.94% Other Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 36

37 Survey Results By Gender, Age and Income Question 18: What method(s) do you use to monitor your accounts? (Check all that apply) *Number of respondents are shown in parenthesis *Respondents who answered "yes" on question 16 answered question 18. By Gender Online Banking Mobile Banking Receive text alerts for suspicious behavior Review monthly paper statements Other Call the financial institution Male (219) 78.54% 43.38% 35.16% 27.85% 13.24% 4.11% Female (252) 80.56% 44.05% 37.70% 37.30% 14.68% 1.98% By Age Among all age groups, those are most likely to use mobile banking to monitor their accounts; mobile banking for this purpose declines with age yrs (99) 77.78% 71.72% 40.40% 24.24% 11.11% 1.01% yrs (115) 81.74% 59.13% 40.00% 23.48% 14.78% 2.61% yrs (134) 81.34% 34.33% 38.06% 35.07% 14.18% 2.24% 60+ yrs (123) 77.24% 17.07% 28.46% 46.34% 15.45% 5.69% By Income $0 - $24,999 (73) 67.12% 49.32% 23.29% 24.66% 21.92% 1.37% $25,000 - $49,999 (71) 78.87% 54.93% 38.03% 29.58% 15.49% 2.82% $50,000 - $74,999 (61) 81.97% 44.26% 40.98% 26.23% 14.75% 1.64% $75,000 - $99,999 (61) 78.69% 42.62% 37.70% 32.79% 13.11% 3.28% $100,000 - $124,999 (43) 83.72% 46.51% 20.93% 23.26% 6.98% 2.33% $125,000 - $149,999 (26) 92.31% 34.62% 53.85% 38.46% 3.85% 0.00% $150,000+ (57) 80.70% 40.35% 50.88% 40.35% 14.04% 5.26% Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 37

38 Survey Results Total Respondents Question 19: How do you safeguard your confidential information? (Check all that apply) 51% 48% 45% 42% 39% Safeguard info Shred/burn unwanted credit applications Large National Bank 45.62% Regional Bank customers are more likely to shed/burn unwanted credit applications than customers at all other institution types. Regional Bank 60.61% Small Community Bank 44.83% Internet Bank (no physical branch) 29.41% Credit Union 46.15% Savings & Loan 14.29% Response percentage 36% 33% 30% 27% 24% 21% 18% 15% 12% 9% 6% 3% 0% Credit is frozen Don't do online banking Keep cards in protective sleeves Lifelock Moved to a financial institution with two-factor authorization Shred all documents with identifying information Use as few cards as possible Use checks Use PayPal or prepaid cards for online purchases Various passwords on different accounts 50.30% I have a pin and/or password on my phone 49.11% Use firewall, virus, and spyware protection 47.52% Shred/burn unwanted credit applications 38.42% Check credit report regularly 36.04% Change passwords regularly 35.45% Use EMV Cards 31.68% 20.40% I don't use public wifi Only pay cash as much as possible 4.75% None of the above 2.18% Other Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 38

39 Survey Results By Gender, Age and Income *Number of respondents are shown in parenthesis Question 19: How do you safeguard your confidential information? (Check all that apply) By Gender I have a pin and/or password on my phone Use firewall, virus, and spyware protection Shred/burn unwanted credit applications Check credit report regularly Change passwords regularly Use EMV Cards I don't use public wifi Only pay cash as much as possible None of the above Other Male (237) 50.63% 48.10% 40.93% 35.86% 38.40% 36.71% 30.38% 23.21% 3.38% 1.69% Female (261) 50.19% 50.19% 53.64% 39.85% 34.48% 34.48% 32.95% 18.39% 5.75% 2.68% By Age When safeguarding their confidential information females are significantly more likely than males to shred/burn unwanted credit applications yrs (109) 66.97% 33.94% 34.86% 33.03% 23.85% 22.94% 18.35% 26.61% 6.42% 0.00% yrs (123) 56.10% 43.09% 47.15% 46.34% 43.09% 30.08% 31.71% 17.07% 4.07% 0.81% yrs (136) 50.00% 59.56% 50.00% 34.56% 38.24% 36.03% 33.09% 22.79% 2.94% 2.21% 60+ yrs (130) 31.54% 56.92% 56.15% 37.69% 38.46% 50.77% 41.54% 16.92% 5.38% 5.38% By Income Those 60 and older are significantly more likely than any other age group to use the new chip cards. $0 - $24,999 (79) 53.16% 35.44% 35.44% 22.78% 27.85% 13.92% 26.58% 27.85% 6.33% 1.27% $25,000 - $49,999 (75) 54.67% 41.33% 40.00% 36.00% 34.67% 28.00% 34.67% 25.33% 4.00% 2.67% $50,000 - $74,999 (61) 45.90% 39.34% 36.07% 50.82% 39.34% 36.07% 34.43% 22.95% 0.00% 3.28% $75,000 - $99,999 (65) 46.15% 58.46% 55.38% 38.46% 47.69% 38.46% 47.69% 16.92% 4.62% 3.08% $100,000 - $124,999 (48) 47.92% 37.50% 52.08% 39.58% 37.50% 50.00% 22.92% 16.67% 4.17% 0.00% $125,000 - $149,999 (28) 53.57% 46.43% 57.14% 35.71% 35.71% 42.86% 14.29% 21.43% 7.14% 3.57% $150,000+ (56) 64.29% 66.07% 57.14% 46.43% 37.50% 55.36% 26.79% 12.50% 5.36% 5.36% Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 39

40 Survey Results Total Respondents Question 20: What do you use to monitor your credit report? (Check all that apply) 30% 28% 26% Savings & Loan customers (42.86%) are more likely to use freecreditreport.com than those that bank at Large National Banks (13.36%) or Regional Banks (14.14%). 24% Response percentage 22% 20% 18% 16% 14% 12% AAA AllClearID Credit Sesame CSID FICO Identity Guard Identity Protector Legal Shield LifeLock PrivacyGuard Through bank/credit union Through credit card provider with credit score on statements Through my work USAA Identity Protection When purchasing property 10% 8% 6% 4% 2% 0% 29.90% Experian 29.90% I don't monitor my credit report 26.34% Equifax 21.98% Transunion 21.98% creditkarma.com 17.03% freecreditreport.com 8.71% Other Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 40

41 Survey Results By Gender, Age and Income *Number of respondents are shown in parenthesis Question 20: What do you use to monitor your credit report? (Check all that apply) By Gender Experian Equifax I don't monitor my credit report Transunion creditkarma.com freecreditreport.com Other Male (237) 29.96% 29.11% 23.21% 20.25% 23.63% 16.46% 7.17% Female (261) 28.74% 31.03% 28.35% 23.75% 19.92% 17.62% 10.34% By Age yrs (109) 14.68% 40.37% 11.93% 12.84% 29.36% 12.84% 5.50% yrs (123) 32.52% 20.33% 33.33% 26.83% 22.76% 26.83% 7.32% yrs (136) 35.29% 27.94% 30.88% 27.21% 16.18% 16.91% 7.35% 60+ yrs (130) 32.31% 33.08% 25.38% 20.00% 20.00% 11.54% 14.62% Those and those 60 and older are less likely to monitor their credit report than those years old. By Income $0 - $24,999 (79) 25.32% 40.51% 22.78% 18.99% 27.85% 16.46% 3.80% $25,000 - $49,999 (75) 21.33% 32.00% 18.67% 20.00% 21.33% 18.67% 10.67% $50,000 - $74,999 (61) 34.43% 14.75% 27.87% 21.31% 39.34% 16.39% 1.64% $75,000 - $99,999 (65) 38.46% 30.77% 29.23% 23.08% 20.00% 16.92% 9.23% $100,000 - $124,999 (48) 25.00% 29.17% 22.92% 22.92% 16.67% 18.75% 12.50% $125,000 - $149,999 (28) 25.00% 32.14% 25.00% 21.43% 21.43% 10.71% 14.29% $150,000+ (59) 30.51% 30.51% 32.20% 25.42% 13.56% 16.95% 13.56% Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 41

42 Survey Results Total Respondents, Gender, Age and Income Question 21: Have you ever been denied a loan/credit because of false information on your credit report? *Number of respondents are shown in parenthesis (9.90%) Yes (90.10%) No Denied a Loan No Internet Bank customers are more likely to have been denied a loan because of false information than those at other institution types. Large National Bank 92.17% Regional Bank 89.90% Small Community Bank 91.38% Internet Bank (no physical branch) 70.59% Credit Union 88.46% Savings & Loan 85.71% Yes 7.83% 10.10% 8.62% 29.41% 11.54% 14.29% Total Respondents By Gender Yes No Male (237) 11.81% 88.19% 100% Female (261) 8.43% 91.57% 100% By Age yrs (109) 12.84% 87.16% 100% yrs (123) 15.45% 84.55% 100% yrs (136) 7.35% 92.65% 100% 60+ yrs (130) 5.38% 94.62% 100% Those in the age group of years old and those with incomes of $25,000-$49,999 are most likely to have been denied a loan because of false information. By Income $0 - $24,999 (79) 17.72% 82.28% 100% $25,000 - $49,999 (75) 21.33% 78.67% 100% $50,000 - $74,999 (61) 8.20% 91.80% 100% $75,000 - $99,999 (65) 7.69% 92.31% 100% $100,000 - $124,999 (48) 6.25% 93.75% 100% $125,000 - $149,999 (28) 7.14% 92.86% 100% $150,000+ (59) 3.39% 96.61% 100% Section 4: Identity Theft Security Breaches and Identity Theft Consumer Actions and Opinions Page 42

43 SECTION 5 Credit Monitoring/Identity Theft Monitoring Service Credit/Identity Theft Monitoring is a system that monitors a consumer s credit reports for signs of possible fraud. Credit monitoring services notify consumers when new information, such as a new account or credit inquiry, shows up on one or more of their credit reports. The consumer can then follow up and make sure the new information is legitimate. Consumers can also use a credit monitoring service to keep track of their credit scores, a feature that can be useful for someone who plans to apply for a mortgage or other credit based loan in the next few months to a year. Security Breaches and Identity Theft Consumer Actions and Opinions Page 43

44 Survey Results Total Respondents Question 22: Do you subscribe to a credit monitoring/identity theft monitoring service? (14.34%) Yes, through a financial institution. (38.84%) No, I have no interest/need. Yes = 29.28% No = 70.72% Total Respondents (14.94%) Yes, through an independent service. (31.88%) No, but I would consider it. Section 5: Credit Monitoring/Identity Monitoring Service Security Breaches and Identity Theft Consumer Actions and Opinions Page 44

45 Survey Results By Gender, Age and Income *Number of respondents are shown in parenthesis Question 22: Do you subscribe to a credit monitoring/identity theft monitoring service? By Gender Yes, through a financial institution. Yes, through an independent service. No, but I would consider it. No, I have no interest/need. Male (237) 18.56% 14.77% 31.65% 35.02% 100% Female (261) 10.73% 14.56% 31.80% 42.91% 100% By Age Males are significantly more likely to subscribe to a credit monitoring/ identity theft service through a financial institution than females yrs (109) 10.09% 11.93% 44.95% 33.03% 100% yrs (123) 19.51% 15.45% 28.45% 36.59% 100% yrs (136) 11.02% 16.18% 34.56% 38.24% 100% 60+ yrs (130) 16.92% 14.62% 20.77% 47.69% 100% Those that don t have credit monitoring/identity theft protection are more likely to consider it than any other age group. By Income $0 - $24,999 (79) 10.13% 10.13% 40.51% 39.23% 100% $25,000 - $49,999 (75) 8.01% 13.33% 33.33% 45.33% 100% $50,000 - $74,999 (61) 14.75% 16.40% 37.70% 31.15% 100% $75,000 - $99,999 (65) 23.08% 10.77% 30.77% 35.38% 100% $100,000 - $124,999 (48) 12.50% 12.50% 33.33% 41.67% 100% $125,000 - $149,999 (28) 25.00% 7.15% 32.14% 35.71% 100% $150,000+ (59) 16.95% 18.65% 18.64% 45.76% 100% Section 5: Credit Monitoring/Identity Monitoring Service Security Breaches and Identity Theft Consumer Actions and Opinions Page 45

46 Survey Results Total Respondents Question 23: How much do you/would you pay on a monthly basis for this service? *Respondents who answered "Yes, through a financial institution", "Yes, through an independent service", or "No, but would consider it" on question 22 answered question % 42% 39% 36% 33% 30% Response percentage 27% 24% 21% 18% 15% 12% 9% 6% 3% 0% 42.02% 14.66% 2.60% Less than $10.00 per month $10.00 to less than $25.00 per month $25.00 to less than $40.00 per month 1.30% $40.00 or more per month 14.66% I am currently receiving this service free of charge in response to a security data breach 24.76% I would only subscribe if it were free Section 5: Credit Monitoring/Identity Monitoring Service Security Breaches and Identity Theft Consumer Actions and Opinions Page 46

47 Survey Results By Gender, Age and Income Question 23: How much do you/would you pay on a monthly basis for this service? *Number of respondents are shown in parenthesis *Respondents who answered "Yes, through a financial institution", "Yes, through an independent service", or "No, but would consider it" on question 22 answered question 23. By Gender Less than $10.00 per month $10.00 to less than $25.00 per month $25.00 to less than $40.00 per month $40.00 or more per month I am currently receiving this service free of charge in response to a security data breach I would only subscribe if it were free Male (154) 39.60% 13.64% 4.54% 2.60% 14.94% 24.68% 100% Female (149) 43.62% 16.11% 0.67% 0.00% 14.77% 24.83% 100% By Age Males seem willing to pay more than females for credit monitoring/identity theft services yrs (73) 43.84% 19.18% 5.48% 2.74% 4.10% 24.66% 100% yrs (78) 46.15% 11.54% 3.85% 1.28% 12.82% 24.36% 100% yrs (84) 39.29% 15.48% 1.19% 1.19% 17.85% 25.00% 100% 60+ yrs (68) 36.76% 13.24% 0.00% 0.00% 25.00% 25.00% 100% By Income $0 - $24,999 (48) 45.83% 10.42% 4.17% 4.17% 8.33% 27.08% 100% $25,000 - $49,999 (41) 56.10% 9.76% 2.44% 0.00% 12.20% 19.50% 100% $50,000 - $74,999 (42) 45.25% 4.76% 4.76% 4.76% 4.76% 35.71% 100% $75,000 - $99,999 (42) 45.24% 11.90% 0.00% 0.00% 19.05% 23.81% 100% $100,000 - $124,999 (28) 46.42% 17.86% 7.14% 0.00% 14.29% 14.29% 100% $125,000 - $149,999 (18) 33.33% 33.33% 0.00% 0.00% 5.56% 27.78% 100% $150,000+ (32) 28.12% 25.00% 3.13% 0.00% 31.25% 12.50% 100% Section 5: Credit Monitoring/Identity Monitoring Service Security Breaches and Identity Theft Consumer Actions and Opinions Page 47

48 SECTION 6 Credit Repair Services Credit repair is the process of fixing a bad credit report. It may be as simple as fixing mistakes with the credit agencies. The second form of credit repair is to deal with fundamental financial issues, such as budgeting, to improve the credit score and address legitimate concerns on the part of lenders. This service is normally a short term service that is discontinued when credit is improved. Security Breaches and Identity Theft Consumer Actions and Opinions Page 48

49 Yes = 10.58% Survey Results Total Respondents Question 24: Do you subscribe to a credit repair service? (5.79%) Yes, through a financial institution. (4.79%) Yes, through an independent service. Total Respondents (26.35%) No, but I would consider it. (63.07%) No, I have no interest/need. No = 89.42% Section 6: Credit Repair Services Security Breaches and Identity Theft Consumer Actions and Opinions Page 49

50 Survey Results By Gender, Age and Income *Number of respondents are shown in parenthesis Question 24: Do you subscribe to a credit repair service? By Gender Yes, through a financial institution. Yes, through an independent service. No, but I would consider it. No, I have no interest/need. Male (237) 7.59% 6.75% 27.43% 58.23% 100% Female (261) 4.21% 3.07% 25.29% 67.43% 100% By Age Males are more likely to have an interest/need for credit repair services with over 14% of male respondents indicating that they already subscribe. Only 7.27% of female respondents currently subscribe and more than 2/3 indicate they have no interest/need yrs (109) 8.26% 2.75% 34.86% 54.13% 100% yrs (123) 9.76% 4.06% 26.83% 59.35% 100% yrs (136) 2.94% 5.88% 27.94% 63.24% 100% 60+ yrs (130) 3.08% 6.15% 16.92% 73.85% 100% By Income $0 - $24,999 (79) 6.33% 5.05% 35.44% 53.16% 100% $25,000 - $49,999 (75) 4.00% 6.67% 24.00% 65.33% 100% $50,000 - $74,999 (61) 4.92% 3.27% 31.15% 60.66% 100% $75,000 - $99,999 (65) 6.15% 4.62% 18.46% 70.77% 100% $100,000 - $124,999 (48) 4.17% 2.08% 31.25% 62.50% 100% $125,000 - $149,999 (28) 14.29% 0.00% 32.14% 53.57% 100% $150,000+ (59) 3.39% 8.47% 20.34% 67.80% 100% Those 60 and older are least likely to have any interest/need for a credit repair service. Section 6: Credit Repair Services Security Breaches and Identity Theft Consumer Actions and Opinions Page 50

51 Survey Results Total Respondents Question 25: How much do you/would you pay for a month of this service? *Respondents who answered "Yes, through a financial institution", "Yes, through an independent service", or "No, but would consider it" on question 24 answered question % 48% 45% 42% 39% 36% 33% Response percentage 30% 27% 24% 21% 18% 15% 12% 9% 6% 3% 0% 49.73% Less than $25.00 per month 9.19% 2.70% $25.00 to less than $50.00 per month $50.00 to less than $75.00 per month 1.62% $75.00 or more per month 36.76% I would only subscribe if it were free Section 6: Credit Repair Services Security Breaches and Identity Theft Consumer Actions and Opinions Page 51

52 Survey Results By Gender, Age and Income Question 25: How much do you/would you pay for a month of this service? *Number of respondents are shown in parenthesis *Respondents who answered "Yes, through a financial institution", "Yes, through an independent service", or "No, but would consider it" on question 24 answered question 25. By Gender Less than $25.00 per month $25.00 to less than $50.00 per month $50.00 to less than $75.00 per month $75.00 or more per month I would only subscribe if it were free Male (99) 48.49% 12.12% 4.04% 3.03% 32.32% 100% Female (85) 51.76% 5.88% 1.18% 0.00% 41.18% 100% By Age More than ¼ of those years old are willing to pay $25 or more per month for credit repair services yrs (50) 40.00% 18.00% 4.00% 2.00% 36.00% 100% yrs (50) 48.00% 6.00% 6.00% 2.00% 38.00% 100% yrs (50) 56.00% 10.00% 0.00% 2.00% 32.00% 100% 60+ yrs (34) 58.82% 0.00% 0.00% 0.00% 41.18% 100% By Income $0 - $24,999 (37) 43.24% 13.51% 2.70% 0.00% 40.55% 100% $25,000 - $49,999 (26) 46.15% 15.38% 0.00% 0.00% 38.47% 100% $50,000 - $74,999 (24) 45.84% 8.33% 0.00% 8.33% 37.50% 100% $75,000 - $99,999 (19) 52.63% 5.26% 0.00% 0.00% 42.11% 100% $100,000 - $124,999 (18) 50.00% 11.11% 11.11% 5.56% 22.22% 100% $125,000 - $149,999 (13) 61.54% 15.38% 0.00% 0.00% 23.08% 100% $150,000+ (19) 57.89% 5.26% 5.26% 0.00% 31.59% 100% Section 6: Credit Repair Services Security Breaches and Identity Theft Consumer Actions and Opinions Page 52

53 SECTION 7 Demographics Security Breaches and Identity Theft Consumer Actions and Opinions Page 53

54 Survey Results Demographics Gender: 46.86% Males 53.14% Females Age: Household Income: (24.95%) 60+ Yrs Old (22.29%) Yrs Old 20.55% $0 - $24, % $25,000 - $49,999 $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ 14.09% $50,000 - $74,999 $ $ $ $ $ $ $ $ $ $ (27.24%) Yrs Old (25.52%) Yrs Old 15.01% $75,000 - $99, % $100,000 - $124, % $125,000 - $149,999 $ $ $ $ $ $ $ $ $ $ $ $ $ 14.32% $150,000 + $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ Section 7: Demographics Security Breaches and Identity Theft Consumer Actions and Opinions Page 54

55 Survey Results Demographics Census Regions: Pacific (19.62%) New England (6.54%) Middle Atlantic (11.92%) Mountain (6.15%) East North Central (18.65%) West South Central (12.69%) East South Central (5.18%) West North Central (6.15%) South Atlantic (13.08%) % Section 7: Demographics Security Breaches and Identity Theft Consumer Actions and Opinions Page 55

56 More Surveys from RateWatch RateWatch conducts surveys of both bankers and consumers across the country to keep up with new and evolving financial industry topics. Surveys are conducted online and responses are compiled into a report format with charts and graphs to easily review the findings. Results are displayed as a whole for all respondents and also broken out into cohort groupings. Visit our Industry Survey webpage to request more information or purchase a previously released survey. $149 Seeking a New Banking Relationship As Competition Heats Up $149 Mobile Banking, Mobile Payments What Consumers Value Closures. Mergers. Branch Downsizing. The banking landscape is getting smaller. But fewer competitors doesn t mean a less competitive playing field. What are you doing to ensure the satisfaction of your current customers and bring in new ones? A first step is understanding the key factors to attracting consumers and what could drive them away. As a revised version of our most popular survey conducted in April 2013, with even more questions added, this survey aims to understand what consumers look for when considering a new financial institution and what factors go into their decision making process. July, 2015 Value is key. Attaining and retaining customers is dependent on the value provided to them. For financial institutions, this could be in the rates offered, the fees charged (or not), or the level of customer service provided. And with increasing prominence, value is seen in the convenience added to customers lives through services like mobile banking. This survey aims to understand consumers use and views of mobile banking as well as the burgeoning service of mobile payments. January, 2015 $99 4 th Annual Mobile Banking The continued evolution of banking from the bankers' perspective Consumers say they want mobile banking, but are they really using it? Despite what may feel like a slow growth process, bankers across the country are continuing to add the service and increase capabilities. This survey aims to understand how financial institutions are offering these services, how their customers are utilizing them and what results have been seen. October, 2014 $149 Consumer Investing How do Banks and Credit Unions Fit? There is no doubt Americans need to invest for their futures increasing age expectancy and cost of living is driving up retirement age...but many are weary. They are looking for someone they trust or built a relationship with, to help them make important financial decisions. Who will they turn to? In Consumer Investing How do Banks and Credit Unions Fit? we aim to understand the behaviors and preferences of consumers regarding their current and future investment plans and how the financial institution may be able to play a role. August, 2014 ORDER TODAY!» Security Breaches and Identity Theft Consumer Actions and Opinions Page 56