Onfido survey finds businesses need to build trust online in less than 10 minutes or risk losing customers

  • France has the highest proportion of customers (94%) who are comfortable accessing services and products online

  • 8 out of 10 people find that accessing services with biometrics is more convenient and secure

PARIS, October 21, 2021– (BUSINESS WIRE) – Onfido, the global identity verification and authentication company, today announces the results of a new study with Okta Inc. (NASDAQ: OKTA), the leading identity provider independent. The Digital by Default research report surveyed more than 1,000 respondents in France and 4,000 respondents in the Netherlands, the United States and the United Kingdom in September 2021.

The survey explored internet users’ relationship with digital services and digital identity and found that businesses only have 10 minutes to set up digital accounts or risk losing consumer trust.

The rise of digital access

The significant growth in adoption of digital services throughout lockdowns and beyond has increased the convenience for consumers to access services online. France and the UK have the highest proportion of consumers who feel comfortable accessing services online (9 out of 10), and 43% of French respondents said they feel more comfortable now than before the COVID-19 pandemic.

When asked why they wanted to do something online rather than in an agency, the top three reasons were:

  • I don’t have to travel (64%)

  • I feel safer accessing online services because of COVID-19 (48%)

  • I am not limited by opening hours (44%)

When asked which services were most important to having digital access, the top three responses were:

Biggest Concerns About Online Services

Companies should not forget the 6% who still have concerns about accessing online services. French consumers are equally worried about security (51%) and the conviction that going to a branch is always more convenient than accessing their accounts online (49%).

Robust security and a seamless user experience are always non-negotiable when it comes to building digital trust, but speed of service has now also become essential for the digital consumer. Businesses are now “on time”, as 78% of French consumers expect integration with new digital services to take no more than 10 minutes. This is true in all industries; 88% want to be able to approve a bank transaction in less than 10 minutes, 83% want to be able to sign up for a gaming account, and 74% want to book a car rental.

Modern identity verification on demand

The main finding of the study is that digital identity verification is becoming the preferred option for consumers accessing services. In the survey, 85% of French consumers who had their identity verified by submitting a photo of an ID said they would like to use this method again. Biometrics is also emerging as the preferred option for digital consumers with 8 out of 10 consumers stating that they find biometrics such as facial biometrics both convenient and secure. These positive experiences are catalyzing a broader change among all consumers, with 70% of French respondents saying they would be open to using biometrics to authenticate themselves instead of a password.

“From the moment a consumer visits a service provider’s website or downloads an app, they assess whether the business can provide a trusted digital service, ensure security, and keep their data private,” says Mike Tuchen, CEO of Onfido. “Businesses only have a few minutes to build the trust consumers expect in the digital world. Those that can offer little or no friction during verification and authentication will differentiate positively in a market where digital services have become the norm and consumer trust breeds brand loyalty. “

If you want to learn more about the changing expectations of global consumers for digital verification and how brands can best meet them without compromising security, download the full report here.

About Onfido

Onfido sets the new identity standard for digital access. The company digitally proves a user’s real identity using artificial intelligence (AI) by verifying a photo ID and comparing it to the person’s facial biometrics. This is how Onfido gives companies like Nickel (BNP Paribas Group), Europcar Mobility Group and Getaround (formerly Drivy) the assurance they need to integrate their customers remotely and safely. Businesses can verify their users without compromising experience, conversion, privacy, or security.

Recognized as a global leader in AI for identity verification and authentication, Onfido is backed by TPG Growth, Idinvest Partners, Crane Venture Partners, Salesforce Ventures, M12 – Microsoft’s venture capital fund, and d ‘others. Onfido has raised $ 200 million in funding and, with more than 500 team members in eight countries, enables digital access to some of the world’s largest companies.

For more information: www.onfido.com/fr

See the source version on businesswire.com: https://www.businesswire.com/news/home/20211021005437/en/


Laura Drowned
[email protected]

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