A majority of UK consumers hold retailers primarily responsible for making online transactions safer, and fraud risk remains a top concern for many UK shoppers when making online purchases, according to data released today from CyberSource Ltd., a UK-based subsidiary of CyberSource Corp.
UK-based market researchers Vanson Bourne and GfK NOP surveyed 1,004 UK consumers Oct. 16 to 19 for the CyberSource report.
Most surveyed consumers, 71%, are concerned about the risk of fraud when making online purchases, according to the data. Twenty-four percent of respondents believe it is retailers’ responsibility to make online shopping safer; the same percentage of respondents indicated merchants were responsible in 2007, when CyberSource conducted the first survey. CyberSource did not provide 2008 comparison data.
Sixteen percent of respondents believe banks are responsible for online safety, up from 9% who did in 2007. Of the survey respondents, 12% believe their Internet-service providers are responsible, 12% say the card brands, 12% say the government and 12% say consumers themselves are responsible, according to the data. This compares with 19% of respondents who cited Internet-service providers, 13% who said the card brands, 9% who said the government and 8% who said consumers in 2007.
Only the 5% of respondents believe the police are responsible, up from 4% who did in 2007. Seven percent in 2009 indicated they did not know which entity is responsible, and 1% stated none of the groups is responsible, compared with 10% who did not know and 3% who felt none of the groups was responsible in 2007.
“Consumers say they feel retailers are primarily accountable for making online shopping safer. But consumers themselves have a role in this effort, and they should be encouraged to play it,” Simon Stokes, CyberSource Ltd. managing director, said in a statement.
A CyberSource representative did not return requests for comment by deadline.