Data fraud rises up agenda of financial services clients, says OP Pohjola

Results of a survey of Finns suggests data security is becoming an increasingly important issue that financial services providers must tackle if they are to successfully roll out more digital services, according to OP Pohjola.

The interview-based survey of Finns found that increasing numbers have experienced friends and family falling prey to fraud, the Finnish financial group said.

Some feel that the risks of fraud are being exaggerated and unnecessarily persuading older users of electronic channels to abandon them even if they are secure.

Younger people on the other hand were found to take a “careless” approach to use of electronic channels.

“A misconception of a bank’s or credit card company’s unlimited liability in the case of fraud lies behind this result. However, such a person may be faced with an unwanted surprise in case the fraud has been caused by his own negligence, such as disclosing his authentication credentials to an unauthorised party or failing to ensure anti-virus protection on his personal computer.”

Other responses to the survey suggest financial services customers set great store by service performance reliability and security.

“When it comes to electronic services, striking a balance between security and user convenience is important.”

“According to the respondents, reliable electronic services require a known service provider, which they can contact personally. For problem situations, the respondents want contact details to be clear and be served in their mother tongue. By and large, Finnish banks are considered exemplary service providers in this respect.”

OP Pohjola Group is Finland’s largest financial services group, with some four million customers and assets of €99.8bn as of 31 December 2012.


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