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It Pays to Make It Right: How Fraud and Scam Resolution Shapes Trust, Loyalty, and Customer Value in 2026
A Quavo Trust in Banking Research Report
Fraud and scam losses don’t stop at the moment of impact. Quavo’s 2026 Trust in Banking Consumer Study reveals how customers really judge their financial institution’s response, and how leaders can turn those high-stakes moments into a lever for stronger trust and lasting relationships.
69.9% say resolution shapes trust more than the fraud itself
Consumers say trust is shaped more by how their financial institution handles resolution than by the fraud event itself.
72.1% say fraud affects confidence in other services
A fraud experience influences confidence in other services, putting broader loyalty and share of wallet at risk.
Nearly 4 in 5 consumers report some scam exposure
Scam exposure is now widespread, expanding the trust conversation well beyond traditional card fraud.
36% say prevention and resolution matter equally
Customers now expect both protection and follow-through, signaling FIs can’t over-invest in one at the expense of the other.
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2026 Trust in Banking
Research Report
