Trust's Role in Customer Loyalty for Financial Institutions
"Trust is the cornerstone of every strong relationship and is a financial institution's most valuable asset."
Fraud Happens. Trust is Built in the Response.
Every step is a chance to build trust. These 6 insights show how fraud resolution impacts customer loyalty – and your bottom line.
Resolution > Discovery
62% say trust depends more on how fraud is resolved than how it was found.
Communicate Clearly
74% value clear, step-by-step
communication during investigations.
Time is Trust
71% lose trust if the resolution takes too long.
It Affects Everything
70% say poor fraud resolution shakes trust in other bank services.
Bad Resolution =
Lost Loyalty
73% say poor handling of fraud hurts their loyalty.
Handle It or Lose Them
66% would switch banks over slow, frustrating dispute processes.
