Consumers Worry More About Information Security

As part of Temkin Group’s ongoing benchmark studies, we routinely ask consumers whether or not they agree with the statement, I worry about the security of my personal information.

We found a significant jump in worried consumers in our most recent study, from 68.7% in Q1 2013 to 74.8% in Q1 2014. As you can see in the graphic below:

  • The level of concern was relatively unchanged between 2012 and 2013, before jumping this year.
  • Females of all ages are more concerned than their male contemporaries. The largest gender gap is with 35- to 44-year-old consumers.
  • Worries about information security increase with age until consumers reach 65, and then decline a bit.

The bottom line: Pay attention to the information security worries of your customers.


Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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