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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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