Pohjola Pankki Oyj : OP-Pohjola: Some customers are too careless about their use of electronic banking services PRESS RELEASE Finns are sharply divided in their attitude towards the use of electronic services and related security. The increased reportage of data security threats might have scared some senior citizens in such a way that they are already avoiding the use of services even if they are secure. But then again, some young people seem to have an exaggerated perception of the extent of a bank's liability for damages and insufficient knowledge of their own responsibilities and liabilities, which may make them careless about security issues. OP-Pohjola conducted an interview-based survey to find out about the Finns' attitudes towards and experiences of the use of electronic services, with a view to listening to banking customers for developing services further and analysing communication needs. The survey results revealed that the last view years have seen a change in people's attitudes towards data security. Today more and more people have friends and family members who have become victims of fraud and there is more public debate about data security issues. The use of electronic services has also increased for entertainment purposes, such as in social networks. Therefore, many users consider it only natural to pay attention to security, also in the use of financial services. Many people think that security threats are already being overstated and the related news has more like an alarmist tone. This involves a risk that inexperienced users of electronic channels, especially elderly people, do no longer dare to use electronic services even if they are secure. But then again, the survey results revealed a risk group of all too careless users who are not so worried about identity thefts or card fraud. These kinds of respondents were found among young people in particular. 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. On the whole, the respondents regard banks as reliable companies and believe that they have state-of-the-art information systems and data security because of the nature of their business. For this reason, banks are also considered appropriate intermediaries in user authentication other than that related to banking. Being a well-known service provider and the opportunity for personal contacts are important in security experiences among users Users wish for simple and user-friendly web banks without any set of instructions. They also set great store by service performance reliability and security. Opinions were divided on further confirmation of payments and on contactless payment features included in bank cards. - When it comes to electronic services, striking a balance between security and user convenience is important. Customers want to use electronic banking services as conveniently as possible but, on the other hand, jeopardising data security by enhancing user convenience is out of the question, explains Mika Käyhkö, Development Manager, OP-Pohjola. 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 to be served in their mother tongue. By and large, Finnish banks are considered exemplary service providers in this respect. Know your responsibilities A bank or a credit card company is liable for unauthorised purchases made using a customer's card data or online, provided that the customer has exercised due care. However, banks and credit card companies have to assess on a case-by-case basis whether the customer has exercised due care because of the variety of cases. Customers currently use banking services with their own computers and smartphones, which is why they also assume responsibility for data security. Customers are obliged to ensure, for example, that they do not give their authentication credentials to any party and that their computer is free from viruses used for phishing. If the customer accidentally gives his credentials to an outsider or discovers something unusual during his online session, he must immediately contact his bank. It is also possible to deactivate credentials over the phone on a 24/7 basis. For more information, please contact: Mika Käyhkö, Development Manager, tel. 010 252 8372 Kai Koskela, Senior Vice President, t. 010252 3490 OP-Pohjola Group is Finland's leading financial services group providing a unique range of banking, investment and insurance services.The Group's mission is to promote the sustainable prosperity, well-being and security of its owner-members, customers and operating regions through its local presence.Its objective is to offer the best and most versatile package of loyal customer benefits on the market.OP-Pohjola Group consists of some 200 member cooperative banks and the Group's central institution, OP-Pohjola Group Central Cooperative, with its subsidiaries and closely-related companies, the largest of which is the listed company Pohjola Bank plc.The Group has a staff of over 13,000.OP-Pohjola Group posted earnings before tax of EUR 601 million in 2012 and had total assets of EUR 99.8 billion on 31 December 2012. The Group has over four million customers. www.op.fi ------------------------------------------------------------------------------ This announcement is distributed by Thomson Reuters on behalf of Thomson Reuters clients. The owner of this announcement warrants that: (i) the releases contained herein are protected by copyright and other applicable laws; and (ii) they are solely responsible for the content, accuracy and originality of the information contained therein. Source: Pohjola Pankki Oyj via Thomson Reuters ONE HUG#1711875
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Pohjola Pankki Oyj : OP-Pohjola: Some customers are too careless about their use of electronic banking services
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