Global Trust in Digital Services Declines, Finds Thales

Table of Contents

1. Key Highlights
2. Introduction
3. The Decline of Trust: A Closer Look
4. Implications for Businesses
5. Real-World Examples
6. Conclusion
7. FAQ

Key Highlights

• Thales' 2025 Digital Trust Index reveals a significant drop in global trust in digital services across various sectors.
• Only banking, insurance, and government sectors saw trust levels remain relatively stable; trust in news media was rated at a dismal 3%.
• Nearly 82% of consumers abandoned brands due to concerns about data privacy in the past year.
• A stark generation gap exists, with 51% of individuals aged 55 and older trusting digital services, compared to only 32% of Gen Z.
• The report highlights consumers’ expectations for improved data privacy measures and a reduction of responsibility placed on them regarding data protection.

Introduction

Imagine trusting an organization with your personal data — a common practice in today’s digital world. Yet, recent findings from Thales' 2025 Digital Trust Index reveal a startling reality: consumer trust in digital services is on an alarming decline. According to the study, trust in digital services across 13 sectors has fallen compared to previous years, underscoring a growing unease surrounding data security and privacy.

The report surveyed over 14,000 consumers across 14 countries, unveiling a consensus. In an era where data breaches seem inevitable, nearly one in five individuals have reported that their personal information has been compromised in the last 12 months, contributing to an erosion of faith in digital services. As brands scramble to regain consumer confidence, understanding these trends is vital for businesses and individuals alike.

The Decline of Trust: A Closer Look

Sector Performance

The 2025 Index found a disheartening trend across various sectors, with the majority experiencing a drop in trust:

• Banking emerged as the most trusted sector, gaining a slight increase in trust to maintain its lead. Despite this, it remains a sector where more than half of consumers still exhibit skepticism.
• Insurance and Government sectors also maintained steady trust levels, but only marginally, indicating no significant improvement despite previous efforts to enhance their trustworthiness.
• In stark contrast, news media recorded the lowest trust levels, with a mere 3% of respondents rating it as a trusted sector for handling personal data. This reflects a significant crisis in credibility, particularly concerning information integrity and manipulation.

Consumer Sentiments

Thales' report highlights increasing consumer frustration around privacy:

• A staggering 86% of surveyed individuals expressed a desire for robust data privacy rights from organizations.
• 63% believe the onus of protection lies too heavily with consumers, suggesting a demand for companies to take greater responsibility for data security.
• Over one-third of respondents admitted to sharing personal data solely to access services, rather than out of trust, illustrating a critical gap in confidence.

Generation Gap in Trust

Intriguingly, the study exhibited a generational rift. Older consumers demonstrated significantly higher trust levels compared to younger counterparts. According to the findings:

• 51% of individuals aged 55 and older reported a degree of trust in digital services,
• Conversely, only 32% of Gen Z consumers stated they felt confident about the security of their personal data among digital services.

Experts warn that the decline in trust among younger demographics could have long-lasting effects on brand loyalty, indicating a pressing need for brands to recalibrate their approach to data security and consumer engagement.

Implications for Businesses

For organizations operating in this uncertain landscape, the implications are both immediate and far-reaching. The necessity of implementing advanced measures to secure consumer data has never been more crucial.

Sebastien Cano, Senior Vice President of Cybersecurity Products at Thales, emphasized that "as cyber threats evolve, so does consumer skepticism," suggesting that businesses must remain proactive in their security efforts. Therefore, the importance of adopting innovative technologies becomes paramount.

Strategies for Rebuilding Trust

Some of the measures that businesses could consider implementing include:

1. Adopting Advanced Security Technologies:

   • Multifactor Authentication: Enhancing security protocols can help protect sensitive consumer data and build trust.
   • Biometric Verification: Utilizing fingerprint and facial recognition to ensure that users' identities are securely verified.

2. Transparent Data Practices:

   • Brands should openly communicate how consumer data is collected, used, and protected to foster trust.
   • Regularly updating privacy policies and sending notifications about any changes can help consumers feel more secure.

3. Consumer Education:

   • Educating customers on data protection practices empowers them and potentially reduces the fear associated with sharing personal data.

4. Modernizing Customer Identity Access Management (CIAM):

   • Streamlining and enhancing CIAM processes can offer users greater control over their data, fostering greater consumer trust.

Real-World Examples

The findings of Thales’ report align with observable trends across several high-profile cases where trust issues significantly impacted brands.

Facebook's Data Breaches

Facebook's repeated controversies involving data breaches have visibly deteriorated user trust. The Cambridge Analytica scandal remains a potent example, where millions of users' data was harvested without their explicit consent. The backlash resulted in a significant loss of user base and trust — a situation from which the platform is still recovering.

Yahoo's Security Scandals

Similarly, Yahoo experienced a data breach in 2013 that compromised over 3 billion user accounts. The ripple effects of the scandal led to a considerable deterioration in user trust and resulted in a lower acquisition price by Verizon.

Conclusion

Thales’ 2025 Digital Trust Index serves as a wake-up call for businesses across all sectors grappling with trust deficits in an increasingly digital society. In a landscape where data breaches loom large, the stakes have never been greater. As consumers demand higher accountability and transparency regarding their data, organizations must adapt their strategies and investment in privacy protection to secure their futures.

Without proactive measures to repair the threads of trust, businesses risk alienating entire generations of consumers who may never trust them again.

FAQ

What is the Digital Trust Index?

The Digital Trust Index is a comprehensive annual report by Thales that assesses consumer trust in digital services across various sectors.

What sectors are included in the Digital Trust Index?

The 2025 edition analyzed trust within 13 sectors, including banking, insurance, government, news media, and social media.

What were the key findings of the 2025 Digital Trust Index?

The index revealed a universal decline in consumer trust toward digital services. Notable trends included low trust ratings for news media and a strong generational divide in perceptions of trust.

How can businesses rebuild consumer trust?

Organizations can rebuild consumer trust through adopting advanced security technologies, offering transparent data practices, educating consumers on data protection, and modernizing customer identity access management systems.

Why is trust in digital services declining?

The decline in trust is primarily due to increasing cyber threats, data breaches, and a perception that consumers are overly burdened with the responsibility of protecting their own data.

Who conducted the Digital Trust Index survey?

The survey was conducted by Thales, involving over 14,000 consumers from 14 countries, aiming to understand their perceptions and anxieties regarding digital services and data privacy.