Companies failing to see privacy as a fundamental business priority and risk crossing the ‘creepy line’.
According to a new report by KPMG International, 55 percent of consumers globally said they had decided against buying something online due to privacy concerns. Furthermore, less than 10 percent of consumers feel they have control over the way organizations handle and use their personal data today, with respondents in most countries saying that privacy control is more important than the potential convenience gained from sharing personal data.
“An executive would be at risk of being fired if half their customer base disappeared after they made a crucial business decision,” said Mark Thompson, Global Privacy Lead at KPMG. “Failure to imbed privacy into the DNA of their business strategy could ultimately lead to the extinction of a business given how closely consumers and regulators alike are paying attention to how organizations collect, store and use personal data.”
When it comes to the global attitudes on the usages of personal data, consumers draw the line in dramatically different places.
What one consumer finds ‘creepy’…
Another finds cool…
While concerns around the “creepy line” vary, the overall top 3 concerns about the way organizations are handling and using their personal information were: unwanted marketing; personal information being sold on to third-parties and lack of secure systems. The survey found that strong cyber security systems (32 percent) are the most effective thing an organization can do for customers to trust them with their personal data.
Over half of survey respondents said they were willing to share their gender, education or ethnicity online, while a considerably lower proportion were happy to share more sensitive information, such as location (16 percent), address (14 percent) or medical records (13 percent).
Consumers are increasingly taking matters into their own hands, with half of survey respondents saying they already delete their internet browser cookies or manage their social media settings. Almost one-third even use incognito or ‘do not track’ modes, while a quarter percent use encryption.
For companies seeking to use personal data to personalize their marketing and services to the individual, build brand loyalty and develop better products, it is important they understand that although opinions on privacy vary around the globe, it is clear that, more than anything, consumers value privacy over convenience.
“Understanding the value exchange between access to personal information and trust has never been more important than it is today,” said Thompson. “I truly believed that everyone would take a free TV no matter what. But clearly transparency is the strongest currency for any business.”
To view additional information about the study, please visit kpmg.com/crossingtheline. You can also follow the conversation @KPMG on Twitter.
The report, Crossing the line: Staying on the right side of consumer privacy, details the privacy preferences of 6,900 consumers in 24 countries and was in field between 14 April and 5 May, 2016.
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Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.
The views and opinions expressed herein are the personal opinions of the interviewees and authors based on their personal experience working as Auditors in the industry and do not necessarily represent the views or opinions of KPMG International or any KPMG member firm.