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IDC survey: Most willing to pay more for trusted digital services
There is still a “significantly large gap” in Indonesian consumer trust over digital services.
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People crowd payment counters of LinkAja during an event in Jakarta on June 30 to launch the digital payment platform. A recent survey by tech giant Microsoft and research firm International Data Corporation (IDC) show that there is a “significantly large gap” in Indonesian consumer trust over digital services. (kontan.co.id/Carolus Agus Waluyo)
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Enterprises may lose up to 56 percent of their digital service users to rival brands if the users encounter a negative experience with the service, according to a recent survey by tech giant Microsoft and research firm International Data Corporation (IDC).
IDC’s Meivira Munindra, head of country operations, said such negative experiences were mostly related to leaked personal information, using private data outside of expected usage and providing unreliable services such as frequently failed online payments and undelivered goods.
“If we look at [cyber]security – and I’m referring to IDC’s MaturityScape scale – Indonesian enterprises are still around level two out of five. Indonesia is still in an early stage [of cybersecurity],” she told reporters after a briefing over the survey results.
Other consumer responses to such negative experiences included reducing usage of the service (37 percent of respondents agreed), stopping usage of the service (33 percent) and continuing usage despite the bad experience (18 percent).
Overall, only 44 percent of Indonesian consumers trusted companies in handling their private data, according to the survey.
