The Trust Gap - What Consumers Expect from Secure Payments Vs. What Brands Deliver

Why compliance alone isn't enough, and how organizations can close the gap between consumer expectations and brand assumption.

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The Trust Gap

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Eckoh’s latest report explores the growing disconnect between consumer expectations and how organizations approach payment security. Research reveals that consumers judge security based on experience and visibility, despite businesses' reliance on compliance frameworks as security signals.

Key insights include:

  • The trust gap: A growing gap exists between what consumers expect from payment security and what organizations believe they deliver through compliance.
  • Key disconnect: Businesses equate compliance, such as PCI DSS, with security, while consumers judge security based on experience, visibility, and real outcomes.
  • Behavior shift: 77% of consumers prefer not to share card details with agents, and 69% favor technology-based security over human-led processes.
  • Channel complexity: Payments now span phone, digital, and AI channels and inconsistent security across these channels increases risk and weakens trust.
  • AI opportunity: Consumers show more openness to AI than expected. 42% believe AI can provide more secure payment processing than human agents.
  • Path forward: Organizations must move beyond compliance and deliver visible, verifiable, and consistent security across all channels.
  • Bottom line: Trust has become a key competitive differentiator in payment experiences.

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About Eckoh

Eckoh helps leading global brands secure customer interactions and payments across voice and digital channels. With decades of experience, our trusted solutions protect sensitive data, support compliance, and enhance customer experience without disrupting your operations.

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