Your bank’s security experience may be driving customers away

Consumers continue to place substantial trust in banks and credit unions to protect their money, but that trust comes with increasingly specific expectations.

Entersekt’s 2026 research reveals a growing tension between security, convenience, and control. Consumers want their banks and credit unions to take responsibility for detecting threats, but they also expect security practices to reflect modern technology and give them meaningful choices. That creates a challenge for institutions still operating with fragmented systems and authentication methods that customers increasingly view as outdated.

Key insight: The report points toward a more adaptive approach, in which authentication, fraud detection, customer behavior, and device intelligence work together to make security decisions in real time. This isn’t about adding another security checkpoint but designing a digital experience where stronger protection feels seamless, intelligent, and worthy of the trust customers place in their institution.

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