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Customer authentication playbook: In search of authentication controls

PYMNTS Playbook 3
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How involved do digital banking customers really want to be when it comes to authenticating transactions on their mobile banking apps? Do certain transactions warrant specific authentication measures? Are banks providing customers with the level of control over authentication they want?


This playbook, part of our Customer Authentication Study series in collaboration with PYMNTS.com, zooms in on survey data to answer these questions.

Some of the key findings in this customer authentication playbook include:

  • Most banking apps offer the bare minimum in terms of control over authentication
  • The more sensitive a transaction, the more consumers want to be able to authenticate it
  • Consumers want the added security and peace of mind that comes with having a degree of control over authentication in their banking app

Get all the insights on consumers’ preferences for transaction authentication and how they want their banks to step up.