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In May 2019, PCI Pal conducted market research through YouGov, surveying over 2,000 consumers across Australia with a household income between AUD $35,000 – $700,000.

We wanted to uncover sentiment and behaviour changes when it comes to data security in the country. Our findings suggest that the combination of recent high-profile breaches and headlines devoted to the ongoing expansion of the Australian Privacy Act 1988, and personal experience have
put security concerns at the forefront for Australian consumers. While security breaches are not new, Australian consumers’ attitudes seem
to be changing significantly – with the vast majority of Australians now reporting that trust in security practices, or lack thereof, influences not just
where but also how, and how much they spend.
Our full findings and commentary are included in this e-book. The findings suggest that it’s not just online threats that consumers are concerned about with 29% reporting that they question how their data is being recorded when on the phone and almost half of respondents (49%) saying they are uncomfortable sharing sensitive data such as credit card information over the phone.
This demonstrates the importance for organisations to mitigate these concerns, particularly for those operating contact centres that take payments over the phone.

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