New Zealand
New Zealand New Zealand
Consumers make most of their payments by internet banking
  • 74%
  • 70.5%
  • 54.5%
  • 46.5%
  • 39.6%
  • 40.7%
  • A higher percentage make payments via internet banking to banks and insurance companies, telcos, and retailers, respectively, compared to the regional average
  • Impact: Anti-fraud capabilities critical to the increased digital transaction frequency and customers’ trust in banks
Australia Australia
Consumers are most satisfied with the post-fraud service of banks and insurances companies
  • More than 70% satisfaction rate compared to 59.7% on average
  • Impact: Increased trust in BFSIs
Indonesia Indonesia
Consumers that encountered most fraud incidents in the past 12 months

AP Average

  • 49.8% have experienced fraud at least once compared to 34.7% on average
  • Impact: Overall anti-fraud capabilities need improvement
Singapore Singapore
Consumers have the highest trust towards government
AP Average
  • 75.5% choose government agencies, compared with 51.7% on average
  • Impact: Trust of personal data protection is centered around government agencies
Vietnam Vietnam
Consumers encountered most fraud incidents in retail and telco during the past 12 months
  • 55%
  • 54.5%
  • 32.8%
  • 35.2%
  • 55% and 54.5% have experienced fraud at least once in retail and telco, respectively, compared to 32.8% and 35.2% on average
  • Impact: Overall anti-fraud capabilities need improvement
Thailand Thailand
Most Thai consumers believe speed and resolution are severely lacking (response/ detection speed toward fraud incidents)
AP Average
  • 60.5% think it is most important, compared to 47.7% on average
  • Impact: Response time as one of key factors to fraud management to retain customers and gain their trust
India India as standalone
Consumers have the largest number of shopping app accounts in the region
  • Average of three accounts per person
  • Impact: Highest exposure to online fraud
Hong Kong
Hong Kong Hong Kong
The least percentage of consumers with high satisfaction level toward banks and insurance companies’ fraud management
AP Average
  • Only 9.7% are most satisfied compared to 21.1% on average
  • Impact: effective response towards fraud incidents to be improved
China China
Consumers are the most tolerant toward submitting and sharing of personal data
AP Average
  • 46.6% compared to the AP average of 27.5% are accepting of sharing personal data of existing accounts with other business entities
  • Impact: higher exposure of data privacy and risk of fraud
Japan Japan as standalone
Consumers most cautious on digital accounts and transactions
50.7% Actively maintain digital accounts’ validity
27% AP Average
45.5% Do not do online bank transfers
13.5% AP Average
  • More than 70% did not encounter fraud incidents in past 12 months, compared to 50% on average
  • Impact: Relatively low risk of fraud

48 percent of Indonesian Businesses are Experiencing Rising Year-on-Year Fraud Losses, Often the Result of an Inability to Recognise Customers

48 percent of Indonesian Businesses are Experiencing Rising Year-on-Year Fraud Losses, Often the Result of an Inability to Recognise Customers
  • 78 percent of consumers in Indonesia say security is the most important element of their online experience
  • 70 percent of Indonesian businesses are investing in customer authentication to counter online fraud

JAKARTA, INDONESIA - 12 MARCH 2020 - New research from Experian shows that today’s businesses in Indonesia need to deliver more than personalised products and offers since consumers expect organisations to also deliver security and convenience at every point of interaction. Experian’s annual Global Identity and Fraud Report found that more than three quarters (78 percent) of Indonesian consumers said that security was their top priority, followed by convenience. This is a slight increase from last year’s report, in which 77 percent of consumers in the country valued security as the most important element of an online relationship. In addition, while businesses are confident in their ability to recognise their customer, 48 percent of Indonesian businesses are experiencing rising year-on-year fraud losses, often the result of an inability to recognise customers.


The report found that 100 percent of Indonesian businesses are confident in their ability to identify and re-recognise their customers; the highest in APAC alongside India. However, while this should mean an abatement in fraud, the year on year growth in fraud shows otherwise. There are clearly concerns, as 36 percent of consumers in Indonesia (lowest in APAC) stated that they do not feel recognised when doing business online. The report found that the key to meaningful online customer engagement is to identify and recognise consumers time after time. Data collected during each interaction augments the identity authentication process and breeds familiarity. This helps reduce the friction that customers experience, which in turn bolsters confidence, creates a more positive customer experience, and builds trust.


“The digital economy is transforming Indonesia. To improve the overall user experience, businesses need to accelerate their efforts in being able to digitally recognise existing and potential customers securely, seamlessly, correctly and consistently”, said Dev Dhiman, Managing Director, Southeast Asia & Emerging Markets, Experian. “With concerns for identity and fraud still shaping the digital relationship between consumers and businesses, organisations need to invest in technologies such as advanced authentication, device intelligence and analytics solutions to ensure successful customer re-recognition, especially with increasing instances of fraud.”


Recognising the importance of identity and re-recognition, findings from the study reveal that organisations in Indonesia are committing to advanced technology, with 72 percent looking to invest in Artificial Intelligence (AI) for fraud management and 70 percent for customer authentication. This demonstrates that advanced authentication methods, such as machine learning, device intelligence and biometrics, might be the key to successful re-recognition.


“Personalisation, security, and convenience still sit at the cornerstone of the evolving digital relationship. While businesses are collecting more personal data than ever before to tailor the user experience, consumers are most concerned about interacting with these businesses in a secure and seamless manner,” added Dhiman.


To develop the study, Experian interviewed more than 6,500 consumers and more than 650 businesses across 13 countries around the world. Additional findings for the Indonesia market from the fourth annual fraud report include:

  • More than nine in ten (93 percent) of consumers cited protecting their data from theft or misuse, which might lead to identity theft or fraud as very important in terms of delivering customer experience.
  • 82 percent of consumers cited visible demonstration of security as very important when engaging and interacting online.
  • 66 percent of consumers want more control over the use of their data.
  • 85 percent of consumers understand the value of their personal information to businesses.
  • Almost all (97 percent) consumers like the changes being made to the customer experience as a result of their data being used.
  • Only 23 percent of businesses are prioritising the creation of targeted products and offers.

The full Global Identity and Fraud Report can be downloaded here.


Experian’s identity and fraud business comprises more than 300 fraud experts around the world working to protect people’s identities and fight fraud for businesses across multiple sectors, including financial services, telecommunications, retail/e commerce, insurance, government and healthcare.


In November last year, Experian announced the opening of its new Indonesia office at the World Trade Centre (WTC) 3, Jakarta; a testament to Experian’s commitment to the Indonesian market and the strong growth the company has seen since incorporating local operations in 2014. Experian Indonesia offers a range of products and solutions across Decisioning, Advanced Analytics and Data Quality. Also, Experian Indonesia has recently stepped up its Identity & Fraud solution in the market with the availability of its award-winning CrossCore platform. The solution helps businesses establish digital identities, improve fraud detection and enables them to provide a frictionless customer experience.



48 Persen Perusahaan Indonesia Setiap Tahunnya Alami Peningkatan Kerugian Penipuan, Akibat Ketidakmampuan Pengenalan Konsumen
  • 78 persen konsumen di Indonesia menyatakan keamanan sebagai elemen terpenting dalam pengalaman aktivitas daring mereka
  • 70 persen perusahaan-perusahaan Indonesia berinvestasi di autentikasi konsumen untuk menangkal penipuan digital

Jakarta, Indonesia – 12 Maret 2020 – Hasil riset terbaru dari Experian menunjukkan bahwa dunia bisnis di Indonesia pada saat ini diharapkan untuk dapat menawarkan lebih dari sekedar produk-produk yang dipersonalisasi, sebagaimana konsumen membutuhkan perusahaan-perusahaan untuk juga memberikan keamanan dan kenyamanan dalam setiap interaksi. Laporan tahunan Global Identity and Fraud ini juga memunculkan informasi bahwa lebih dari tiga perempat (atau 78 persen) konsumen Indonesia menyatakan faktor keamanan adalah prioritas utama mereka, diikuti oleh kenyamanan – meningkat dibandingkan laporan tahun lalu di mana 77 persen konsumen Indonesia menilai keamanan sebagai elemen terpenting dalam aktivitas yang dilakukan secara daring. Selain itu, ketika perusahaan memiliki keyakinan dalam kemampuan mereka mengenali konsumen, sebanyak 48 persen perusahaan Indonesia mengalami peningkatan kerugian dari tahun ke tahun akibat penipuan yang sering diakibatkan oleh ketidakmampuan untuk mengenali konsumen.


Laporan tersebut mengemukakan bahwa 100 persen perusahaan di Indonesia meyakini kemampuan mereka dalam mengidentifikasi dan mengenali kembali konsumen-konsumen mereka – angka tertinggi di kawasan APAC selain India. Namun ketika hal ini seharusnya menurunkan kejadian penipuan, pada kenyataannya penipuan malah mengalami peningkatan setiap tahunnya. Ada kekhawatiran nyata saat sebanyak 36 persen konsumen di Indonesia (terendah di APAC) menyatakan mereka tidak merasa teridentifikasi atau dikenal pada saat melakukan aktivitas daring. Laporan menemukan bahwa faktor kunci untuk keterlibatan konsumen yang lebih baik adalah dengan identifikasi dan pengenalan terhadap konsumen setiap waktu. Data yang dikumpulkan dari setiap interaksi memperkuat proses autentikasi identitas dan membangun familiarisasi. Ini membantu mengurangi friksi yang akan dialami konsumen sehingga dapat mendorong kepercayaan diri, menciptakan pengalaman konsumen yang lebih positif, dan membangun kepercayaan.


“Ekonomi digital saat ini tengah mentransformasi Indonesia. Untuk meningkatkan pengalaman konsumen secara keseluruhan, perusahaan perlu untuk mengakselerasi usaha mereka dalam kemampuan digital yang aman, mulus, tepat dan konsisten dalam melakukan pengenalan konsumen dan pelanggan potensial,” ujar Dev Dhiman, Managing Director, Southeast Asia & Emerging Markets, Experian. “Dengan adanya kekhawatiran atas penipuan identitas masih menjadi penentu hubungan digital antara konsumen dan bisnis, perusahaan perlu untuk berinvestasi dalam teknologi seperti autentikasi mutakhir, perangkat pintar dan solusi analitik untuk memastikan keberhasilan pengenalan kembali terhadap konsumen, terutama dengan meningkatnya kasus penipuan.”


Memahami pentingnya faktor identitas dan pengenalan kembali, studi tersebut menemukan bahwa perusahaan-perusahaan di Indonesia berkomitmen untuk implementasi teknologi mutakhir, dengan 72 persen akan berinvestasi di kecerdasan buatan (artificial intelligence – AI) untuk pengelolaan penipuan (fraud management), dan 70 persen untuk autentikasi konsumen. Hal ini mencerminkan bahwa metode autentikasi yang mutakhir – seperti pembelajaran mesin, perangkat pintar dan biometrik, bisa merupakan kunci dalam keberhasilan pengenalan kembali.


“Personalisasi, keamanan, dan kenyamanan masih merupakan fundamental dalam hubungan digital yang terus berkembang. Bisnis mengumpulkan lebih banyak data personal daripada sebelumnya untuk menyesuaikan dengan kebutuhan pengalaman pengguna, sedangkan konsumen sangat memedulikan interaksi yang aman dan bebas hambatan dengan perusahaan-perusahaan tersebut,” imbuh Dhiman.


Dalam pembuatan studi ini, Experian mewawancarai lebih dari 6.500 orang konsumen dan lebih dari 650 perusahaan di 13 negara. Temuan-temuan lainnya dari laporan tersebut – ini merupakan laporan tahunan keempat yang diterbitkan – terkait pasar Indonesia antara lain:

  • Sebanyak 93 persen konsumen menyebutkan bahwa perlindungan data mereka dari pencurian atau penyalahgunaan – yang mungkin akan berujung pada penipuan – sebagai hal yang sangat penting dalam memberikan pengalaman pelanggan.
  • 82 persen konsumen menyebutkan bahwa sangat penting adanya demonstrasi keamanan saat berinteraksi dan beraktivitas daring.
  • 66 persen konsumen menginginkan kontrol lebih terkait penggunaan data mereka.
  • 85 persen konsumen memahami pentingnya informasi personal mereka bagi perusahaan.
  • Hampir semua konsumen (97 persen) menyukai penyesuaian-penyesuaian yang dilakukan untuk pengalaman pelanggan – ini sebagai hasil dari digunakannya data mereka.
  • Hanya 23 persen perusahaan yang memprioritaskan produk dan penawaran yang ditargetkan secara spesifik.

Laporan lengkap Global Identity and Fraud dapat diunduh di sini.


Pada bisnis identitas dan penipuan, Experian mempekerjakan lebih dari 300 orang ahli penipuan di seluruh dunia. Mereka melindungi identitas individu dan memerangi penipuan bisnis di berbagai sektor, termasuk layanan finansial, telekomunikasi, ritel/e-commerce, asuransi, industri pemerintahan dan kesehatan.


Bulan November 2019 lalu Experian mengumumkan pembukaan kantor baru mereka di Indonesia, yang bertempat di World Trade Center (WTC) 3 Jakarta – ini merupakan wujud komitmen Experian terhadap pasar Indonesia, dan pertumbuhan yang kuat telah terlihat sejak beroperasinya perusahaan secara lokal di tahun 2014. Experian Indonesia menawarkan serangkaian produk dan solusi yang mencakup Decisioning, Advance Analytics, dan Data Quality. Tidak hanya itu, Experian Indonesia baru-baru ini juga menghadirkan solusi Identity & Fraud melalui platform CrossCore yang telah memenangkan penghargaan. Solusi ini membantu perusahaan-perusahaan membangun identitas digital, meningkatkan deteksi penipuan, dan mampu untuk menyediakan pengalaman konsumen yang bebas hambatan.


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By Experian 03/12/2020

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