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Profiling “Severely Injured” Identity Fraud Victims: Using Triage to Ease the Pain of Customers “At Risk”
Javelin Strategy & Research, March 2009, Pages: 33
Faced with a 22% rise in the numbers of identity fraud victims in 2008, financial institutions and identity protection service vendors are presented with the challenge of better assisting customers to prevent, detect and resolve fraud. In this report, Javelin identifies the key differences between those victims whose fraud experience was resolved to their satisfaction versus those who describe their financial lives as severely injured. The report provides insight into the behaviours of the severely injured and how to identify these victims, as well as recommendations on what financial institutions and identity protection services vendors can do to better shield consumers from becoming severely injured victims in the future.
Primary Questions
-What are the consequences of having severely injured victims of identity fraud as customers?
-How can fraud victims at particular risk of severe injury be identified?
-What do financial institutions, identity protection service vendors and consumers need to do to prevent severely injured victims?
-What types of fraud experiences cause more severe impact to victims?
-What positives can result from the severely injured victim's experience?
Methodology
This report is mainly based on data collected online from a random-sample panel of 4,784 respondents in October 2008. The survey targeted respondents based on representative proportions of gender, age and income compared to the overall U.S. online population. Overall margin of sampling error is ±.81 percentage points at the 95% confidence level.
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