Gartner Research

Valuing Digital Investments: Biometric Customer Authentication Matters to Bank Customers

Published: 26 February 2018

ID: G00345368

Analyst(s): Ant Allan , Alistair Newton


Based on the 2017 Gartner Digital Banking and Payment Survey, consumers are more open to using biometric authentication to access bank services. CIOs in banking must recognize that perception of who owns or controls the authentication service significantly influences customer trust in the bank.

Table Of Contents


  • Customer Trust in Biometric Authentication for Mobile Banking Is Growing, but Many Customers Still Need Reassurance
  • Customers Have Higher Trust in Banks That Appear to Be Actively Protecting Them
  • Recommendations

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