2017 Consumer Survey on Cybersecurity and Digital Trust ... · • In Australia, data were weighted...

ACCENTURE 2017 CONSUMER SURVEY ON CYBERSECURITY AND DIGITAL TRUST

US REPORT

OVERVIEW

• Accenture commissioned a seven-country survey of 7,580 consumers ages 18+ to assess their attitudes toward healthcare data, digital trust, roles and responsibilities, data sharing and breaches.

• The online survey included consumers across seven countries: Australia (1,000), Brazil (1,000), England (1,000), Norway (800), Saudi Arabia (850), Singapore (930) and the United States (2,000).

• The seven-country survey was conducted by Nielsen on behalf of Accenture between November 2016 and January 2017. (The US survey was conducted online between and November 15-28, 2016).

• The analysis provided comparisons by country, sector, age and use.

Copyright 2017 Accenture. All rights reserved. 2

METHODWith whom did Accenture work to conduct the quantitative survey?Accenture worked with Nielsen, who was responsible for the entire project including recruitment, screening of respondents, questionnaire development, analysis and report development.

Who was surveyed? 7,580 consumers total, ages 18+, in the US, Australia, Brazil, England, Norway, Saudi Arabia and Singapore who agreed to take part in the survey. This report includes results for US respondents only (2000 consumers, ages 18+).

How did Accenture recruit study participants? In the US, respondents were contacted through direct email invitations and notifications; respondents followed a unique link to the survey and completed it anonymously. Similar methods were used in other countries.

Was the questionnaire translated into the appropriate native language?Yes, the survey was translated into: Portuguese (Brazil); Norwegian (Norway); Arabic (Saudi Arabia). English (localized) was used for England, Australia, Singapore, and Saudi Arabia (English and Arabic options offered).

Are we confident in the quality of the respondents and that they meet the study criteria? All participants are consumers, ages 18+, residing in the countries specified and nationally representative. Participants’ details are double verified and were rescreened for this study to ensure participant quality.

What did we do to ensure balance and a representative sample?Data were weighted to be nationally representative of the general population in each country. • In Australia, data were weighted by age

by sex, education, region, and urbanization

• In Brazil, data were weighted by age by sex, education, region, and income socioeconomic group

• In England, data were weighted by age by sex, education, region, hours online and household composition

• In Norway, data were weighted by age by sex, education, region, household size, marital status, internet use in past 3 months and frequency of internet use

• In Saudi Arabia, data were weighted by age by sex, education, region, and nationality

• In Singapore, data were weighted by age by sex, education, ethnicity, and household size and marital status

• In the US, data were weighted by age by sex, education, race/ethnicity, region, income, size of household, employment status and internet usage per week.


RESEARCH RESULTS: KEY FINDINGS

Consumers trust their physicians, pharmacies or hospitals they visit more than the government to keep their digital healthcare data secure.

3%

3%

3%

3%

4%

5%

5%

8%

10%

13%

10%

12%

13%

15%

14%

20%

19%

28%

33%

32%

52%

52%

54%

54%

54%

54%

54%

49%

43%

40%

36%

32%

30%

28%

28%

21%

21%

16%

14%

16%

My physician(s) or other healthcare providers

My pharmacy

Hospitals I visit

My health insurance company

Labs that process my medical tests

Urgent care or walk-in retail clinics I visit

IT support for my physician's office or other medical site

Non-medical staff at my physician's or healthcare provider's office

Tech companies (for wearables/health apps I use)

Government

BASE: ALL QUALIFIED RESPONDENTS (n=2000)Q615 Overall, how much do you trust each of the following people or organizations to keep your digital healthcare information secure?

Not at all Not very much Somewhat A great deal

Degree of Trust in Organizations to Keep Digital Healthcare Data Secure

88%

85%

84%

82%

82%

75%

75%

65%

57%

56%

TOP 2 BOX



The majority of US consumers have at least some confidence in the digital data security measures taken by their providers and insurers and somewhat fewer by the companies that make health apps or devices; relatively few have high confidence in any of these organizations.

Confidence in Security Measures to Protect Privacy and Security of Health Data

4% 4% 8%16% 18%

28%

58% 57%

46%

22% 22% 17%

Provider Health Insurance Company Health App/Device Company

Very confident Somewhat confidentNot very confidentNot at all confident

BASE: ALL QUALIFIED RESPONDENTS (n=2000)Q525/Q545/Q560 How confident are you that your healthcare providers/health insurance company/health app/device company’s security measures will protect the security and privacy of your digital healthcare data?

80%Top 2 Box

63%79%

One out of four US consumers has experienced a breach of their digital healthcare data. Half of those were a victim of medical identity theft.

88%37%

35%26%26%

12%7%

Fraudulently (net)

Purchase items

Fraudulently bill for care

Fraudulently receive medical care

Fraudulently fill prescriptions

Access or modify my health records

Something else

BASE: ALL QUALIFIED RESPONDENTS (n=2000) Q903 To the best of your knowledge, how many times, if at all, have you experienced a breach of your digital healthcare data? By breach we mean any scenario where your healthcare data might be accessed, viewed, or manipulated by someone who is not authorized to view it.BASE: EXPERIENCED A BREACH (n=463) Q990 Following the breach in your digital healthcare data, were you a victim of medical identity theft (as in, after a data breach, your information was used in a fraudulent way by someone else)? If you were a victim more than once, please answer for the most recent time a breach occurred.BASE: EXPERIENCED MEDICAL ID THEFT (n=212) Q995 You mentioned you were a victim of medical identity theft. How was your identity used? Please select all that apply.Q1000 Did you have to spend money as a result of the theft of your medical identity? BASE: SPENT MONEY DUE TO MEDICAL ID THEFT (n=185) Q1005 How much did you spend as a result of the theft of your medical identity?

Identity was used to…

26% experienced a breach (1 time, 9%; two times,

8%; 3-9 times, 9%)

Of those, 50% were a victim of medical

identity theft

As a result, 88% spent an average

of $2528



Among those who experienced a breach, one-third said it occurred in a hospital while one-fifth each mentioned an urgent care clinic, pharmacy, physician’s office or health insurance company that was holding their data.

36%22%22%21%21%

15%12%

9%9%

6%5%

Hospital

Urgent care clinic

Pharmacy

Physician's office

Health insurance company

Laboratory

Employer

Retail clinic

A tech/app company

Government

Other

BASE: EXPERIENCED A BREACH (n=463)Q945 You said you experienced a breach of your digital healthcare data. What type of company or organization was holding your data where the breach occurred?

Type of Company Where Breach Occurred


Among those who experienced a breach, half found out about it themselves, about half were notified and about one-third learned about it passively.

50%

45%

36%

8%

Error noticed by respondent (Net)

Was notified proactively by entity/government (Net)

Learned about it passively (Net)

Some other way

BASE: EXPERIENCED A BREACH (n=463)Q955 How did you find out about the breach of your digital healthcare data?

How They Found Out About Breach

Among those who experienced a breach, three quarters had some type of medical information breached and half had personal information breached.

74%

31%

28%

23%

17%

10%

49%

31%

31%

7%

Medical Information (Net)

Electronic medical records

Health insurance ID number

Medical record numbers

Data from a health or medical condition tracking app

Biometric identifiers

Personal Information (Net)

Social Security number

Contact information

Other

BASE: EXPERIENCED A BREACH (n=463)Q960 What data were compromised in the breach of your digital healthcare data? Please select all that apply.

Data Compromised in Breach


In response to the breach of their healthcare data, nine out of ten took some action to protect their data.

91%

29%

25%

24%

21%

20%

19%

14%

12%

5%

9%

Steps personally took in response to breach (Net)

Changed passwords or other credentials

Changed healthcare providers

Subscribed to identity protection service

Changed health insurance companies

Added additional security software to my computer

Got legal help

Involved the police

Reported it to the organization holding my data

Other

None of these

BASE: EXPERIENCED A BREACH (n=463)Q965 What steps, if any, did you take in response to the breach of your digital healthcare data? Please select all that apply.

Steps Personally Took in Response to Breach


In response to the breach, nine out of ten reported that the company holding their data took some action including a third who said they were informed there was a breach.

91%36%

27%26%

24%23%22%

17%16%

9%1%

6%3%

Steps company took in response to breach (Net)

Informed me there was a breach

Explained how they fixed the problem causing breach

Added new security protocols

Explained consequences/potential consequences of breach

Provided identity theft protection

Explained how they would prevent future breaches

Covered/reimbursed me for any expense/damage from breach

Helped me find more security-oriented healthcare provider

Contacted law enforcement

Other

Not sure

Did not take any steps

BASE: EXPERIENCED A BREACH (n=463)Q970 What steps did the company holding your digital healthcare data take in response to the data breach? Please select all that apply.

Steps Company Took in Response to Breach


Three-quarters felt the breach was handled very or somewhat well.

25%

51%

18%

6%

BASE: EXPERIENCED A BREACH (n=463)Q975 In your opinion how well was the breach handled overall?

How Well Breach was Handled


TOP 2 BOX76%

Not well at all

Not very well

Somewhat well

Very well

The consequence of the breach varied with 41% gaining trust in the organization, 24% reporting no change in their trust and 34% losing trust.

12%

29%

24%

21%

13%How Breach Impacted Trust of Company

BOTTOM 2 BOX34%

BASE: EXPERIENCED A BREACH (n=463)Q985 How did the data breach impact your trust of the organization holding your digital healthcare data when the data breach happened? Do you trust them…?


Much less

A little less

About as much as before

A little more

Much moreTOP 2 BOX41%

2017 Consumer Survey on Cybersecurity and Digital Trust ... · • In Australia, data were weighted...

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