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Exposing the gap between consumer confidence and real online risk—and the role of service providers in closing it
As digital reliance grows, consumer trust struggles to keep pace. People often worry about the wrong things—overestimating threats tied to unfamiliar or media-amplified activities, while overlooking the real risks embedded in their daily routines.
The F-Secure Digital Perception–Reality Gap Report reveals how this disconnect shapes digital behavior. Drawing on global survey data and expert threat analysis, we introduce two scoring models—Worry and Threat—and map them across three mindset zones that reflect what consumers value, fear, and disregard in their digital lives.
For telcos, banks, and other service providers, these insights reveal a strategic opportunity. By embedding protection into everyday moments, trusted brands can meet both emotional and practical needs—redefining customer value through digital security.
Key Report Findings
While 69% of people feel confident in spotting scams, 43% still fell victim last year.
Young adults (digital natives) are more than twice as likely to experience cyber crime (64%) than the oldest group of internet users (28%), driven by high online exposure and misplaced confidence.
Consumers worry more about unfamiliar or emotionally charged online activities than about routine behaviors—where threats are more likely to occur. This misalignment skews consumer behavior, leading to misplaced caution and overlooked exposure in high-risk area
Bridging the gap between perception and reality is essential to address real-world vulnerabilities—requiring strategies that consider both technical and psychological dimensions.
Consumers want cyber security from familiar providers: 80% trust banks and 71% trust telcos to deliver protection. This gives service providers a unique opportunity to meet demand with in-the-moment security solutions.
The Consumer Trust Disconnect: When Awareness Isn't Enough
Digital spaces are more essential to everyday life than ever before—but consumer trust isn’t keeping up. In 2024, nearly half of all people globally (48%) were impacted by cyber crime, a steep rise from 34% the previous year. Even as awareness grows, so does anxiety.
A growing majority—7 in 10—say they no longer know who to trust online. The result? An online environment shaped by caution, confusion, and fragile confidence.
The Emotional Map of Consumers’ Digital Lives
Consumers rarely assess cyber risks rationally—they respond emotionally. Our latest data reveals a stark disconnect between what feels risky and what actually is. Familiar, routine, or seemingly low-risk activities often fly under the radar of concern, despite being prime entry points for cyber crime. Meanwhile, tasks that feel personal, unfamiliar, or media-hyped tend to trigger disproportionate fear. This emotional distortion leads to misplaced caution—leaving people exposed in the moments that matter most.
Explore the disconnect between perceived risk and actual threat →
The Opportunity for Telcos and Financial Service Providers
Consumers are increasingly aware of cyber threats, but many feel overwhelmed and ill-equipped to respond. According to our findings, 71% find cyber security too complex, which may help explain why 60% are unsure whether their devices are secure. This presents a critical challenge for service providers: protection strategies must bridge not only technical gaps, but psychological ones too. Even the most tech-savvy users need simple, proactive protection delivered by brands they already trust.
