E-commerce: 85% of Moroccan consumers worry about their personal data

The 2022 Stay Secure survey found that nearly nine in ten consumers (85%) want to know how their personal information will be protected before paying online?

It also emerges from this survey, launched by Visa and HPS Switch, that 78% of consumers said that the security of the payment methods offered on a merchant’s website was the main reason why they chose to pay online with their card rather than cash on delivery (COD).

A statement from Visa further highlights that ensuring that their payment data will be protected (preserving privacy) comes second (57% of consumers), while the price of goods or services is the least important consideration. (21%) for the choice of payment method.

The same trend was seen in-store, where consumers ranked the security of the merchant’s payment system (74%) as the most important factor when considering digital payment options to pay for goods and services, followed by by guarantees and return policies (64%) and safety and hygiene (39%).

More than three in five consumers surveyed have made a digital payment in the past month, and almost half of those surveyed are using more digital payments in-store – notably contactless – and online since the arrival of Covid-19.

The majority of consumers (77%) said they would switch stores or online shopping sites and apps depending on the payment methods offered by merchants, with most consumers indicating a strong preference for payments digital versus cash, says the survey, which also found that 34% of consumers prefer to use cash for tips in hotels, restaurants or tourist spots and public services.

And if the majority of consumers (68%) say they are confident in recognizing a fraud or a scam, a third of those questioned in Morocco still have difficulties in this area.

Data privacy and security are essential for consumers: What merchants can do A majority (85%) of respondents want to know how their personal information will be handled and protected before providing it to an e-commerce site.

Additionally, 81% said they would like to know how security technology works so they can trust digital payment methods in general, which reinforces the importance of consumer education by payments industry stakeholders. – financial institutions, payment companies and governments, to build consumer confidence in digital payments. Based on the survey results, merchants can take action to increase consumer confidence and improve the checkout experience.

This includes disclosing measures to protect consumers’ personal information, providing clear information on warranties and refund options, and displaying bank and payment partner logos/symbols.

Quoted in the press release, Leila Serhan, Senior Vice President and Group Country Manager for North Africa, the Levant and Pakistan of Visa, indicated that “the fact that consumers place more importance on security and confidentiality than price and transparency when it comes to the processing of their personal data, is an important element for merchants seeking to establish and maintain consumer confidence in their payment offers”.

And to add that “the fact that a third of consumers are still unable to identify potential fraud reinforces the need for all players in the payments ecosystem to continue to work together to ensure consumer protection. “.

“Now in its seventh year, our Stay Secure campaign continues to be an important platform for Visa and its partners to help educate consumers about payment security and support merchants in addressing the growing need for secure and transparent digital payments. , both in-store and online,” she said.

For her part, Hanae Ben Driss, Managing Director of HPS Switch, noted that in Morocco, the 2022 Stay Secure survey confirms the positive trend of consumers becoming more attentive to how their personal data is handled, especially more than fraud attempts have seen a sharp upsurge since the rise of e-commerce resulting from the pandemic”.


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