Lloyds Banking Group is one of the world’s oldest and most well-regarded financial institutions. The customer demographic is wide and mature, with a large share of older and wealthy customers.
Keeping customers safe from cyber-crime is a high priority but educating customers about the risks they face is a challenge. We were asked to run a Discovery phase of research, to explore the route to generate best in class education.
As with all Discoveries, we used mixed methods of primary and secondary research.
Techniques included voice analytics of calls to the fraud team, call centre colleague triad interviews, quantitative surveys and focus groups with customers.
We paid home visits to interview victims of cyber-crime, as well as expert interviews with City of London Police and behavioural economists.
Over a four-month period, we gathered evidence that highlighted the weaknesses in customer knowledge of cyber-crime and the core challenges to overcome of educating customers.