カード会社の識別安全性スコアカード（2008年）：詐欺対策のための口座管理のカスタマイズと顧客ロイヤルティの強化

Abstract

Overview

The Javelin Card Issuers' Identity Safety Scorecard benchmarks 25 of the nation' s top credit card issuers on their identity fraud protection features that involve customers. Each year, Javelin incorporates the latest results of its annual surveys on identity fraud and consumer preferences, so that the Prevention, Detection and Resolution™ criteria reflect card features that address the most recent trends on how to most effectively battle identity fraud in the card portfolio. The objective of the scorecard is to assess how well issuers are doing the following: 1) addressing consumer perceptions and knowledge of identity fraud through effective education and outreach; 2) creating strong partnerships with customers to mitigate fraud and reduce losses; and 3) providing flexible and comprehensive fraud prevention and detection features to their customers.

Primary Questions

• Which card issuers are security leaders in consumerfacing identity fraud Prevention, Detection, and Resolution capabilities?
• Which customer-facing card features should issuers have in place to combat the latest identity fraud threats?
• How can issuers increase fraud protection for their customers, improve fraud loss percentages, and strengthen customer loyalty?
• What security services and features are the trends of the future?

Methodology

Javelin conducted rigorous and comprehensive research on consumer-facing identity fraud Prevention, Detection and Resolution features. Javelin ranked 25 of the nation' s top credit card issuers on the services and measures they have implemented in partnership with consumers to protect against identity fraud. It analyzed data supplied by the issuers' customer service representatives (CSRs) and consulted information available on card issuers' Web sites. Javelin researchers validated the process with firsthand reviews of actual features in selected cases. The research employed a multi-disciplinary approach: statistical analysis, review of features and policies on card issuer websites, and mystery shopping with multiple senior level customer service representatives. The prevention and detection categories were weighted more heavily than resolution due to the greater potential benefits and cost savings.

Table of Contents

• Overview
• Methodology
• Executive Summary
  • Cardholders are Key to Account Security
  • Average Issuer Scores for Major Fraud Mitigation Categories
  • Recommendations
    • Prevention
    • Detection
    • Resolution
• Overall Category Winners
• Prevention
  • Robust Authentication Must Extend to All Channels
  • Lack of Strong Phone Authentication an Increasing Source of Exposure
• Detection
  • Issuers Are Making Good Strides in Offering Customer Alerts
  • Alerts for Changes to Personal Information Lacking
• Resolution
  • 100% of Issuers Provide Dedicated Fraud Resolution Teams, Relevant Resolution Information for Victims, Zero Liability, and 24/7 Account Suspension
• 2009 and Beyond: What' s Next for Card Issuers?
• Related Research
• Javelin' s Prevention, Detection and Resolution™ Model
• Appendices A to F

Table of Figures

• Figure 1: Credit Card Issuers Evaluated for Identity Fraud Safety Features
• Figure 2: Average Criteria Met By Issuers
• Figure 3: Overall Category Average Scores
• Figure 4: Top Six Rankings: Overall Highest Scoring Issuers
• Figure 5: Overall Identity Fraud Scores for Issuers Ranked Eighth to Twenty-Fifth
• Figure 6: Top Seven Rankings: Individual Prevention Scores
• Figure 7: Individual Prevention Scores for Card Issuers Ranked Tenth to Twenty-Fifth
• Figure 8: Percentages of Issuers Meeting Prevention Criteria
• Figure 9: Percentages of Issuers Meeting Prevention Criteria for Security Education and UDLAPs
• Figure 10: Top Nine Rankings: Individual Detection Scores
• Figure 11: Individual Detection Scores for Issuers Ranked Tenth through Twenty-Fifth
• Figure 12: Percentages of Issuers Meeting Detection Criteria
• Figure 13: Percentages of Card Issuers Offering User-Defined Transaction Alerts
• Figure 14: Top Scoring Issuers in Resolution
• Figure 15: Individual Resolution Scores for Issuers Ranked Eighth Through Twenty-Five
• Figure 16: Percentages of Card Issuers Meeting Resolution Criteria
• Figure 17: How Prevention, Detection and Resolution™ Mitigate Fraud
• Figure 18: Card Issuers' Scores Based on Customer-Facing Identity Fraud Prevention, Detection and Resolution™ Features and Services
• Figure 19: Card Issuers' Prevention Features and Services
• Figure 20: Card Issuers' Prevention Features and Services: Security Education and Tips and UDLAPS
• Figure 21: Card Issuers' Detection Features and Services: User-defined Transaction Alerts
• Figure 22: Card Issuers' Detection Features and Services: Personal Record Change Alerts
• Figure 23: Card Issuers' Resolution Features and Services