Consumer Social Intelligence Safety and Security Report 2024
Key Opportunities
Indonesia (EN) | 01 Oct 2023 - 31 Mar 2024
1. Reassure consumers about the safety of using contactless debit cards
Addressable Insight:
The popular X account (1.9M followers) posted a screenshot of a consumer defrauded of 60 million Rupiah. The post suggested contactless debit cards facilitated the fraud and urged followers not to upgrade to a bank’s contactless debit card (4.6K reposts). Responses to the post recommended turning off the contactless payments feature in the bank’s app. The responses to the post suggested multiple demographics were susceptible to being sceptical about contactless cards.
Action Items:
Banks should consider email marketing and social media campaigns to educate customers on the security of contactless cards. Content would demonstrate the in-built security features of contactless debit cards and assure customers about their rights and protection if the card were to be misused. Limits on contactless payments could also be communicated.
Key Message
Use contactless debit cards with confidence.
Proposed Actions
Banks and financial institutions can educate consumers on how safe contactless debit cards and transactions are. Content could showcase the built-in security measures of contactless debit cards and reassure customers about their rights and protection in the case of misuse.
2. Educate consumers about reporting fraud to relevant government agency
Addressable Insight:
In discussions on online fraud, multiple consumers shared stories of them falling victim to scams. One victim shared that they reported the fraud on cekrekening.id (Official Crime Prevention Service Channel from the Ministry of Communication and Information Technology of the Republic of Indonesia) after meeting with an incident of a fraudulent loan app scam.
Action Items:
Banks should consider email marketing and social media campaigns to educate customers on reporting fraud on cekrekeining.id. Content would be teaching them about how to report fraud on cekrekening.id and the scenarios in which they can report the fraud.
Key Message
Use cekrekening.id to report accounts that indicate crimes such as online fraud, fictitious investments, extortion, online prostitution, online gambling, terrorism and others.
Proposed Actions
Banks and financial institutions can educate consumers on how to report fraud on cekrekening.id. They can also provide guidance on how to use the portal and scenarios for which fraud can be reported.
