New Zealand
New Zealand New Zealand
Consumers make most of their payments by internet banking
  • 74%
  • 70.5%
  • 54.5%
  • 46.5%
  • 39.6%
  • 40.7%
  • A higher percentage make payments via internet banking to banks and insurance companies, telcos, and retailers, respectively, compared to the regional average
  • Impact: Anti-fraud capabilities critical to the increased digital transaction frequency and customers’ trust in banks
Australia Australia
Consumers are most satisfied with the post-fraud service of banks and insurances companies
  • More than 70% satisfaction rate compared to 59.7% on average
  • Impact: Increased trust in BFSIs
Indonesia Indonesia
Consumers that encountered most fraud incidents in the past 12 months

AP Average

  • 49.8% have experienced fraud at least once compared to 34.7% on average
  • Impact: Overall anti-fraud capabilities need improvement
Singapore Singapore
Consumers have the highest trust towards government
AP Average
  • 75.5% choose government agencies, compared with 51.7% on average
  • Impact: Trust of personal data protection is centered around government agencies
Vietnam Vietnam
Consumers encountered most fraud incidents in retail and telco during the past 12 months
  • 55%
  • 54.5%
  • 32.8%
  • 35.2%
  • 55% and 54.5% have experienced fraud at least once in retail and telco, respectively, compared to 32.8% and 35.2% on average
  • Impact: Overall anti-fraud capabilities need improvement
Thailand Thailand
Most Thai consumers believe speed and resolution are severely lacking (response/ detection speed toward fraud incidents)
AP Average
  • 60.5% think it is most important, compared to 47.7% on average
  • Impact: Response time as one of key factors to fraud management to retain customers and gain their trust
India India as standalone
Consumers have the largest number of shopping app accounts in the region
  • Average of three accounts per person
  • Impact: Highest exposure to online fraud
Hong Kong
Hong Kong Hong Kong
The least percentage of consumers with high satisfaction level toward banks and insurance companies’ fraud management
AP Average
  • Only 9.7% are most satisfied compared to 21.1% on average
  • Impact: effective response towards fraud incidents to be improved
China China
Consumers are the most tolerant toward submitting and sharing of personal data
AP Average
  • 46.6% compared to the AP average of 27.5% are accepting of sharing personal data of existing accounts with other business entities
  • Impact: higher exposure of data privacy and risk of fraud
Japan Japan as standalone
Consumers most cautious on digital accounts and transactions
50.7% Actively maintain digital accounts’ validity
27% AP Average
45.5% Do not do online bank transfers
13.5% AP Average
  • More than 70% did not encounter fraud incidents in past 12 months, compared to 50% on average
  • Impact: Relatively low risk of fraud

People-led debt collections – Why putting customers first is more important than ever

People-led debt collections – Why putting customers first is more important than ever

The Covid-19 pandemic has had a dramatic impact on the financial wellbeing of many consumers and businesses. The increased financial pressure and hardship some customers faced and may still be facing increase the risk of debt accumulation and missed payments, leading to increased volumes for collections teams.


Furthermore, as payment holidays and various Government support programs ended, businesses need to understand:

  • Who can afford to start paying their credit agreement again?
  • Who could afford to pay some of their credit agreement back?
  • Who requires an extension to their payment holiday?
  • Who is already close to delinquency and needs help?


Understanding the size of the problem and having the right tools and processes in place helps protect customers and businesses.


In this paper we explore the strategies needed to prepare for, and mitigate, the impact of rising arrears on collections processes. We’ll navigate the causes of change, the challenges these are presenting and the benefits which could be recognised from implementing certain strategies.


To learn more, download our ‘People-led debt collections’ whitepaper by completing the form below.

Create personalised experiences that give customers the support they need and deserve

Optimise your debt collections process with Experian PowerCurve Collections

Read full article

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By Experian 07/02/2021

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202106 Experian People-led Debt Collections Whitepaper

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