BOSTON--(BUSINESS WIRE)--Following a year of progress and forward momentum to digitize nearly every transaction during the COVID-19 pandemic, more than 4 in 5 U.S. adults (81%) say they feel secure making financial transactions online.
A new survey released today from Notarize, the pioneer and market leader in Remote Online Notarization (RON), and conducted online by The Harris Poll, examined consumers' attitudes and experiences when it comes to making transactions online, particularly over the last year, as well as the role technology plays in making consumers feel safe in the process. The data feature insights from more than 2,000 consumers and provide a better understanding of the generational gaps in what, exactly, provides consumers peace of mind when adopting digital solutions.
Key findings of the data include:
Authentication and identity verification services make Americans feel secure making transactions online.
- Today, 90% of people complete financial transactions online, including 86% of those older than 65. About half of U.S. adults who’ve completed financial transactions online say two-factor authentication (51%) or security questions (48%) make their online financial transactions feel most safe and secure.
A reverse ‘generational gap’ exists in what makes people feel their financial transactions are safe and secure.
- Overall, consumers 45 to 54 years old feel the most secure completing online financial transactions (87%), compared to 79% of younger adults aged 18 to 34.
- For younger Americans (age 18-34), it’s the ability to talk to customer service by phone or online (53%) that makes their online financial transactions feel most safe and secure, while the more secure 45-54 year old Americans say it’s two-factor authentication (56%) and security questions (46%) that make their online financial transactions feel most safe and secure.
There are predictable correlations between age and both awareness and adoption of digital solutions to notarize documents.
- When it comes to online notarization, awareness is highest among younger generations and adoption drops off significantly among older Americans. Only 3% of Americans 65 and older have ever used an online notary — compared to a quarter of those 18 to 34 years old (26%) and 35 to 44 years old (25%) — while 89% of the older age group didn’t even know that was an option.
In a ‘click-to-buy’ world, friction in the transaction process provides consumers peace of mind.
- 79% of Americans agree notarizing a document provides them with peace of mind because their identity will be verified. When making financial transactions, among those who do, only 19% say a limited number of steps helps them to feel secure, such as only answering one security question or providing only one form of identification.
Consumers are rethinking traditional processes and increasingly desiring and seeking out digital-first options.
- In the case of notarizations, getting a document notarized is one of the most traditional, in-person processes you can go through, and the majority of consumers agree (68%) that they wish there were an easier, faster way to get a document notarized and 59% believe the traditional way of getting a document notarized is outdated/hasn’t kept up with the times.
“Even the most traditional, in-person transactions have quickly shifted online and as a result consumers are rethinking every facet of how they conduct sensitive financial transactions digitally,” said Pat Kinsel, Founder and CEO of Notarize. “The data confirm what we at Notarize know to be true - people trust digital transactions, but still want safety and security throughout the process and are willing to go through the extra steps to give them peace of mind that their transactions are verified and safe. The takeaway for businesses is to make sure you enable technology that provides ease, speed and security if you want to keep your customers coming back.”
The survey was conducted online by The Harris Poll on behalf of Notarize from June 17-21, 2021 among 2,083 U.S. adults ages 18+. Results were weighted where necessary to bring them into line with their actual proportions in the population. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated.
Notarize is the first platform to enable thousands of people each day to sign and notarize documents online. From adopting a child to buying a home, Notarize builds trusted products and services that support and bring trust to life's most important moments. For more information, visit notarize.com.