The level of public trust in technology services in Southeast Asia turns out to be conditional. According to a new study titled "Southeast Asia Consumer Tech Trust Score" released by Vero and Kadence International, crucial sectors such as online banking and digital payments are at the top as the most trusted services. However, these sectors are also the most vulnerable to being abandoned by consumers when system disruptions or personal data breaches occur.
The study, which involved 3,000 respondents in six Southeast Asian countries—including Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam—showed that online banking recorded the highest trust score at 81.7, followed by digital payments at 80.4. Nevertheless, the report reveals a crucial fact that more than half of the respondents stated they are ready to immediately stop using the service if they experience a serious security incident.
In Indonesia, the company's track record is the main determining factor of public trust, even surpassing regulatory compliance or government certification. As many as 43 percent of local respondents feel that concrete proof of a portfolio and a clean track record are the most valid indicators before trusting a technology platform. On the other hand, consumers' biggest concerns are still dominated by the issue of personal data misuse (49.5 percent) and the threat of cyber fraud.
Responding to these findings, Vero Indonesia Strategist, Fuad Arrasyid, explained that high public expectations demand that service providers prioritize transparency and accountability. According to him, when a security incident occurs, honest communication patterns and swift problem resolution are the keys to ensuring companies do not lose their user base.
Another interesting finding from this research shows an anomaly in the social media sector. Social networking platforms recorded the highest daily usage rates in the Southeast Asian region, yet ranked at the bottom in terms of consumer trust. This condition contrasts with the digital financial sector, which has successfully combined high usage rates with a strong reputation, albeit at the cost of extremely low error tolerance from its users.
