Survey Reveals Declining Trust in Digital ID Services

The 2025 Thales Digital Trust Index reveals a noticeable decline in global consumer trust across digital services. The study, encompassing over 14,000 consumers across 14 countries, indicates that no sector achieved a trust rating greater than 50%, underscoring widespread scepticism towards personal data handling practices in the digital domain.

The finance sector, traditionally viewed as a stronghold of trust, maintained its leading position. However, a generational divide is evident, with trust levels among Gen Z consumers (aged 16–24) dropping to 32%, compared to 51% among those over 55. Government services experienced a modest trust increase, rising from 37% to 42% over the past year.

Privacy concerns are a significant factor influencing consumer behaviour. The report highlights that 82% of consumers abandoned a brand in the past year due to apprehensions regarding personal data usage. Furthermore, 86% expect explicit data privacy rights from online interactions, with 63% feeling that the responsibility for personal data protection is disproportionately placed on them. Only 34% trust organisations to handle their data sensibly.