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SUMMARY
Overview
Javelin's Card Issuers' Identity Safety Scorecard ranks issuers on their
cardholder-facing identity fraud Prevention, Detection and Resolution™
capabilities. Leveraging the nation's most comprehensive study on identity
fraud, Javelin annually updates the Prevention, Detection and Resolution
™ criteria to measure issuers on their consumer-facing security
features. The scorecard is based on these particular capabilities for the
following key reasons: 1) consumer perceptions of identity fraud profoundly
impact an issuer's brand image and reputation; 2) effective partnerships with
customers mitigate fraud and reduce losses; and 3) successful results create
enhanced customer loyalty and retention. The nation's top 25 credit card
issuers were ranked on the services and measures they have implemented in
partnership with customers to protect against identity fraud.
Primary Questions
- Which card issuers lead in customer-facing identity fraud Prevention,
Detection, and Resolution efforts?
- How can issuers increase customer safety and reduce fraud costs while
driving profitability through higher acquisition, selection and loyalty?
- What security services and features are the trends of the future?
TABLE OF CONTENTS
- Overview
- Primary Questions
- Key Findings
- Introduction
- Executive Summary
- Average Issuer Scores for Major Fraud Mitigation Categories
- Recommendations
- Prevention
- Detection
- Resolution
- Security Education Efforts Strengthened; but Customer Potential for
Fraud Prevention Overlooked
- Detection
- Issuers Neglect to Provide Detection Features Most Desired by Customers
- Alerts for Changes to Personal Information Lacking
- Resolution
- 100% of Issuers Provide Dedicated Fraud Resolution Teams, Relevant
Resolution Information for Victims, Zero Liability, and 24/7 Account
Suspension
- 2008 and Beyond: What's Next for Issuers?
- Methodology
- Appendices A to F
Table of Figures
- Figure 1: Percentage of All Issuers Meeting Criteria
- Figure 2: Overall Category Average Scores
- Figure 3: Top Seven Rankings: Overall Highest Scoring Issuers
- Figure 4: Overall Identity Fraud Scores for Issuers Ranked Seven to 20
- Figure 5: Top Six Rankings: Individual Prevention Scores
- Figure 6: Individual Prevention Scores for Card Issuers Ranked Seven to
Seventeen
- Figure 7: Percentage of Issuers Meeting Prevention Criteria
- Figure 8: Top Six Rankings: Individual Detection Scores
- Figure 9: Individual Detection Scores for Card Issuers Ranked Seven to
Fifteen
- Figure 10: Percentage of Issuers Meeting Detection Criteria
- Figure 11: Percentage of Card Issuers Offering Personal Information Alerts
- Figure 12: Top Scoring Issuers in Resolution
- Figure 13: Individual Resolution Scores for Issuers Ranked Second Through
Fifth
- Figure 14: Percentage of Card Issuers Meeting Resolution Criteria
- Figure 15: Credit Card Issuers Evaluated for Identity Fraud Safety Features
- Figure 16: How Prevention, Detection and Resolution™ Mitigate Fraud
- Figure 17: Card Issuers' Scores Based on Customer-Facing Identity Fraud
Prevention, Detection and Resolution™ Features and Services
- Figure 18: Card Issuers' Prevention Features and Services
- Figure 19: Card Issuers' Prevention Features and Services: UDLAPS
- Figure 20: Card Issuers' Detection Features and Services:
- Figure 21: Card Issuers' Detection Features and Services:
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