Do Consumers Really Bail On Breached Merchants?

Conventional wisdom is that when a retailer suffers a breach their customers leave and do not come back. As a result, this threat is what a lot of retail CISOs point to as one of the primary reasons for beefing up information security.

But is that threat real? Do consumers really leave retailers that have been breached?

That is what the Merchant Acquirer’s Committee (MAC) and Dr. Brandon Williams decided they needed to find out. On Tuesday, January 26, 2016, they released the results of their survey they conducted of consumers and their attitude toward retailers that had been breached. I got to speak with Dr. Williams just before the release of the report to discuss what the survey found regarding the issues of retailer breaches.

The good news for retailers that get breached is that while customers tend to avoid a retailer immediately after the announcement of a data breach, those customers eventually return. I was particularly surprised that even with the multiple Michael’s breaches within two years of one another, most customers came back to them.

In discussing this behavior with Dr. Williams, we both came to the conclusion that this behavior was most likely driven by the fact that, unless a consumer suffers identity theft or a loss of money, a breach did not create an incentive for customers to leave a retailer permanently. Yes, a customer most likely received a new credit/debit card because of a breach. Yes, that new card likely created some hassles due to any recurring payments tied to that card. But in the end for most customers, if there was no harm to them therefore there was no foul to the retailer.

My only concern with the results of this study are that it will give some merchants the idea that since a breach does not impact their business they can therefore avoid truly complying with the PCI standards. However, I would remind everyone that their Merchant Agreement contractually obligates them to comply with all relevant PCI standards. So while a breach might temporarily affect business revenue, a breach definitely puts the business on the hook for any fines and penalties levied by the card brands or transaction processors and the costs of any resulting lawsuits. As a result, there should be significant justification for complying with all of the relevant PCI standards.

The full report can be obtained from the MAC web site here.

1 Response to “Do Consumers Really Bail On Breached Merchants?”

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January 2016


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