Abstract
Overview
The Javelin Card Issuers' Identity Safety Scorecard benchmarks 25 of the
nation' s top credit card issuers on their identity fraud protection features
that involve customers. Each year, Javelin incorporates the latest results of
its annual surveys on identity fraud and consumer preferences, so that the
Prevention, Detection and Resolution™ criteria reflect card features
that address the most recent trends on how to most effectively battle identity
fraud in the card portfolio. The objective of the scorecard is to assess how
well issuers are doing the following: 1) addressing consumer perceptions and
knowledge of identity fraud through effective education and outreach; 2)
creating strong partnerships with customers to mitigate fraud and reduce
losses; and 3) providing flexible and comprehensive fraud prevention and
detection features to their customers.
Primary Questions
- Which card issuers are security leaders in consumerfacing identity fraud
Prevention, Detection, and Resolution capabilities?
- Which customer-facing card features should issuers have in place to combat
the latest identity fraud threats?
- How can issuers increase fraud protection for their customers, improve
fraud loss percentages, and strengthen customer loyalty?
- What security services and features are the trends of the future?
Methodology
Javelin conducted rigorous and comprehensive research on consumer-facing
identity fraud Prevention, Detection and Resolution features. Javelin ranked
25 of the nation' s top credit card issuers on the services and measures they
have implemented in partnership with consumers to protect against identity
fraud. It analyzed data supplied by the issuers' customer service
representatives (CSRs) and consulted information available on card issuers'
Web sites. Javelin researchers validated the process with firsthand reviews of
actual features in selected cases. The research employed a multi-disciplinary
approach: statistical analysis, review of features and policies on card issuer
websites, and mystery shopping with multiple senior level customer service
representatives. The prevention and detection categories were weighted more
heavily than resolution due to the greater potential benefits and cost savings.
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