2008 Card Issuers' Identity Safety Scorecard: Customizing Account Controls to Fight Fraud and Strengthen Customer Loyalty

Table of Contents

• Overview
• Methodology
• Executive Summary
  • Cardholders are Key to Account Security
  • Average Issuer Scores for Major Fraud Mitigation Categories
  • Recommendations
    • Prevention
    • Detection
    • Resolution
• Overall Category Winners
• Prevention
  • Robust Authentication Must Extend to All Channels
  • Lack of Strong Phone Authentication an Increasing Source of Exposure
• Detection
  • Issuers Are Making Good Strides in Offering Customer Alerts
  • 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
• 2009 and Beyond: What' s Next for Card Issuers?
• Related Research
• Javelin' s Prevention, Detection and Resolution™ Model
• Appendices A to F

Table of Figures

• Figure 1: Credit Card Issuers Evaluated for Identity Fraud Safety Features
• Figure 2: Average Criteria Met By Issuers
• Figure 3: Overall Category Average Scores
• Figure 4: Top Six Rankings: Overall Highest Scoring Issuers
• Figure 5: Overall Identity Fraud Scores for Issuers Ranked Eighth to Twenty-Fifth
• Figure 6: Top Seven Rankings: Individual Prevention Scores
• Figure 7: Individual Prevention Scores for Card Issuers Ranked Tenth to Twenty-Fifth
• Figure 8: Percentages of Issuers Meeting Prevention Criteria
• Figure 9: Percentages of Issuers Meeting Prevention Criteria for Security Education and UDLAPs
• Figure 10: Top Nine Rankings: Individual Detection Scores
• Figure 11: Individual Detection Scores for Issuers Ranked Tenth through Twenty-Fifth
• Figure 12: Percentages of Issuers Meeting Detection Criteria
• Figure 13: Percentages of Card Issuers Offering User-Defined Transaction Alerts
• Figure 14: Top Scoring Issuers in Resolution
• Figure 15: Individual Resolution Scores for Issuers Ranked Eighth Through Twenty-Five
• Figure 16: Percentages of Card Issuers Meeting Resolution Criteria
• Figure 17: How Prevention, Detection and Resolution™ Mitigate Fraud
• Figure 18: Card Issuers' Scores Based on Customer-Facing Identity Fraud Prevention, Detection and Resolution™ Features and Services
• Figure 19: Card Issuers' Prevention Features and Services
• Figure 20: Card Issuers' Prevention Features and Services: Security Education and Tips and UDLAPS
• Figure 21: Card Issuers' Detection Features and Services: User-defined Transaction Alerts
• Figure 22: Card Issuers' Detection Features and Services: Personal Record Change Alerts
• Figure 23: Card Issuers' Resolution Features and Services