SAFETY AND SECURITY
Consumer Social
Intelligence Report 2023
Malaysia | 01 Aug 2023 - 30 Sept 2023
Report Objective
The Safety and Security Consumer Social Intelligence Report utilises social big data to provide consumer insights on safety and security concerns regarding financial payments involving Southeast Asian banks and card issuers. This includes identifying trends, needs, and pain points.
Data
Collection
Introduction
Searches were created to capture online conversations focused on safety and security in the context of payments (credit cards, debit cards, digital wallets, etc.). The search query was used to gather social media posts on a wide variety of topics related to safety and security themes in the area of payments.
This includes news articles and social media conversations about scams and fraudulent acts, consumer concerns about security, and initiatives taken by banks and other institutions to combat fraud.
Languages: The conversations conducted in both Malaysian and English were analysed.Filters were utilised to decrease the amount of spam and low-quality content.
The research was done by analysing publicly available online conversations from the following channels:
Online News/Blog including lowyat.net, Amanz.my, malaysiakini.com
Forums including Forum.lowyat.net, carigold.com/forum
Data
Volume
Consumer conversations were measured in volume of mentions
9K mentions
about digital payment safety and security were gathered
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Introduction
Searches were created to capture online conversations focused on safety and security in the context of payments (credit cards, debit cards, digital wallets, etc.). The search query was used to gather social media posts on a wide variety of topics related to safety and security themes in the area of payments.
This includes news articles and social media conversations about scams and fraudulent acts, consumer concerns about security, and initiatives taken by banks and other institutions to combat fraud.
The research was done by analysing publicly available online conversations from the following channels:
Forums including Forum.lowyat.net, carigold.com/forum
Data
Volume
Consumer conversations were measured in volume of mentions
9K mentions
about digital payment safety and security were gathered
Key Topics
Additional topics were created to focus on specific aspects of the safety and security conversations.
These conversations were segmented into categories and subcategories based on key topics of interest to facilitate the analysis of trends and key themes. The topics selected for deeper analysis are as follows (with examples):
Includes conversations where specific payment methods are mentioned, for example, credit cards or digital wallets.
Subcategories: Credit Cards, Debit Cards, Digital Wallets, Online Bank Transfer, Card-not-present, Prepaid Cards.
Includes conversations related to specific fraud methods such as phishing, general concerns about cards if they are lost or stolen, and also generic mentions of payment fraud.
Subcategories: Identify Theft & Phishing, Lost/Stolen cards, Card Cloning, Generic/Other Fraud
Includes conversations related to the actions banks, institutions, and consumers are taking to protect against fraud, such as improving data privacy and other measures to prevent fraud.
Subcategories: Secured Payment Methods, Data Privacy, Fraud Response & Resolution, Consumer Education & Awareness
Topics Excluded:
The ‘Safety and Security’ search query includes a broad range of payment-related topics. Many of the conversations included in the main search won’t feature in the categories listed above for a deeper analysis. The leading search also includes announcements from banks and other institutions about safety and security themes, public customer interactions related to payments, consumers discussing general safety concerns, consumer conversations about other payment methods (e.g. cryptocurrency), conversations about ATMs and cash payments, discussions about phone and app safety features, card usage or payment problems and fees.
Search definitions for the main query and subcategories are periodically reviewed and updated to reflect new terms (e.g. new types of scams), so volumes will change.
In line with the terms and conditions of the social networks from where much of the data is gathered, if a user deletes a post or an account is deleted/suspended their posts also need to be removed from the online platform. Therefore, there will always be some slight variance in numbers shown in charts in a written report vs a dashboard view.
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