SAFETY AND SECURITY

Consumer Social
Intelligence Report 2023

Thailand    |   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 Thai 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 Blognone.com, It24hrs.com, bangkokpost.com
Forums including Aseannow.com, Pantip.com, Teakdoor.com

Data
Volume

Consumer conversations were measured in volume of mentions


51.5k 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.

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The information in this document is confidential and proprietary to Mastercard and may not be disclosed to any third party or used by Company or its affiliates for any purpose other than to evaluate the business terms and conditions of the possible arrangement described in this document. Information in this document or in any report or deliverable provided by Mastercard in connection with the possible arrangement relating to the projected impact on the Company’s financial performance, or the results that the Company may expect generally are estimates only. No assurances are given that any of these projections, estimates or expectations will be achieved, or that the analysis provided is error-free