Banks Face Cybersecurity Trust Gap as Customers Seek More Transparency

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Banks are facing a widening trust gap when it comes to cybersecurity communication, according to a new report from Accenture. While most banking institutions believe they are clearly conveying their cybersecurity efforts, customers disagree — a misalignment that could put both reputations and client relationships at risk.

In a global survey conducted by Accenture in October, involving 600 cybersecurity executives from banks with over $50 billion in assets and 1,400 consumers across 17 countries, 85% of customers said that transparent communication about cybersecurity is essential.

Yet only 28% rated their bank highly for delivering such information. Valerie Abend, Accenture’s global financial services cybersecurity lead, noted that many banks still rely on static web pages with basic information — a strategy that no longer meets customer expectations.

 Some banks are moving toward better practices by offering more detailed online content, such as explanations of cloud protection strategies and security models like zero trust.

However, the most advanced institutions are engaging customers more proactively — sending real-time messages within banking apps, offering cybersecurity tips and scores, and hosting dedicated webinars for retail and business clients.

Some are even integrating trust messaging into marketing campaigns and podcasts, highlighting security as a customer value proposition.

“The best banks are embedding cybersecurity into the front end of their strategic priorities,” said Abend, adding that top-performing institutions are also investing in educating their staff, customers, and third-party partners to recognize and mitigate threats. 

But this elite group makes up just 10% of the market, leaving ample opportunity for others to catch up. 

One of the biggest gaps identified involves third-party security. While customers generally trust their bank with personal data, that trust does not extend to the vendors and service providers banks rely on.

According to Abend, the majority of security breaches occur through third parties — a challenge exacerbated by the complexity and scale of these external relationships. “Customers won’t care who’s responsible if there’s a breach,” she said. “They’ll hold the bank accountable.”

The rise of AI-powered threats also poses new challenges. Many bank cybersecurity teams are struggling to keep pace with the speed at which bad actors are using artificial intelligence for fraud and attacks.

 Abend stressed the need for banks to adopt AI themselves — not only to defend their systems but also to educate their internal teams and partners about emerging AI threats. She cited examples of advanced banks using dark web monitoring and immediate internal training updates to stay ahead of new deepfake tactics.

As financial institutions increase their reliance on technology and artificial intelligence, Abend emphasized that customer trust in cybersecurity must become a core strategic priority — one that spans across systems, vendors, and touchpoints, not just within the bank's internal walls.