Thales has released its 2025 Digital Trust Index – Consumer Edition, showing that people around the world are losing trust in digital services. The study asked over 14,000 people in 14 countries how they feel about sharing personal data online and what affects their trust in companies.
Most Industries See Drop in Trust
Out of 13 different sectors, only banking, insurance, and government kept their trust levels steady or saw a small increase. But even in those sectors, the trust remains low. Not a single sector earned trust from more than half the people surveyed.
Data Breaches Are Driving People Away
In the past year, 19% of people said someone told them their personal data had been exposed. Because of this, a huge 82% of people stopped using a brand or service due to privacy worries.
Banking Still Most Trusted, But Not by Gen Z
Banking remains the most trusted industry overall. Older people (over 55) trust banks the most, with 51% saying they feel safe. But only 32% of Gen Z (ages 16 to 24) trust banks with their personal data.
Government Trust Is Slowly Rising
Trust in government services went up slightly, from 37% last year to 42% this year. That’s the only sector to see an increase.
People Want More Control Over Their Data
Most people (86%) want some kind of control or rights over how their data is used. Still, 63% feel they’re the ones who have to take all the steps to protect their data, which they find unfair. A third of people said they only gave personal data because it was required to use a service—not because they trusted the company.
Bad Online Experiences Push People Away
Many shoppers online feel frustrated. One in three mentioned problems caused by bots, like being kicked out of online queues, sudden price changes, or slow websites.
People Want Better Tech to Feel Safe
Even though trust is falling, people are clear about what they want. Around 64% said they would trust a company more if it used better technology like face ID, fingerprint login, two-step verification, or AI in a responsible way.
What This Means for Companies
John Tolbert, a cybersecurity expert, says businesses can fix this trust problem. They just need to use better tools to protect data and make things easier for customers—without asking them to do all the work.
