There is a significant gap between users’ concerns about mobile security and their knowledge about how to stay protected, according to a report by AdaptiveMobile.
According to the Global Security Insight in Mobile report, comprising 1,000 interviews with UK smartphone users in May 2011, mobile operators are more trusted than many other service providers, this trust hinges on those operators ensuring they can safeguard subscribers’ personal data and protect them from financial loss.
The report highlighted that operators risk serious reputational and financial damage if that trust is lost.
The biggest factor in building trust in a mobile operator is keeping personal details secure (73%), more important than service quality/ reliability (55%) and accurate billing (43%).
The report revealed that trust in operators is at risk if mobile security risks persist as users hold mobile network operators responsible for a variety of security issues including unexpected items on their bill (80%), SMS text phishing (69%), mobile spam (66%), malware & viruses (57%) and rogue applications (40%).
In addition, users are more concerned about the data and information stored on their phone (83%) and the possibility of identity theft (69%) than they are about the handset itself (48%).
The report highlighted that users are leaving themselves exposed to mobile security risks as 50% would open an SMS text message from someone they don’t know, 36% would open an email on their mobile from someone they don’t know and 32% save log-in information such as passwords on their device.
Further, 67% of mobile users would like more information from their mobile network operator on how to protect themselves from mobile security threats.
AdaptiveMobile chief operations officer Gareth Maclachlan said with mobile subscriptions hitting five billion and global smartphone penetration now at 20%, cyber criminals are shifting their focus away from traditional PC-based scams towards the mobile world.
"Whilst there is evidence that smartphones have reduced levels of customer churn, how operators now respond to the increasingly sophisticated security landscape to safeguard their subscribers’ data will determine whether their customer relationships can continue to be characterised by trust and loyalty," Maclachlan said.
"As trusted providers, customers are looking to their mobile operator to lead the way with mobile security, providing guidance and education as well as protecting their data and wallet."
