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Research Report

The Fraud Experience: A Key Banking Relationship Differentiator 

This new report from Cornerstone Advisors, commissioned by Quavo Fraud & Disputes, explores the fraud experiences of 2,000 U.S. consumers and highlights how fraud resolution is a critical driver of trust, card usage, and long-term banking relationships. While most industry research focuses on fraud prevention, this study is the first to quantify the impact of the resolution experience itself. The results are striking.  

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What You'll Learn in This Report

  • Fraud identification/detection and final decision/resolution received the highest consumer satisfaction scores, with 60% reporting that issuers responded within minutes or hours  
  • Provisional credit issuance and investigation/documentation were rated lowest, with more than 40% signaling they were not given temporary credit during the investigation 
  • While 53% of cardholders indicated that real-time status updates helped to improve their fraud resolution experience, 32% said the capability wasn’t available to them  
  • Consumers who experienced positive fraud resolution expressed stronger trust, were more likely to continue using their cards, and were less likely to switch institutions 
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About Cornerstone Advisors

At Cornerstone Advisors, our goal is to deliver tangible business impact to financial institutions and fintechs. We know that when institutions improve their strategies, technology, and operations, enhanced financial performance naturally follows. Because we live by the philosophy that businesses can’t improve what they don’t measure, we show banks and credit unions how to use laser-focused measurement to make smarter technology decisions.