WILMINGTON, Del., Sept. 30, 2025 (GLOBE NEWSWIRE) — A new report from Cornerstone Advisors, “The Fraud Experience: A Key Banking Relationship Differentiator,” commissioned by Quavo Fraud & Disputes, uncovers that the fraud resolution experience is a critical driver of consumer 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 and the results are striking. The average consumer rated their fraud experience a C (76/100), with just 8% awarding an A and fully 25% giving a D or F.
“Fraud has become an unfortunate reality of everyday banking,” said Ron Shevlin, Chief Research Officer at Cornerstone Advisors. “How issuers handle fraud resolution has a direct impact on cardholder trust and loyalty, however. Institutions that treat resolution as a customer experience priority—and not just a back-office process—can see significant improvements in customer satisfaction and future relationship growth.”
The 2025 survey captured feedback from over 2,000 U.S. consumers with checking accounts or credit cards …