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1、Survey2024 Scams Impact Survey:SpainInvestigating the impact of authorized push payment (APP)fraud/scamsFICO Proprietary ResearchConducted July 2024,published October 20242As real-time payments(RTP)grow in Spain,can you effectively balance protection and customer experience?In Spain,real-time paymen

2、ts(RTP)services continue to impact the payments landscape.Most Spanish consumers have used RTP,and many have formed opinions about its utility and security.Additionally,more are experiencing scams and reporting losses than a year ago.A vast majority of Spanish consumers have sent and received RTP,an

3、d they are experiencing scams and losses as their usage increases.Perceptions about RTP security are changing,with more consumers feeling they are comparably safe to credit cards,yet an increasing number of individuals are reporting scam losses to their banks.A majority of Spanish consumers say the

4、top two ways their banks can protect them better from scams are through improved fraud detection and more notifications about known or emerging scams.Read this report for a deeper look at how Spanish consumers are using RTP,experiencing scams and losses,and changing their opinions about RTP and scam

5、 defense.An important note about the comparative data in this e-book.The data referenced throughout this e-book derives from two surveys FICO conducted in 2023 and 2024.Each survey asked more than 12,000 consumers across 14 countries their opinions and experiences regarding RTP usage,scams,and their

6、 banks scam management capabilities.When year-over-year comparisons are made,they are referring to a comparison of these two surveys that asked the same question in each year the survey was conducted.3RTP:Changing the payments landscape The majority of consumers in Spain say they have sent RTP(93%)o

7、r received RTP(90%),representing a 3%increase over 2023 in each case.While nearly a third(30%)plan to increase RTP usage in the next 12 months,53%will maintain their current level.Spanish consumers are wary of scamsMost(63%)say RTP processes include enough security checks,but nearly a quarter(24%)do

8、nt know and 14%dont think so.40%of consumers in Spain consider RTP to be more secure than a credit card,well below the 51%global average.49%say RTP and credit card security are equivalent.More Spanish consumers are reporting losses Only 7%have sent RTP after receiving a scam warning from their bank,

9、versus the 14%global average.Yet 10%of consumers in Spain say they have paid for goods,services,or investments that they never received,which is a 1%increase over 2023.Nearly a quarter(23%)of consumers in Spain now say theyve reported losses to their bank,a 4%increase from 2023.More Spanish consumer

10、s want scam protection52%of consumers in Spain say deploying better fraud detection systems is the top action their bank can take to protect them from scams.15%say providing more alerts about known or emerging RTP scams is most impactful.Another 11%say declining payments the bank has defined as“high

11、 risk”is most impactful.Complaints can cost banks time,money,and reputation Though 44%of Spanish consumers say they would be responsible if they fell for a scam,they also believe the sending bank(20%)or the receiving bank(19%)should be responsible,higher than the global averages in each case.Most(51

12、%)will complain to their bank if unhappy with how a scam is resolved,but 16%would change banks a significant potential impact for banks who fail to get scam protection right.Survey Highlights:Executive SummaryWhere are real-time payments headed in Spain?4Based on global and Spanish consumer trends,b

13、anks in Spain should expect consumer RTP usage to continue to grow and diversify as more transactions happen among consumers,businesses,and public sector entities.At the same time,there is a continuing need for education on scams and the risks related to irrevocable payments.That presents an opportu

14、nity for banks to communicate risks and warnings clearly,and leverage automation to provide strong customer experiences and scam defenses to Spanish consumers.of consumers have sent RTP;90%have received RTP.While 87%sent RTP to another person,and 44%have paid a business,just 13%have sent RTP from a

15、business to a person,well below the global average of 31%.93%of consumers will maintain their RTP usage over the next 12 months,30%will increase,and just 5%will decrease.In 2024,44%of consumers used RTP 2 to 5 times per month,while 9%use RTP more than 10 times per month.32%use RTP once per month or

16、not at all.53%of consumers in Spain say there are enough security checks for RTP,well below the global average of 73%.63%of Spanish consumers consider RTP to be more secure than a credit card,while another 49%say they are about the same.40%5Can you protect consumers as scams increase in Spain?80%of

17、consumers in Spain have received a text,email,or phone call they thought was part of a scam,4%more than just a year ago.At the same time,42%of consumers say they know friends or family who have been scammed,which is less than the global average but rising year over year.Whether they are experiencing

18、 more scams,or perceive that they are,its clear that Spanish consumers are increasingly aware of scams and the damage they can do.Banks play a crucial role in identifying and intervening in scam transactions.Consumers want to act with confidence as they take advantage of important RTP benefits such

19、as immediate transfers and instant funds availability.By providing scam detection and immediate communication through each customers preferred channel,banks can deliver the scam defenses that customers want and expect to see.say friends or family members have been victims of a scam,4%more than in 20

20、23.42%of consumers in Spain have received a text,email,or phone call they believe was part of a scam,a 4%increase from 2023.80%6As scams and losses increase,can you balance customer satisfaction and fraud resolution?Scams are on the rise in Spain,as are both the amount and frequency of losses.More S

21、panish consumers reported losses in 2024 than in 2023,and the number of high-value losses(exceeding 5,000)also increased.Though most losses were relatively small less than 500 such a loss can still be devastating.However,Spanish consumers above-average willingness to heed scam warnings and not send

22、payments after being warned is good news for both consumers and banks.By incorporating scam-specific analysis,scoring,and customer outreach for individual transactions,banks can provide proactive warnings along with automated actions to alert and inform customers.Notifying a consumer in the heat of

23、the moment that their transaction may be associated with a scam can help to break the scammers spell.of consumers sent RTP for goods,services,or investments and did not receive them,1%more than in 2023.10%of consumers sent RTP after their bank warned of scam,7%less than the global average.7%of victi

24、ms were scammed for more than 5,000,up from 4%in 2023.7%of victims lost 500 or less.67%of consumers reported a loss to their bank,4%more than in 2023.23%of Spaniards are very(46%)or somewhat(28%)satisfied with their banks scam resolution process.74%7Consumers want to avoid scams how can you help?Tho

25、ugh many consumers in Spain(44%)say they are responsible should they fall for a scam,this is less than the 53%global average.Spaniards also feel that some blame is to be shared with banks;19%feel the receiving bank is responsible,while 20%feel the same about the originating bank.Spanish consumers ex

26、pect their banks to be partners in the fight against fraudsters.This is a chance for banks to bolster their defenses to help proactively protect consumers and their hard-earned dollars while burnishing the banks reputation as a trusted partner and protector.Banks can apply patented,predictive AI-dri

27、ven models that quickly and accurately detect scam-related payments.With the right platform,these insights can be coupled with and drive protective actions such as real-time decision automation and customer outreach,including anything from sending proactive scam warnings,to requiring step-up authent

28、ication,to suspending transactions that have been positively associated with scams.Who do you think is responsible if you send RTP to a scammer?Me its my money and I should knowwhere its goingMy bankThe bank receiving my paymentThe scammerThe governmentSearch engines and social media sitesthat host

29、scam ads0%10%20%30%40%50%44%20%19%9%6%2%8Can you reach customers where they want to be contacted?Spanish consumers have a variety of channel preferences for scam notifications.41%now prefer to use their banks app,an 11%increase over 2023 and 8%more than the global average.At the same time,28%continu

30、e to prefer phone calls while 18%prefer text messaging.Despite the gradual movement away from email,phone,and text to more secure channels such as bank apps,the bottom line for banks in Spain is that there is not a single channel that will accommodate all consumers.Banks must be prepared to reach ou

31、t through any communication channel,in real-time,and with two-way capabilities.Proactive,two-way communications capabilities integrated with scam prevention workflows can immediately notify customers when banks detect a scam in progress.This real-time engagement is proven to reduce the likelihood of

32、 a customer following through with payment to a scammer.Whether the customer prefers email,text,or in-app notifications,a bank ultimately needs to automate outreach through preferred channels and support scam communication and intervention as quickly as possible.How do you prefer to receive warnings

33、 about RTP scams?A message within the banks appPhone callText messageEmailDont knowA third-party app(e.g.,WhatsApp)0%10%20%30%40%50%41%28%18%7%4%3%9Scam victims have high expectations,which,if not met,pose costly consequences.When consumers are unhappy with their banks response to a scam incident,mo

34、st will take actions that cost the bank time,money,and potentially the customer relationship itself.More than half(51%)of all customers will complain directly to the bank,while 22%will complain to regulators.Whether the bank is managing and addressing high complaint volumes or facing scrutiny from r

35、egulators,these outcomes can be avoided or minimized with a better and more automated fraud resolution process.The big risk to banks is that 16%of consumers in Spain will change banks if unhappy with how a scam incident is managed.Nearly 40%of consumers in Spain will blame either their own bank(20%)

36、or the receiving bank(19%)if victimized by a scam,which makes managing scam treatments appropriately a critical way to save operational costs,reduce complaints,and prevent customer churn.of consumers will complain to their banks.51%of consumers will complain to regulators.22%of consumers will change

37、 banks.16%Complain to the bank(51%)Complain onsocial media(2%)None of these(7%)Change banks(16%)Complain to friendsand family(2%)Complain to theregulators(22%)If you were the victim of a scam and were unsatisfied with your banks response,which of the following are you most likely to do?10Should bank

38、s refund scam victims?In 2024,73%of consumers in Spain said banks should refund scam victims always(43%)or most of the time(30%),equal to what our survey found in 2023.Another 2%think banks should never be held liable for these frauds and 12%think banks should be liable only rarely.Banks around the

39、world face the potential for increased regulation that could shift liability requirements for scam losses.Our survey finds that nearly two thirds(65%)of consumers globally have the same attitude as the majority in Spain and believe banks should refund scam victims all or most of the time.Given this

40、sentiment,the best way to avoid the risk,liability,and loss of reputation that scams can create is to prevent them from happening in the first place.A banks approach to automating its defense against scams is crucial and includes such sophisticated techniques as AI-and machine learningpowered analyt

41、ics,combined with capabilities such as contextual processing,decisioning,and real-time customer engagement.It is a complex ask that calls for bringing together multiple teams and stakeholders,from data scientists and IT to business analysts and customer service,to collaborate and iterate on fraud de

42、tection and intervention strategies that stay ahead of fraudsters while balancing the overall customer experience.Should banks be responsible for refunding scam victims?AlwaysMost of the timeDont knowOnly rarelyNever0%10%20%30%40%50%43%30%13%12%2%What do consumers want when it comes to scam detectio

43、n and prevention?Above all,Spanish consumers want their banks to deploy better fraud detection systems 63%of consumers ranked this as the most or second-most impactful action their bank could take.Another 38%of consumers ranked providing more warnings about known or emerging scams as the most or sec

44、ond-most impactful action their banks could take to protect them.Our survey also found that 76%of consumers in Spain would feel positive about their bank if it proactively declined a payment that had been identified as part of a scam.The bottom line is that consumers expect to be educated,informed,a

45、nd protected.They expect their banks to get that protection right.11Rank1Rank2Rank3Rank4Rank5Rank6Have better fraud detection systemsProvide more warnings about known or emergingscams when making a paymentGive more warnings when making a paymentDecline payments they define as high riskImplement a de

46、lay or“cooling off”period whenmaking payments above a certain amountCollaborate more with other banks,telecomproviders,and social media companies52%11%6%13%9%15%18%18%11%11%20%20%17%13%19%10%18%19%19%18%16%9%18%21%19%19%15%12%17%22%33%0%20%40%60%80%100%10%23%16%13%What actions could your bank take t

47、o protect you from scams?12To achieve these goals,banks can:Pair capabilities such as data ingestion across multiple data sources with behavioral profiling to provide rich context about RTP transactionsApply sophisticated analytic techniques capable of detecting suspicious transactionsAutomate decis

48、ioning to determine the best course of treatment or level of interventionUse business-defined workflows to orchestrate all these capabilities together in real time Executing all of this together at scale will separate the leaders from the laggards and allow banks to automate more of their fraud dete

49、ction,notification,and prevention to defend the customers interests,the banks bottom line,and their mutual relationship.Meeting scam detection and prevention expectations13Key Takeaways Real-time payments will keep growing in Spain.Spain is ahead of the global average of 91%of consumers who have sen

50、t RTP.As Spanish consumers increase RTP volume,the threat of scams will grow in lockstep.Banks that deploy scam protection technology today are positioning themselves well for future protection as the payments ecosystem continues to evolve.Scams are pervasive and pernicious.42%of consumers now say t

51、heir friends or family have been scammed 4%more than in 2023.Losses for scam victims are increasing in value as well,with 7%of reported losses exceeding 5,000,up from 4%of such high-value losses in 2023.Banks can keep educating customers,especially when they can deliver the right messages in the con

52、sumers preferred channel(s).Consumers expect banks to help them avoid scams.Though 44%of consumers would blame themselves for falling for a scam,73%think banks should reimburse scam victims always(43%)or most of the time(30%).Consumers also expect their banks to equip them with the tools,education,a

53、nd automated fail-safes to help prevent scam losses.The good news is 74%of consumers in Spain are now somewhat(28%)or very(46%)satisfied with how their bank manages scams.To improve further,banks should know and utilize each customers preferred channel for critical communications such as scam warnin

54、gs relating to RTP.Banks face significant consequences if they fail to meet consumer expectations.If unhappy with how their bank manages a scam incident,16%of consumers in Spain would change banks.At the same time,51%of customers would complain to their bank and another 22%would complain to regulato

55、rs.Customers want real-time fraud detection and notification.Spanish consumers say the two most impactful things their bank can do to protect them from scams are have better fraud detection and more warnings about known or emerging scams.In Spain,RTP adoption continues to grow and will remain a disr

56、uptive force in the payments ecosystem.To protect customers from scams and deliver the experiences they expect,you need the right technology to detect scams in real time and engage with customers in the channel of their choice.FICO Platform provides access to patented,real-time ML-powered scam detec

57、tion models that differentiate potential scam transactions from unauthorized transactions that may be the result of third-party or account takeover(ATO)fraud.FICO Platform gives you the ability to deploy these models out of the box to make an immediate impact,and models are continually refined and h

58、oned with billions of tagged transactions from our data consortium of more than 10,000 financial institutions.With those data insights,FICO models catch more fraud,faster,and will maintain their performance over time.Evolving scam tactics and techniques call for constant vigilance and adaptation on

59、the part of the banks.FICO utilizes patented techniques and sophisticated solutions such as behavior-sorted lists,self-calibrating analytics,and contextual feature generation and behavioral profiling to stay one step ahead of the scammers,to prevent them from harming your customers.FICO Platform can

60、 orchestrate the execution of these models in real time to determine the best course of treatment for every transaction,whether that is to decline,approve,or route for further verification and review.How FICO Helps14Engaging customers in real time,to break the scammers spell,is a key piece of the sc

61、am prevention puzzle.Two-way,real-time interactions with your customers in the channel of their choice are an invaluable tool to help fight the scourge of scams.FICO Platform helps automate your outreach across multiple communication channels to improve your operational efficiency and keep up with t

62、he speed of your customers lives.Engagement tactics can introduce sensible friction such as requiring customers to verify legitimate transactions from fraudulent ones to help your customers stop and think before sending any RTP,helping to prevent losses and poor experiences.Your ability to detect an

63、d prevent scams is only as good as your ability to measure and report on the right metrics,and make appropriate changes quickly to keep pace with evolving threats and changing behavior.FICO Platform lets you easily test,simulate,and compare your fraud prevention strategies to understand potential im

64、pacts before you move them to production.Your fraud analysts are empowered to make changes to rules and decisioning strategies directly,without IT involvement.Once you have your optimal strategy deployed,you can seamlessly create,manage,and share reports that clearly demonstrate the value of your in

65、itiatives.How FICO Helps15Fighting fraud,and scams in particular,is a 24/7/365 affair.It can feel overwhelming,but FICO experts bring hundreds of years of combined experience to the table to help get your organization started quickly and on the right path.Combining FICO knowledge and expertise with

66、your unique insights,perspectives,and goals can deliver exponential value to your fraud operations and unlock immediate return on your investment.Scam prevention is a critical part of your fraud operations,but we know there are many other use cases and business challenges your organization faces.Tha

67、ts why weve built FICO Platform to let you take full advantage of reusable assets and cross-functional capabilities to apply data when and where its needed,as well as execute analytics,decision rules,escalation parameters,and more.Your platform investment can be leveraged outside the fraud realm for

68、 applications and use cases as varied and diverse as marketing,originations,customer and account management,collections,and more.FICO Platform delivers the applied intelligence you need to supercharge your growth,no matter where you need it.How FICO Helps16Learn more Read the FICO Fraud Protection a

69、nd Compliance BlogExplore FICOs award-winning scam detection modelLearn more about stopping scams with AI and MLContact us 2024 Fair Isaac Corporation.5278BK_ENPrivacy PolicyTerms and ConditionsAll rights reserved.FICO is a registered trademark of Fair Isaac Corporation in the United States and in other countries.Other product and company names herein may betrademarks of their respective owners.