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I'm an American, and my government-funded schools taught me that government censorship is bad! It's...- Ben
Customers are voting with their feet when it comes to data breaches, according to the 2006 Cost of a Data Breach study.
Released this week by information and privacy firm the Ponemon Institute, the study found customers are more likely to jump ship if a breach occurs with an online retailer than if it is a financial institution.
The study found data breaches this year cost an average of $182 per "compromised record," a 31%t increase compared to the same period last year.
Larry Ponemon, chairman of the Ponemon Institute, said ultimately he was expecting costs to go down instead of up, but figures relating to customer churn as a result of a data breach escalated these figures.
The study should concern CIOs, especially with Gartner research showing that attracting and retaining new customers will be the No. 1 IT priority in 2009.
"The study was U.S.-based, because we wanted to look at data breaches and the companies required to provide notice to consumers in the event of a data breach and my gut tells me if we did the same benchmark in Australia the numbers would be lower because of the abnormal turnover of customers as a result of receiving such bad news," Ponemon said.
"The largest increase in cost was the category of customer churn, which was really interesting but what my U.S. colleagues said is everyone is receiving so many notifications of a privacy breaches that they [companies] are becoming numb to the whole thing.
"So when these companies receive the eighth data-breach notification in a year they probably just throw it away. If you are a retail customer and receive a breach notice you will stop buying the products and services and in the banking industry customers stop online banking in retail if the breach involves some identifier used for identity theft." Ponemon said what was left out of the report were the repeat "data breach" offenders. Ponemon said one financial services company based in the United States had six separate data breaches in 18 months; however, the six affected people are no longer customers.
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