Digital Trust Erosion: One Login Failure at a Time
Trust in Digital Services
The erosion of trust in digital services is a gradual process, influenced by everyday interactions that can be as simple as slow-loading web pages or as complex as inconsistent access permissions.
Digital Erosion of Trust: One Login at a Time
According to the 2026 Thales Digital Trust Index, most consumers (68%) have encountered issues when using websites or apps over the past year, leading to frustration and decreased trust.
Causes of Friction
- Slow-loading web pages
- Inconsistent access permissions
- Pop-ups appearing at the wrong moment
- CAPTCHA challenges interrupting progress
- Forms requesting the same information multiple times
Friction is a key factor in the erosion of trust, occurring when digital services feel excessive, unexplained, or overly complicated.
Impact on Users
- Users report higher levels of trust when pages load quickly and navigation is simple
Recognizable security measures, such as multi-factor authentication (MFA) and passkeys, continue to influence how services are perceived.
Growing Concerns about AI
The increasing use of artificial intelligence (AI) in digital services raises concerns among users, who question its operation behind the scenes and its potential impact on their data.
Partner Environments
- Access issues directly disrupt work, causing delays, inconsistent permissions, and systems that fail to meet employee needs
- Employees often resort to workarounds, such as shared credentials and repeated requests for access changes
The demand for more visibility and control over access and permissions is growing, with users wanting to see what access they have, adjust it when needed, and avoid unnecessary steps.
Mitigating Factors
- Prioritize usability, security, and transparency to maintain user trust and prevent the erosion of trust
Ultimately, the perception and experience of trust continue to diverge, with IT and security leaders viewing trust as established and users describing friction and uncertainty in everyday interactions.
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