Abbey customers don't want Chip and PIN
Abbey (a major UK retail bank) have just published the results from a study which says that 68% of theirs customers don't want Chip and PIN:
http://www.finextra.com/fullstory.asp?id=18250
I think this is for two main reasons:
1) Some people just don't want additional security
I totally understand that not every customer wants additional security from the hassle point of view but I really think Abbey (and other organisations) are missing a major point.
If 32% of your customers want something is that not reason enough to offer it to them?
Leave the other 68% without any 2nd factor for the time being and see what happens. I bet that a significant proportion of them will move over time to want more security, especially if they themself have fraud issues on their Abbey or other online acocunts.
2) The form factor they were offered was the Chip and PIN reader
I am not surprised that when shown the Chip and PIN style device that people do not want it, people just don't want to carry around another device with them. There are however other devices, such as credit card style tokens with an LCD which generates a OTP which are much more user friendly. There are even ones with a Challange and response functionality available totally replacing the need for a seperate Chip and PIN reader.
