Online shopping and personal data protection… what do Moroccans think?

Online shopping has gained impressive momentum in Morocco in recent years, especially with the advent of Covid-19. The latter certainly caused a lot of damage at the economic and human level, but it favored the development of online sales in certain commercial sectors.

In this sense, several consumers are attentive to the proposed measures that guarantee the security of the means of payment before proceeding with the online payment, according to the Stay Secure 2022 survey, launched by Visa and HPS Switch.

According to a press release from Visa, 78% of consumers said the security of payment methods offered on a merchant’s website was the top reason they chose to pay online with their card instead of cash on delivery (COD). . As for them, the guarantee that their payment data will be protected (privacy preservation) comes second (57% of consumers), while the price of goods and services is the least important consideration (21%) for choosing the means of payment.

Security of means of payment: an essential need

The same trend was observed in the store, where consumers rated the security of the merchant’s payment system (74%) as the most important factor when considering digital payment options to pay for goods and services, followed by guarantees and return policies. (64%) and safety and hygiene (39%).

More than three in five consumers surveyed have made a digital payment in the past month, and nearly half of those surveyed are using more digital payments in-store – mostly contactless – and online since the arrival of Covid-19.

A majority of consumers (77%) said they would switch stores or online shopping sites and apps depending on the payment methods offered by merchants, with the majority of consumers indicating a strong preference for digital payments over cash, the survey says, which also found that 34% of consumers prefer to use cash for tips at hotels, restaurants or tourist attractions and utilities. And while the majority of consumers (68%) say they are confident in recognizing a fraud or a scam, a third of respondents in Morocco still struggle in this area.

What about protecting personal information?

The majority (85%) of respondents want to know how their personal information will be handled and protected before providing it to an e-commerce site. Additionally, 81% said they would like to know how security technology works so they can trust digital payment methods in general, which reinforces the importance of consumer education by payment industry stakeholders – financial institutions, payment companies and governments. This would cement consumer confidence in digital payments.

Based on the survey results, merchants can take steps to increase consumer trust and improve the checkout experience. It is about disclosing measures to protect consumers’ personal information, providing clear information about guarantees and refund options and displaying the logos/symbols of banking and payment partners, according to the same source.

“The fact that consumers value security and privacy more than price and transparency when it comes to the processing of their personal data is an important consideration for merchants looking to establish and maintain consumer trust in their payment offerings. ,” said Leila Serhan, senior vice president. and Group Country Manager for North Africa, Levant and Pakistan at Visa.

Take a thoughtful approach to data management

Serhan said, “The fact that a third of consumers are still unable to identify potential fraud reinforces the need for all participants in the payments ecosystem to continue working together to ensure consumer protection.” “Now in its seventh year, our Stay Secure campaign remains an important platform for Visa and its partners to help educate consumers about payment security and support merchants to meet the growing need for secure and transparent digital payments, both both in store and in store. online,” she said.

For her part, Hanae Ben Driss, Managing Director of HPS Switch, noted that in Morocco, “the Stay Secure 2022 survey confirms the positive trend of consumers becoming more aware of how their personal data is handled, especially as attempts to fraud have experienced strong growth since the rise of e-commerce resulting from the pandemic.” She also highlighted that how merchants manage data protection and privacy can become a point of differentiation and even a source of competitive advantage for merchants. Business.

“With more consumers choosing to spend online than ever before, now is the perfect time for merchants to take a thoughtful approach to data management and invest in much-needed technology to make customer payments as safe and secure as possible,” she said. . The press release indicates, in short, that among consumers who have used digital payments in the last year, the majority (91%) are familiar with installment payment solutions/BNPL (Buy Now Pay Later) and 40% among them have already used it.

Leave a Comment