How Fraud and Scam Resolution Shapes Trust, Loyalty, and Customer Value in 2026

Fraud and scam losses don’t stop at the moment of impact. Quavo’s 2026 Trust in Banking Consumer Study reveals how customers really judge their financial institution’s response, and how leaders can turn those high-stakes moments into a lever for stronger trust and lasting relationships.

69.9% say resolution shapes trust more than the fraud itself
Consumers say trust is shaped more by how their financial institution handles resolution than by the fraud event itself.
72.1% say fraud affects confidence in other services
A fraud experience influences confidence in other services, putting broader loyalty and share of wallet at risk.
Nearly 4 in 5 consumers report some scam exposure
Scam exposure is now widespread, expanding the trust conversation well beyond traditional card fraud.
36% say prevention and resolution matter equally
Customers now expect both protection and follow-through, signaling FIs can’t over-invest in one at the expense of the other.

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Quavo Fraud & Disputes

Quavo is a leading technology partner and strategic advisor, helping financial institutions (FIs) build trust-driven customer relationships through faster, more transparent dispute resolutions. Our mission is to restore financial trust by simplifying fraud and disputes. Quavo's award-winning technology automates the entire dispute lifecycle, from intake to resolution. FIs can pair this end-to-end solution with our expert-led back-office investigation team in one turnkey managed service. Scalable for institutions of all sizes, Quavo’s solutions reduce losses, ensure compliance, and enhance customer loyalty.

How Fraud and Scam Resolution Shapes Trust, Loyalty, and Customer Value in 2026

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