Voice of the Customer: What is the Real Experience? presented at ecrime 2013

by Brad Wardman, Lisa Kelly, Michael Weideman.,

Summary : Phishers continue to target customers of all factions of the Internet industry in an attempt to gain personal information that can be used for profit. The typical organizational response to these attacks is the removal of the malicious content through website takedown and user education. The latter response is extremely important as it is the organization’s direct communication to the customer about these attacks. The purpose of this study is to take a survey over a number of organizations that are highly targeted in phishing attacks and measure their effectiveness in communication to their customers. This study performs an evaluation of seven organizations’, across a number a variety of sectors, communication through website content, customer service phone calls, and email abuse reporting. The outcome of this study is suggestions that can be incorporated by all of the organizations to provide a better customer experience.