Barometer of French digital confidence

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Acsel has released the results of its annual barometer on French digital confidence. Discovery of the results.

The tenth edition of the Barometer of French Confidence in Digital produced by Acsel highlights strong paradoxes and a major lesson: lack of confidence does not dampen the appetite of French people for digital uses. This barometer is the only one to relate trust and real uses and is incremented by new uses from year to year. Artificial Intelligence entering this barometer in 2019 and is not immune to a need for state reinsurance.

Digital trust has come up against a glass ceiling with only 40% French people who have been confident in their digital practices for several years. A drop in confidence that is more evident in the most smart health connected and informed audiences (-10 pts for CSP +, between -8 and -7 pts for 24-39 year olds).

The Barometer shows that the barriers to use are persistent and the leading quartet has remained unchanged for 10 years: hacking of data and / or account, consultation and misuse of personal data, usurpation of identity, malfunction of the site. This, in a context of increasing risk exposure: 28% Internet users have been faced with a person impersonating an identity while bank hacking increased by 20% and identity theft by 10% since 2013.

The French expect levers mainly from the state and regulations : the CNIL is cited as the first lever of trust followed by technical security guarantees, the guarantee of erasure of data, legal recourse. The RGPD don't convince with just 43% of French people who say they are more confident following its establishment and 52% who believe that websites misinform about the collection and use of data. At the same time, 79% of Internet users declare that they adopt behaviors to protect their personal data online

The uses installed with administration, banking and commerce which are used by at least 9 out of 10 Internet users have seen an increase in traffic and have gained confidence over the past 10 years: 71% for administration, 62% for the bank and 58% for trade.

France Connect appears as a lever of confidence with 59% of internet users to carry out online procedures and 58% for other uses like the collaborative economy or platforms between individuals with certified identification of sellers.

Social networks continue to crystallize fears about the protection of personal data with only 26% of trust rates. 48% of users of social networks say they have changed their practices following the Cambridge Analytica scandals.

While the entire age pyramid uses the mobile (up to 60% of people over 70), new uses such as IoT, the cloud, digital safes and the collaborative economy remain marked by generational divides and territorial. For new uses and technologies, trust is linked to the learning curve. 56% of French people have already used AI. They are 53% trust AI, this rate reached 66% for users.

“The Acsel barometer compares uses and confidence, this report expresses a life cycle of confidence which sees it decrease in proportion to the knowledge of a use and it is clear to us that AI, use halfway between efficiency and fantasy, fits perfectly into this cycle while benefiting from stronger confidence at the moment because its mechanisms are still little known… ” specifies Ludovic Francesconi, president of the Confidence & Data commission of Acsel. "

Regulate AI

48% trust AI to improve network security, sites, 42% to promote the prevention of medical risks, 41% to improve the customer relationship, 40% to facilitate medical follow-up / make a medical diagnosis and 37% to develop automatic assistance from driving a smart health connected car.

The State and public administrations (52%) and public health establishments (50%) and banks (45%) in mind for French confidence in the use of AI. GAFAM, start-ups (36%); social media, dating and recruiting sites lag behind trust in AI (32%).

AI hacking is the first risk for the French (44%); the use of data for a purpose other than that authorized (40%) and a complete substitution of AI to the detriment of humans (37%).

The 3 global levers of trust (CNIL, Technical security, data privacy and legal remedies) are the same as for AI. Only AI-specific levers appear in 5th position commitment charters on the processing of your personal data, transparency on algorithms and principles dictating the behavior of artificial intelligence and the certification by an independent body no bias in the artificial intelligence program for 17% of French people and 22% of AI users.

The French are reluctant about the exploitation of their data by AI and are in demand for transparency. 78% of internet users wish to have the possibility of refusing to interact with an artificial intelligence and / or to exploit their personal data. 76% be warned and informed of the use of data and 71% be notified as soon as you are interacting with an artificial intelligence technique

The French have the most confidence in the administration and public health establishments in the use of AI.

Trust does not harm usage

Leading digital uses for 10 years, three digital activities have seen an increase in traffic:

• e-banking: 84% at least once a month, i.e. +10 pts vs 2016

• e-commerce: 58% +15 pts vs 2016

• e-administration 31% +8 pts vs 2016

Confidence, or lack of confidence, does not slow down habits that have a classic life cycle: the more the French are informed, the more confidence drops.

For installed uses:

• e-Administration: usage 90% + 1pt while confidence: 71% – 15 pts since 2009 (the level of confidence was very high in 2009 with 86% far ahead of banking 69% or ecommerce 51%).

• Banking: usage 92% + 12pts and confidence 62% -7pts between 2009 and 2019

• e-Commerce: usage: 90% + 5 pts since 2009 and trust 58% = 7pts E-commerce is the only installed usage that has been growing for trust for 10 years (professionalisation of the sector, parcel tracking …)

New uses likecollaborative economy have been rising since 2015: usage 37% +17 pts since 2015 and confidence 54% +10 pts

While the social media are the archetype of this paradox of trust with 84% of use, or + 9pts since 2011 and only 26% of trust, or – 9pts since 2011.

Focus on e-administration

With With a very strong confidence and a strong increase in uses, e-administration sees its frequency of use increasing in particular among young people and seniors. Difficulties are still expressed for around 30% of those surveyed and reveal a need for expressed help and training, especially from young people. France Connect is one of the major levers of trust.

• 90% of French people have used online procedures at least once. Intensification of frequency of use with people under 25 and 60 and over

• Growing usage service: CNI, Retraite et DMP

• 11% received help for their online administrative procedures (17% are those under 25)

• 34% would like to be helped (53% are students)

• 46% would like training

• 21% have people around them who have difficulties

• Brakes for administration: identity theft for 39%

• France Connect leverage for 58%

What levers to break the glass ceiling?

Levers expected at the level of the state, regulations and regulatory bodies, but what about companies!

While this barometer highlights the need to reassure the French on digital uses that are becoming widespread in fact and for all generations, the majority of the population places their reinsurance under the sign of the State and its regulatory bodies.

The Acsel, which has published these data for 10 years and is working to ensure that companies that make and use digital implement good practices and appropriate a safer and more confident digital, can only note that companies are at lags behind in confidence.

The fact that the French use digital services more is definitely not a proof of confidence which in the case of e-commerce can perfectly resemble the confidence that one can have in your local merchant: he did not disappoint me, I use…

The Barometer shows the first signs of the impact of trust on use with social networks. The arrival of new uses such as IoT, AI technologies, the digitalization of sensitive sectors such as health questions the need to consolidate this confidence and the role that companies must play.

"The digital companies and the members of Acsel have an important card to play by multiplying the acts of confidence at all the levels of their organizations" concluded Laurent Nizri, President of Acsel.

Source: ACSEL

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