The way in which Spaniards manage their money has changed, and with it also the way in which they perceive security. Today, digital protection is no longer limited to avoiding fraud or economic losses, but has become a decisive factor when choosing who to operate with. According to a study carried out by FICO in May 2025, the fight against fraud not only protects, but also boosts customer loyalty and strengthens the reputation of financial institutions.
More than a third of consumers surveyed in Spain, 35%, say that good protection against fraud is their main criterion of trust, and a resounding 71% place it among their three biggest concerns. This data reflects a profound change in the mentality of the digital user, who seeks safer, faster and more personalized transactions.
Biometrics replace traditional passwords
Biometric authentication is consolidated as the preferred option for Spanish consumers to protect their operations. Methods such as fingerprint, facial recognition or iris scanning are perceived as more reliable and comfortable than traditional passwords, which are gradually losing their validity in the face of technological evolution.
According to the FICO study, 29% of Spanish consumers choose fingerprint as their favorite security method, while 43% consider iris scanning the most secure way to make online payments. This boom responds to the search for more personal security, difficult to falsify and aligned with the digital habits of an increasingly connected society.
Biometric authentication is consolidated as the preferred option by Spanish consumers to protect their operations
Speed and simplicity, the new demands of the digital user
Trust not only depends on security, but also on experience. 36% of Spanish consumers say they are more likely to open a digital financial account than a year ago, demonstrating the advancement of online banking. However, the ease of the process remains crucial, users are willing to answer six to ten questions to complete a request, but lose patience if the procedure becomes long or complex.
The consequences of a bad experience are obvious. Almost one in four people would abandon opening a bank account if identity checks became too complicated, and 20% would do the same with a current account. This behavior highlights the importance of combining security with simplicity, preventing protection from becoming an obstacle to conversion.
“When speed and simplicity are key to onboarding new customers, it is vital to understand where and why people abandon the enrollment process. Exploring two-way, conversational and automated communications that help customers overcome any difficulties and encourage them to complete the enrollment process can be useful, but we must not forget adequate friction that helps customers feel protected while keeping risk under control,” explains Miguel Carrilho, principal consultant at FICO.
Fraud, from operational problem to competitive advantage
For years, fraud departments in financial institutions were seen as technical areas, necessary to reduce losses. However, the FICO study suggests that its role is changing. Today, these areas have become a key element to generate trust and strengthen the relationship with customers. In a context where digitalization is the norm, protecting the user’s identity can be the greatest differentiator against the competition.
Furthermore, artificial intelligence is playing an essential role in this transformation. AI-based fraud detection systems make it possible to analyze behavior, detect anomalies in real time and react before the user perceives the risk. This predictive capability not only improves security, but also optimizes the experience, eliminating unnecessary steps and reducing friction in transactions.
Towards a more human digital security
The future of banking involves combining advanced technology with user-centered attention. In that sense, biometric security is not only an authentication tool, but a bridge between protection and the emotional trust of the client. Consumers don’t want to choose between safety and convenience, they want both.
