The era of finger print identification, autonomous cars and artificial intelligence in the home is no longer confined to the realms of science fiction movies. No corner of society is exempt from our advancing technology, which is set to transform the way we live our lives.

Financial services in particular are being overhauled by new technology. Fingerprint recognition is now a staple feature of banking apps, and emerging artificial intelligence based services rumoured to be on the way. But do we trust it? What is the thinking behind trust? And how does is vary around the world?

The trust issue

We often think of trust as an exclusively human experience. But undoubtedly trust is an integral concept in the adoption of new technology.

HSBC’s new report is an exploration of the state of trust in technology, with insights for policy makers and brands on how to make the most of it. The report takes an in-depth look at our relationships with technology, how this affects financial services organisations, and what can be done to address the trust deficit.

The report draws upon Populus’s qualitative insights delving deeper into individual perspectives from across the world. For example, research reveals that in Asia, there is greater trust in traditional institutions than countries such as the US, UK, France, Germany, Mexico and Canada, where people feel let down by institutions and forced to fall back on themselves.

The research by Populus shows that there are five main key attributes required for technology to be trusted. Furthermore, human elements are required for financial AI to be truly trusted. Only once financial AI delivers some artificial humanity, will it be able to deliver genuine benefits to consumers, deepen relationships and build trust.

Read the full Trust in Technology report.

Populus unlocks the Critical Knowledge that brands need to better understand the world around us. We add value to our findings by applying expert analysis to uncover clear, actionable insight. Find out more by calling 020 7253 9900 or emailing 


Populus conducted qualitative research in March and April 2017 with 66 members of an online community including six members from each of the 11 nations in question. Populus also consulted twice with a panel of experts to research in-depth opinions and expertise on the topic.