Customers can become more loyal if their banks solve fraud cases, researchers find

By: Vamsi Kanuri, University of Notre Dame, The Conversation

Outlets: The Conversation

Published: November 5, 2025

Words: 642

Last Updated: 2 weeks, 5 days ago

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By Vamsi Kanuri, University of Notre Dame

When banks issue their defrauded customers refunds and successfully identify the perpetrators, fraud victims are 60% more likely to stick with their bank than customers that didn’t experience any fraud.

But if customers get their stolen money back but never learn who the perpetrators are, they are 40% more likely to take their accounts elsewhere than customers who weren’t defrauded.

That’s what my co-authors and I found by …

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