Research: Indonesian Consumer Trust in Digital Services Improves, but Remains Fragile
A survey of 1,200 respondents shows trust has risen compared with last year, but it collapses easily after a single bad experience.
AI-assisted translation from Bahasa Indonesia, reviewed by Raka Mahendra, Managing Editor on 6 October 2026. The Indonesian original prevails in case of discrepancy.
A survey conducted by an independent research team among 1,200 respondents in ten major Indonesian cities found that consumer trust in digital services rose from 6.1 to 6.8 on a 10-point scale compared with a similar survey last year.
1 in 3
respondents said they stopped using a digital service after just one significant bad experience, without giving it a second chance.
Source: Independent survey of 1,200 respondents, conducted in August 2026
Trust is rising, but unevenly
The rise in trust scores was most pronounced in digital banking and e-commerce, while digital public services and insurance still lag far below the average.
The findings underline that consumer trust is cumulative yet fragile — built slowly through consistency, but liable to collapse in a single badly handled incident.