CRANBURY, N.J.—Roughly half of U.S. bank customers say they chose their primary financial institution because they trust its security, yet two-thirds would consider leaving after a serious data breach, underscoring how fragile that trust may be, according to Integris’ 2026 Banking Trust and Technology Report.
The dual survey of 1,000 U.S. banking customers and 673 banking executives found that 51% of customers selected their bank primarily due to confidence in its security, while 67% said they would consider switching institutions following a major breach.
Nearly one-quarter said they would be “very likely” to move their accounts, highlighting what the report describes as a “breach-perception gap” between assumed safety and actual risk.
Customer confidence remains high overall, with nearly nine in 10 respondents expressing trust that their bank protects their personal and financial data.
But that confidence appears rooted more in familiarity than in a detailed understanding of cybersecurity practices. A majority of customers said they have never received a breach notification, and many assume their bank has avoided incidents altogether.
Behind the scenes, however, breaches are far more common than customers realize. Among executives surveyed, 51% reported a significant email-based breach in the past year and 50% reported a mobile-related breach. At the same time, 64% acknowledged they lack full visibility into total IT spending, even as nearly half expect technology budgets to jump by 40% or more in 2026.
Cybersecurity remains customers’ top concern, with 40% citing hackers stealing bank data as their biggest fear. Artificial intelligence is emerging as a parallel trust flashpoint: 52% worry AI systems could mistakenly freeze their accounts or block legitimate transactions, and nearly one-quarter say they do not understand how their bank uses AI.
Integris said the findings show banks are caught between rising cyber threats and growing customer expectations. As Cal Roberson, vice president of the Financial Institution Division at Integris, noted, security and transparency are increasingly intertwined, with customers expecting clearer communication around both cybersecurity and AI. The report concludes that in 2026, banks will need not only to strengthen technical defenses but also to more effectively communicate how they are protecting customer data to preserve hard-won trust.