Voice of the customer

Phishers continue to target customers of all factions of the Internet industry in an attempt to gain personal information that can be used for profit. Typical organizational responses to these attacks are the removal of the malicious content through website takedown and user education. The latter response is extremely important as it is the organization´s direct communication to the customer about these attacks. The purpose of this study is to survey a number of organizations that are highly targeted in phishing attacks and measure their effectiveness in communication to their customers. This study performs an evaluation of seven organizations´, across a variety of industry sectors, communication through website content, customer service phone calls, and email abuse reporting. The outcomes of this study are suggestions that can be incorporated by all of the organizations to provide a better customer experience.