Today we are talking about the fraud benchmarking report and why this conversation felt so validating for so many of us in fraud.
I sat down again with Shoshana Maraney to continue breaking down the results of the first annual Fraudology benchmarking survey, and this part of the conversation focused on something I think fraud leaders know really well. There are so many things we have known in our gut for years, but until now, we did not have reliable fraud strategy data to take back to leadership and say, see, this is not just my opinion. This is what the industry is actually experiencing.
That is what makes this episode so useful. It is not just a recap of survey findings. It is a look at the fraud leader insights, fraud prevention benchmarks, and actionable fraud data that can help teams make better decisions about vendors, customer experience, and where fraud programs should go next.
And that matters.
Because when fraud leaders finally have real data behind long-standing instincts, it changes the conversation. It becomes easier to push for better fraud technology innovation, stronger vendor accountability, and a more balanced view of the customer experience in fraud.
What you’ll hear in this episode:
- Why the fraud benchmarking report validates what many fraud leaders have believed for years
- How peer feedback on vendors influences smarter fraud vendor evaluation
- What the survey reveals about customer satisfaction in fraud tech and fraud provider churn factors
- Why customer experience in fraud is becoming a bigger priority for merchants
- What fraud leader salary trends and broader fraud operations benchmarking tell us about the industry
You should listen to this episode if you:
- Want practical fraud leader insights backed by a real fraud industry survey
- Need stronger fraud strategy data to support vendor, budget, or process decisions
- Are evaluating fraud providers and want to understand what makes merchants leave
- Care about customer satisfaction in fraud tech and better customer experience in fraud
- Want actionable fraud data tied to real merchant fraud priorities and fraud prevention benchmarks
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Episode notes & key takeaways
Why the fraud benchmarking report feels so validating
Let’s break this down.
One of the strongest themes in this episode is the simple relief of finally having a fraud benchmarking report that puts numbers behind what so many fraud leaders have already been seeing firsthand. There are plenty of moments in fraud where your instincts tell you something is true, but instincts alone are not always enough to influence leadership, justify change, or challenge the status quo.
That is why this fraud industry survey matters. It gives fraud teams something concrete. It turns intuition into evidence. And that makes it much easier to move conversations forward around vendors, staffing, strategy, and the broader direction of fraud prevention.
Here is what is actually changing:
- The fraud benchmarking report gives teams data to support long-held industry instincts
- Fraud leader insights become more useful when they are backed by broader market evidence
- Actionable fraud data helps leaders advocate for change more effectively
- Fraud prevention benchmarks create a stronger foundation for internal decision-making
Why peer feedback matters in fraud vendor evaluation
Here’s what’s actually happening.
One of the topics Shoshana and I dig into is the importance of trusting peers’ experiences when evaluating fraud solution providers. That is a big deal. Fraud teams do not make vendor decisions in a vacuum, and they should not. Peer feedback on vendors can reveal things that sales demos, marketing language, and polished pitch decks simply will not.
This part of the fraud benchmarking report reinforces something many merchants already know. Fraud vendor evaluation should include how providers actually show up after implementation, how well they innovate, how they support customers, and whether they continue delivering value over time. Those are often the factors that determine whether a client stays or starts looking elsewhere.
- Peer feedback on vendors can surface the reality behind product claims
- Fraud vendor evaluation should include service, support, and innovation over time
- Fraud provider churn factors often go beyond price or headline performance
- Customer satisfaction in fraud tech plays a major role in long-term vendor relationships
Why customer experience and innovation are rising priorities
This is one of the biggest shifts I have seen in recent years, and the survey data supports it. More companies are focusing not just on stopping fraud, but on improving the overall customer journey. That is a very good thing. Fraud prevention that protects revenue while damaging the customer experience is not nearly as strong as some teams think it is.
The fraud benchmarking report highlights the growing pressure on fraud technology providers to innovate in ways that support both protection and experience. That means better products, better communication, and better alignment with merchant needs. Fraud technology innovation should not be limited to catching more bad actors. It should also help legitimate customers move through the experience with less unnecessary friction.
- Customer experience in fraud is becoming a more important business priority
- Fraud technology innovation needs to support both risk reduction and customer trust
- Merchant fraud priorities increasingly include the full customer journey
- Better customer satisfaction in fraud tech comes from solutions that balance outcomes well
What the survey says about broader industry signals
Another reason I like this conversation is that it goes beyond vendors and customer experience. The survey also touches on salary ranges, openness to change, and the broader maturity of fraud teams. Those details matter because they help paint a more complete picture of where the industry is right now.
Fraud leader salary trends tell us something about how the market values this work. Fraud operations benchmarking gives us a clearer view of how teams are evolving. And when you combine those insights with what the report says about providers, priorities, and customer experience, you end up with a much stronger understanding of where fraud programs may need to grow next.
- Fraud leader salary trends can reflect how organizations value fraud expertise
- Fraud operations benchmarking helps teams compare their maturity more realistically
- Fraud strategy data becomes more useful when it includes both people and process insights
- A strong fraud benchmarking report helps leaders see the bigger picture, not just one problem
The big takeaway from this episode is pretty simple. The fraud benchmarking report gives fraud leaders something they have needed for a long time: credible data to support what many of us have already known through experience. Whether the issue is vendor performance, customer experience, team priorities, or industry change, having real numbers behind those conversations makes it much easier to act. And that is exactly why this conversation with Shoshana is worth your time.
