Kiwis admit to risky phone habits – and scammers are taking advantage

From bathrooms to boardrooms, New Zealanders are tapping away at their phones – and exposing themselves to scam risk in the process, according to BNZ’s latest Safe and Secure Survey.

The May study, conducted by Insights HQ, found the majority of Kiwis have responded to a notification or message while multitasking. Over a third (35%) admitted doing so in the bathroom, 41% during a face-to-face conversation, and 28% while in a meeting or webinar.

“And when we’re rushed or distracted like this, we make mistakes,” said BNZ head of fraud operations, Margaret Miller.

The warning comes as New Zealand scam losses surged from $18.3 million in 2023 to $25.7 million in 2024 – the highest annual total and largest year-on-year jump since CERT NZ began reporting in 2017.

Distraction fuels fraud vulnerability

The BNZ survey highlighted how digital distraction plays into the hands of scammers. 

Nearly a quarter (24%) of respondents said they had clicked on a “great deal” link without checking legitimacy, while 19% clicked on a text message link before reading it properly.

“Scammers prey on the fact that when we're rushed, distracted, or juggling multiple things we’re more likely to click first and think later,” Miller said.

Despite growing awareness, scams are still slipping through. While 61% of people identified and avoided a scam in the past year, 12% said they had fallen victim to one. Most respondents recognised that stress, autopilot behaviour, or multitasking heighten their scam risk.

Designing security around real human behaviour

To counter these risks, BNZ is investing in smarter design – aimed not at restricting customers but guiding their attention at critical moments.

“While we all expect seamless digital experiences, we’ve learned that introducing small elements of friction at critical moments helps with focus and ultimately, keeps customers and their money safer,” said Donal Devlin (pictured), BNZ head of design.

Examples include repositioning buttons, introducing pause notifications, and “think twice” alerts during high-risk actions. 

“It’s about finding the right balance between convenience and security,” Devlin said.

Smart security tools for a safer experience

In addition to behavioural design, BNZ has bolstered its security measures:

• It is one of just two major banks in New Zealand offering app-based authentication, rather than vulnerable SMS codes.

• The bank also offers Online Banking Lock, which lets users immediately freeze all account activity if a scam is suspected.

“We know people are busy, we know they multi-task, and we know they sometimes rush,” Miller said. “So, while customers should remain vigilant, we’re also designing smart security features that give you a moment to double-check when it matters most.”

Quick tips to stay scam-safe

BNZ offers the following practical advice for safer digital banking:

• Pause before clicking – especially when distracted

• Never click links from unknown or unexpected sources

• Update your security software regularly

• Contact your bank immediately if you suspect a scam

Red flags to watch for

BNZ warns that it will never:

• Send a login link by text or email

• Ask for your PIN, password, or 2FA codes

• Request remote access to your device

• Ask you to move money to help “catch a scammer”