Most Canadians Are Hesitant About Entering Personal Details Online, Says SOTI

Canadian consumers are becoming more wary of entering their personal details online, according to business mobility solutions company SOTI and its latest retail report called The Rise of Social Commerce: Turning Tech-Driven Browsers into Influenced Buyers.

The survey of 1,000 Canadian consumers indicates that 83% of Canadian consumers express concerns about entering their personal details online, and 66% fear that smaller retailers cannot keep personal and payment data secure. While 48% think purchasing via social media is quick and easy, especially when keeping up with trends, 74% worry about data security in doing so. Concerns relate not just to security but also fulfillment disruptions and product discrepancies. A solution to help quell these concerns, according to SOTI, is for retailers to use their existing technologies and platforms to build brand trust and loyalty.

The survey finds that consumers are looking for new purchasing channels as they lean towards a hybrid shopping model, and social commerce is becoming a critical channel for retail growth. This is driven by consumer demand for improved and more personalized shopping experiences. But the one thorn in social commerce’s side, as well as when using in-store devices, is security issues. This emphasizes the important of a security-first approach within all retail channels.

In Canada, 59% of consumers say that phones are the most convenient way to make an online purchase. However, SOTI’s research suggests that the rise of social commerce has brought new challenges to Canadian retailers that they need to address. Consider that of those making a purchase through social media in the past six months, 37% of consumers reported that it took a long time for their item to be delivered; 25% received products that looked significantly different from what was ordered; and 23% received little to no communication about where their item was.

SOTI study
Image: SOTI

“Online and social commerce are revolutionizing how Canadians shop,” says Stephanie Lopinski, Vice President of Global Marketing at SOTI. “Our research highlights that 72 per cent of consumers have opted for online purchases delivered to their homes in the past six months, while 63 per cent expect tailored interactions throughout their journey. To keep pace with these expectations, retailers must prioritize personalization and smooth, efficient ordering and delivery processes to ensure a standout shopping experience.”

To meet these demands, SOTI says retailers must focus on delivering seamless mobile-first platforms, implementing secure payment systems, and strengthening supply chain models. These elements, says the company, are essential to aligning with consumer expectations and “unlocking the full potential of social commerce.”

Protecting Consumer Data & Instilling Trust: Navigating Security Concerns 

When making purchasing decisions, consumers need confidence in the retail provider and the payment system protecting their personal data. In fact, 83% of Canadian consumers are concerned about entering personal details online or into an in-store device, with

“Security concerns remain a critical barrier to unlocking the full potential of social commerce in Canada. Our research shows that 53% of Canadian consumers worry about who is responsible for protecting their data when a third-party payment solution is used,” said Shash Anand, SVP of Product Strategy at SOTI. “This heightened awareness stems from real issues like data breaches and payment fraud, which erode trust at every level. For retailers, addressing these challenges means implementing secure, mobile-first technology that builds confidence in every interaction. Retailers who act now to secure their platforms will set themselves apart as trusted partners in this fast-evolving marketplace.”

Download SOTI’s The Rise of Social Commerce: Turning Tech-Driven Browsers into Influenced Buyers report.

SOTI’s 2025 retail report surveyed 12,000 consumers, aged 18 to 65, across 10 countries to uncover key insights into the evolving retail landscape. The core markets included 2,000 respondents in the U.S. and the UK, and 1,000 respondents in Canada, Mexico, Germany, France, Sweden, the Netherlands, Australia, and Japan.