Category: Research

In a polarized, digital first, and deeply interconnected economy and society, data breaches are on the rise from both a frequency and cost perspective. PwC’s 2025 Global Digital Trust Insights survey found that the average cost to an organization of a data breach has risen to $3.32 million per incident. Their increasing frequency has not resulted in increasing acceptance.

Canadians are more concerned, more alert, and more judgemental of the enterprises they interact with when it comes to protecting their data. Exclusive research from Navigator reveals that 85% of Canadians are worried about data breaches with 66% reporting increased concern compared to three years ago. For industries handling sensitive information, the concern level is even more acute.

Concern Around Data Breaches Per Industry

Growing concern is stacked on top of an absence of trust, with only 40% of respondents believing that businesses affected by breaches have adequately addressed customer concerns or resolved issues. Is this anxiety fueled by high-profile incidents such as the Canada Revenue Agency and Ticketmaster breaches? Likely in part.

But it’s amplified by some of the driving technological changes of the day – changes that are only intensifying.

• Widespread adoption of artificial intelligence has struck a nerve, with 70% of Canadians expressing that the technology poses a greater risk compared to just 39% who see it as a valuable tool for preventing breaches.
• Concern over state-sponsored threats is growing with 71% of Canadians believing that state-sponsored cyber threats will increase over the next five years and 65% expressing concern that Canadian entities are vulnerable to such breaches.
• The rise of ransomware extortion poses complex legal, ethical, and financial questions. While the Government of Canada does not recommend ransom payments, 77% of Canadians agree that it is important to pay ransom (when applicable) to prevent or limit the spread of customer information.

Forging a Path Forward

Despite these challenges, every business has the opportunity to do right by doing right, showcasing to their customers, employees and stakeholders that they have responded swiftly, with transparency and speed. Specifically:

• 93% of Canadians emphasized the importance of enhancing security measures, including implementing new systems, conducting staff training, and reviewing policies.
• 92% believe businesses should offer free credit monitoring and conduct a thorough, transparent investigation.
• 92% highlighted the importance of notifying clients immediately.

While every scenario brings its own qualities, we remind Canadian organizations to use the following principles in preparation for and response to a breach.

1. Speed beats perfection, preparation enhances speed: As soon as you are aware of a breach, the clock is ticking on your first notification to affected stakeholders. Timely transparency is critical to maintaining trust. Simple and cost-effective preparatory steps can go a long way in building out your crisis and cyber response capabilities.
2. Lead from the front: Activate an integrated crisis response team led by a decisive C-suite leader. Streamline communications by appointing a single spokesperson to manage messaging and maintain consistency.
3. Develop, practice and implement a crisis management framework: It’s not a question of if, but when. Prepare for the inevitable with a tailored, practiced crisis communications plan, cyber incident response plan and business continuity plan that leaves guesswork at the door when a breach occurs. Regular exercising of these plans is critical.
4. Engage with Key Stakeholders: Communicate proactively with employees, customers, partners, and regulators. Trust is rebuilt when stakeholders are at the heart of decision-making.
5. Provide tangible support to affected customers: Canadians need to see you work to protect their data. Free credit monitoring, identity theft protection, or the establishment of a dedicated hotline can showcase your commitment to customers and their recovery, reinforcing your organization’s accountability.
6. Find and communicate remedial steps: Take immediate action to strengthen your defences. Upgrading systems, conducting audits, and training employees sends a clear message: your organization is serious about preventing future breaches.
7. Leverage external experts: Bring in trusted professionals, like Navigator, PwC, and a legal breach coach to validate your response. Highlighting external expertise reassures stakeholders and demonstrates your commitment to professional recovery.
8. Monitor and manage public sentiment: Track media and social sentiment to gauge public reactions. Use these insights to refine your messaging, ensuring it is empathetic, nuanced, and aligned with stakeholder expectations.
9. Share lessons learned: Be transparent about how you addressed the breach and what improvements have been made. Sharing lessons learned demonstrates accountability and positions your organization as a leader in trust recovery.
10. Conduct a post-crisis response and reputation audit: Evaluate your response, stakeholder sentiment, and reputational risks. Use these insights to refine strategies, rebuild trust, and strengthen your crisis management framework.

Want to learn more?

Looking to gain deeper insights and better understand how to prepare your organization to effectively respond to and recover from a data breach? Connect with one of our experts today. Book a consultation by contacting us at info@navltd.com or ca_incident_response@pwc.com

Download a copy of the research summary below:

At a glance

A new study by Navigator reveals Canadians are no longer questioning the basis for major health-care reform, but are demanding immediate action to meet their needs.

For two decades, Navigator has been at the forefront of public opinion research on the Canadian health-care system. Our latest study reveals that Canadians are no longer questioning the need for major health-care reform but are demanding immediate action. With nearly 90 per cent of Canadians calling for change, the message is clear: the system must evolve.

The latest findings provide crucial insights into the attitudes of Canadians and their expectations of our system.

Key findings from Navigator’s Research

1. Broad Consensus for Reform: Canadians are overwhelmingly concerned about the health-care system’s ability to meet the needs of a rapidly aging population. Nearly 90 per cent believe that the government has neglected necessary improvements for too long and 73 per cent – an increase of 14 percentage points since 2022 – agree the system needs major reform, signaling widespread agreement that the status quo is no longer acceptable.
2. Access is a Major Concern: As staffing shortages and wait times worsen, nearly half of Canadians say their access to public health care has worsened in the last few years and almost two-thirds have experienced unreasonable waits. Additionally, 94 per cent of Canadians agree they want better access to provincial health care.
3. Shifting Assumptions: Traditional beliefs that health-care reform is politically perilous have been upended. Navigator’s research demonstrates Canadians are increasingly receptive to reform, including private sector involvement. The demand for access to high-quality, timely, and personalized care has shifted perspectives from concerns over affordability to a more consumer-focused approach.
4. Support for Private Sector Involvement: There is growing support for integrating the private sector to address surgery backlogs and improve efficiency. Eight in 10 Canadians endorse private sector surgeries when publicly funded, and a majority seek innovative solutions rather than additional government funding.
5. Openness to Innovation: Canadians are embracing new approaches to health care, including services from pharmacists and nurse practitioners and digital solutions like online appointments. However, acceptance of newer technologies, such as artificial intelligence, remains cautious.
6. Commitment to Public Values: While there is strong support for private sector involvement, Canadians still value the principles of public health care. There is significant concern about user pay models and a call to ensure equitable access.

Navigating the future

“This shift underscores the urgent need for decision makers and opinion leaders to address the evolving demands for health-care reform, or face significant consequences. Our data tells the story of a system that stands on the precipice of profound change.

As the health-care landscape evolves, the greatest risk lies not in embracing change but in resisting it. Success will hinge on public trust, transparency, and a commitment to the well-being of all Canadians.”

– Jaime Watt, Executive Chairman, Navigator Ltd.

Methodology

Navigator’s 2024 health-care study is based upon an online national survey with 1,500 Canadians. This research aims to offer valuable guidance for policy-makers and stakeholders in navigating the future of Canadian health care.

Want to learn more?

Contact us to book a presentation: Jenna Dotzert, jdotzert@navltd.com

See how our study is shaping the conversation in The Globe and Mail.

Download a copy of the research summary below: