# Password Managers--It's All about Trust and Transparency
## 4 Results
### Usability Test and Interview Study
#### 4.2.2 Results of the Interview Study
Surprisingly, three users who said they trusted the vendor to store all their passwords admitted that they did not trust the vendor with their banking passwords, so they do not store them. However, only two users stored all passwords in a password manager that they are using. Furthermore, 27 participants would trust the password manager to retrieve accounts/passwords all the time when they want to log in to online accounts. But only two non-users and one user would not trust it. One user who trusted it stated that they would not expect it to work if they use a new device which does not have a browser extension. However, one non-user said, \"I would like this function if I used a password manager\". When we asked our participants about password synchronization across devices, 28 participants knew that passwords are synchronized to other devices through the vendor's services. We also found that 25 participants would not trust a password manager to delete passwords from its database after they deleted it from the vault. Please note that only five users of password managers trust it to delete passwords permanently, which implies that there is a lack of transparency and a trust issue towards password managers from both groups. Participants who replied \"No\" made a few comments that mostly related to trust and transparency issues, for example: \"I do not trust them to delete my passwords\", \"they will keep the password even it appears to be deleted\" and \"I do not know what is happening in the other end\". Another interesting comment is that \"it is not possible to delete it technically because they have thousands of backups\", \"they cannot delete it, it is called digital footprint\" and \"I suspect they still have a copy of my password on offline storage\". Moreover, we asked our participants if they would let a password manager store their bank details and passport information, 27 participants said they would not let it store these details, while three users of password managers would store bank details and passport information. It implies that there are issue and security concerns toward password managers from both users and non-users. Three users who said they would let a password manager store their bank details and passport information stated that it is easy to access and store this data on Google Drive. A few participants who said \"No\" commented that they would not store it for a security concern, not safe for sensitive information and \"if I use it, it will be for short time\". Likewise, one participant said that they depend on themselves because they need greater security; another participant does not like this type of information being stored in another place, and a different participant said passport information is really important and if someone steals your account, then they have your information. \begin{table}
\begin{tabular}{c l} \hline \hline
**Code** & \multicolumn{1}{c}{**Sample of Comments**} \\ \hline Trust issue & \(\bullet\) Literally I do not trust them, especially if it is a bank password. Their employees might see the passwords, or they might get hacked from outside. \(\bullet\) I cannot trust password manager with high priority passwords. \(\bullet\) I have a trust issue if something happens to their server then it will be disaster. \(\bullet\) I do not trust them. \(\bullet\) I prefer to remember my passwords. \(\bullet\) I cannot trust them with passwords particularly the important one. \\ \hline Security concern & \(\bullet\) There might be something happen to their servers and my passwords get compromised. \(\bullet\) Because I will depend heavily on the vendor, so if something goes wrong, I will not be able to have my passwords. \(\bullet\) I do not think it is safe. \\ \hline \hline \end{tabular}
\end{table} 
Table 13: Comments sample for the question “Trust the vendor of a password manager to store all passwords?”We asked our participants if they would install the browser extension of a password manager on a shared computer.