Credit Expert

Testimonials

“Subscribing to Credit Expert means we are alerted very quickly to any changes, so we can make sure that nothing like this happens again,”
Victim of ID Fraud, UK

 “The service is brilliant – it’s very useful to have a summary of your financial activities in one place. You can see your outstanding balances immediately. It really helps me to manage my finances.”
Credit Expert Customer, UK

 “I’m careful now and check my bank statements. I look at my credit report online every month to make sure I’ve not missed anything and I check my credit score. Watching it improve has been a real incentive to keep on top of my finances – it’s more than 700 now, which is just fantastic.”
Credit Expert Customer, UK

"Please could you pass on to your team that i am really pleased with the service that you offer and the help that you give for such a small amount each month thanks”
CreditExpert Customer, UK

And some comments from consumers making enquires regarding their statutory report

“Thank you very much for your help with this situation and for replying back promptly to me each time I have contacted you. You have made my situation less stressful due to how well you dealt with my problem - Once again thank you. I do hope you can pass on this email to your line manager as a very positive feedback for your record. A very happy customer” "I really do appreciate what you have done & how much detail you have gone into everything. If your company give any recognition for outstanding service then you deserve to get it."

Further to my recent calls - I wish to put in writing how completely satisfied I was with the quality of Customer Service I received from 2 of your staff members. I firstly spoke with Paul Robbins who delivered 100% customer focus and satisfaction during my call, I found this member off staff to be really helpful with my sensitive queries in a really down to earth manner whilst being professional at all times.

During my second call I spoke with James Hodgson again i found your colleague, easy to chat with and more than helpful with my enquiry.

I believe in praise where praise is due, and feel that people should be recognised for the job they do and the quality service they provide. Both of the above deserve recognition in my opinion.

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Direct to consumer service developments

Experian has a direct responsibility to the millions of people around the world who are our direct customers through our range of services and products collectively called ‘Experian Interactive Media.’  We need to ensure that they get valuable, efficient products and have an excellent experience when using one of our services.

We provide direct-to-consumer credit services with a range of Internet based products including Triple Advantagesm in the US and Credit-Expert in the UK.

We also have a range of services that connect consumers to companies over the Internet (online lead generation). These include LowerMyBills.com which helps consumers obtain better deals on their monthly bills, including mortgages, and ClassesUSA.com which is a free online resource that can assist prospective students in finding degree and certificate programme best suited to advancing their professional goals. PriceGrabber.com is another successful internet based business helping people compare products, services and retailers before making informed purchasing choices.

This year, highlights include:

  • Customer satisfaction surveys for Credit-Expert showed that Experian had positive scores when compared to a range of leading financial service providers.  Based on customer feedback Experian is working to improve the customers’ ability to view and navigate their credit reports and understand changes to their credit report.

  • We surveyed customers of our direct credit services in the US.  Of more than 1,700 responses received more than three-quarters indicated that the interaction with customer service reinforced the value of the product and more than 55% were satisfied or very satisfied with the customer service experience.

In the US, the Better Business Bureau collates customer feedback and complaints, using them to produce an independent published rating on each company. Our direct credit services in the US, assessed by the BBB, gained a B rating which means: “A good rating that still implies reputability. We believe a company with this rating would generally conduct business and respond to any complaints satisfactorily.” We continually strive to improve our rating and reputation by addressing consumer issues expediently and issuing refunds when appropriate.  Complaints are researched and reviewed to guide continuous improvement.

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