Serasa's performance this year. Read more

Serasa Free of Charge Citizen Guidance Service” – 2007 Consumer Survey

The Free of Charge Citizen Guidance Service in Brazil was set up in 1986 as a proactive measure, before the enforcement of the Consumer Protection Code.  The Service deals with more than 9,500 people and businesses a day nationwide from 62 dedicated service points. 

A survey of 1,340 consumers, interviewed at 14 of the 62 service points showed a 96% satisfaction level with the service provided with 83% finding their issue or question was satisfactorily resolved.

Most relevant results
Have already heard of Serasa 94%
Knew the service is free 67%
Agrees with requirements to obtain information 94%
Subject addressed was solved through assistance 83%
Knew which documents to bring to Serasa 66%
Waiting time for assistance 4.5 minutes
Average assistance time at information counter 1.8 minutes
Good or Excellent assistance 96%
See Serasa positively 91%
Provide useful service to society 94%
Acknowledged and authoritative company 95%

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Developments in consumer support

Our National Consumer Assistance Centre in the US and UK’s Credit Report Help Centre, provide over 17 million statutory reports each year and provide special assistance for victims of identity theft or fraud. In Brazil we dealt with 2.7 million enquiries during 2007, 2.2 million of which were provided by the ‘Free of Charge Citizen Guidance Service.’ The UK’s Credit Report Help Centre team and Credit Expert helpline dealt with over 2 million enquiries in the same period.

This year, enhancements were made to our Internet and call-automation services in the US to provide easy, self-service for ordering credit reports.  Online and automated telephone services were expanded while still ensuring consumers with fraud issues are referred to skilled, trained agents for assistance.  In the UK the Experian website features a Learning Zone,which provides consumers with a range of helpful materials including a guide on how to prevent and detect identity fraud.

The Free of Charge Citizen Guidance Service in Brazil was set up in 1986 as a proactive measure, before the enforcement of the Consumer Protection Code.  The Service deals with more than 9,500 people and businesses a day nationwide from 62 dedicated service points.  The results of a recent user survey showed very high levels of awareness and satisfaction:

The number of queries addressed by the Serasa call centre increased by almost 150,000 during 2007.

Our UK Credit Report Help Centre team continued to operate a free, dedicated service to help victims of identity fraud. Following calls by the National Consumer Council for a national victim support one-stop-shop, Experian and the other credit reference agencies also began alerting each other (in August 2007) to cases of identity fraud so all three agencies could get in touch with the victim to offer support and advice and receive and share monthly updates.

In recent years increasing numbers of consumers have taken an active part in managing their own credit reports.  For some this is motivated by concerns over identity theft, while for others it stems from a desire to get the best possible credit rating.  These users often require much more than statutory access to their data, and our Interactive businesses have developed a range of added-value services to respond to their needs.