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• Home  > Consumer engagement and empowerment 

• Consumer engagement and empowerment
•  Background
•  Developments in
  consumer support
•  Consumer education
•  Direct to consumer
  service developments
•  Case studies section

“Supporting consumers and helping them solve their problems and questions can be a challenge but I enjoy it. I like to think that people understand our role a little better when they have finished speaking with me.”

Fabiola De Vezzi
Service Supervisor, Consumers'
Protection, Experian Italy

Case studies section

Experian is much more than just a credit reference agency but this is one of our central services and is very visible to the consumer so we focus on this role in this section of our report.

As a credit reference agency Experian is obliged by law to provide a certain level of service to consumers, but we set ourselves targets to exceed imposed standards. Experian has a network of community champions across the globe who lead the way in ensuring consumers’ rights and needs are considered in our business interactions.

As in previous years we have assisted huge numbers of people. We report statistics to give readers an idea of the scale of our operations. We have 450 million consumer credit records and operate 15 consumer credit bureaux.

We are still focused on improving our service to consumers in all capacities: statutory, voluntary and commercial. The spread of our activities both geographically and by type makes it difficult to provide a consistent measure of performance, but we do provide a narrative of improvements in this section and are looking at how we can make this increasingly quantitative.

One very significant achievement this year comes out of our consumer champions’ passion for their role in informing and empowering consumers. These individuals across the world have created a forum to share ideas and best practice on consumer education initiatives and are developing materials collaboratively, creating efficiencies at the same time as inspiring each other.

The central direction for the Group’s community programme is also now focused on financial education and entrepreneurship and so increasingly our funds will support projects that serve the long term interests of the consumer.

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