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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Serasa's performance this year. Read more

Serasa

Experian acquired a 65% stake in Serasa in June 2007 and this has subsequently increased to 70%. Founded in 1968, Serasa owns the most extensive databases in Brazil on the credit behaviour of consumers and companies.

It is a well established company, with over 2,400 employees and operates across 147 locations. It has won numerous employer awards, is consistently ranked in the list of top ten employers in Brazil by the ‘Great Places to Work Institute and was awarded first place in 2006

It has been reporting its performance voluntarily for the past 14 years. Since 2004 it has been implementing the guidelines of the Global Reporting Initiative (GRI) and in 2006 reported to the new G3 guidelines.

We have incorporated Serasa’s data in this report under our six responsibilities and clearly differentiated our year-on-year comparative data to make sure the effect of the acquisition is transparent.

All data from Serasa included in this Report relates to the calendar year of 2007 (1 January - 31 December 2007) rather than the Fiscal Year ending 31 March 2008 as the rest of the business.