Building strong relationships is key to our success
Through our purpose, business model and strategic execution we aim to have a positive impact on all our stakeholders.
180m+
free members across the USA, Brazil, UK and Spanish Latin America
US$15bn
debt renegotiated
How we add value
We put people in control of their financial wellbeing. We help them access many financial services such as obtaining credit, saving money and paying bills. Because consumer data is at the heart of our business, consumers need a company they can trust with that data and who will be their champion. Not only do we serve consumers directly, but our clients, whether they are businesses or other organisations, serve consumers as their end customer. This is why consumers are at the heart of all we do.
Our consumers need access to credit services and data security; they need protection from fraud and identity theft; and they need high-quality, accurate data to monitor and manage their credit status.
We engage them through:
- Day-to-day interactions on our free apps and platforms. We provide financial education, savings, payment services, debt renegotiation tools and free Experian credit reports online, as well as other products and services
- Contact centres that address customer concerns on a range of issues, from access to credit, to help with amending data on their credit file. We also help to support people who are victims of identity theft
- Outreach through our consumer education programmes, Experian Education Ambassadors, consumer experience programmes and consumer councils
- Marketing campaigns and media relations activities
- Social media channels, such as Experian Exchange global site, AskExperian blog, #CreditChat campaign, CreditChatLive events and Experian News, as well as working with social influencers
- Processes to review their data, raise queries and have corrections made if needed, to address data accuracy on credit files
>150k
clients globally
9,920
technologists and product developers at Experian
11+
industry sectors
5th
consecutive year of improvement in our client global Net Promoter Score
How we add value
We work hard to get to know our clients.
We want to delight them, so we monitor their ambitions and challenges closely and help them find solutions. We provide many different services that can help them get faster, smarter insights, protect against fraud or provide more efficient, more personalised services for their customers using our sophisticated solutions.
- To enhance the services they provide to their customers – typically they seek to provide faster, frictionless and more personalised digital interactions
- To identify their customers and prevent fraudulent transactions
- High-quality and accurate data, analytics and workflow solutions that help their decision-making and risk management process
- To manage and reduce their costs
- To meet their own compliance and regulatory requirements
- Data security and privacy
We engage them through:
- Day-to-day interactions with sales, product and support teams
- Ongoing client relationship and Net Promoter Score surveys, customer loyalty monitoring
- Responding to client requests for information
- Regular opportunities, such as webinars, advisory boards and conferences, for clients to explore how data and technology can help them address market trends
- Customer-experience programmes to monitor client expectations
- Collaboration with our data scientists at our three Innovation Labs in Costa Mesa, London and São Paulo to solve key challenges and create innovative solutions
8m
people reached through social innovation products in FY24
146m
people connected through UFH since launch in FY21
US$19.7m
total spent on our community investment
70,000
hours volunteering
How we add value
We help people, in many communities, to access credit and other financial services so they can take control of their financial circumstances and improve their lives. Our businesses support local economies in the areas where we operate through employment and paying taxes. By helping businesses prosper, we enhance their potential as local employers.
- Business success, employment and job creation
- Access to public services
- Long-term asset creation
- Inclusion in mainstream financial services and products
- A healthy environment to live in
We engage them through:
- Our core products such as Experian Smart Money, Experian Boost and Experian Go and social innovation products (e.g. Limpa Nome) that help improve financial lives
- Working with NGO partners and our United for Financial Health programme (UFH)
- Direct community investment, charity partnerships and sponsorship, with a strong focus on initiatives that support financial education and management
- Employee volunteering and technical support for charities, including gifts in kind and pro bono work
- Advice and support
- Campaigns to raise awareness of topics relevant to communities
22,500
employees
83%
employee engagement
4.3
Glassdoor rating
How we add value
We support a positive, collaborative, diverse, equitable and inclusive culture and do all we can to make Experian a great place to work. We listen to our people's views and value their feedback. We celebrate great performance and offer employees support in learning new skills and progressing their careers, giving them a sense of purpose – an integral part of our organisational culture that has a positive impact globally.
- To feel valued for their contribution
- To feel supported, trusted and fairly treated
- To feel satisfied with their work environment
- To feel they make a difference to society
- To contribute to our engaging, positive, empowering culture
- Training and learning
- Career progression
- Job security
We engage them through:
- A ‘people first’ culture which helps us to attract, retain and develop our highly talented people
- Internal communications, including our enterprise-wide communication platform, Horizon
- Regular dialogue and performance discussions with managers
- Regular people surveys (Pulse and Great Place to Work (GPTW)), surveys for new joiners and for leavers
- Meeting with Board members and senior management, and quarterly global webinars hosted by our CEO, CFO and COO
- Regular townhall meetings with senior management and other engagement events
- Employee Resource Groups and other networking opportunities
- Feedback via the online feedback.me tool
- Employee assistance helpline
- Whistleblowing hotline
21
key suppliers in our dedicated Supplier Relationship Management programme
2,900
suppliers in our three largest markets
How we add value
Closer relationships with our suppliers, enabled through partnerships and fairness, help us to uncover and realise new value, increase savings and reduce costs and risk of failure, as well as ensuring we comply with our obligations. Many of our data contributors are also our clients. They often supply us with data through a give-to-get model. Our ability to combine, clean, sort and aggregate data from thousands of contributors creates a more complete picture of consumer or business interactions across markets.
- Long-term, collaborative, trusted relationships
- Business opportunities
- To mitigate market and financial risks
- To meet regulatory requirements and our ESG expectations
We engage them through:
- A formal procurement process for supplier selection
- A specific supplier-facing website to help them understand our expectations and ethical requirements
- Our Supplier Relationship Management (SRM) programme for key suppliers that helps ensure streamlined processes, performance, segmentation and qualification
- Third-Party Supplier Risk Assessment process, that includes due diligence in critical areas such as data security and compliance
- Supplier assessment and training focused on reducing the risk of Modern Slavery among key suppliers
- The CDP (formerly The Carbon Disclosure Project) and the trialling of an Environment contract annex to understand their contribution to our Scope 3 emissions
32
countries
19
consumer information bureaux
16
business information bureaux
75%
reduction in Scope 1 and 2 carbon emissions since 2019
How we add value
Operating in a complex and evolving regulatory environment globally, we aim to maintain a positive and proactive engagement strategy with governmental institutions and policymakers in all our regions. This is because we enable the transparent flow of data that’s essential to the functioning of modern economies and the financial ecosystem. High-quality data coupled with advanced analytics reduces risk to lenders, improves processes and helps reduce fraud. It enables people to make informed decisions about their finances. The economy benefits with improved access to credit, improved market competition, increased diversification of financial products available and reduced cost of credit.
- To generate prosperity
- To manage economic cycles
- To support their stakeholders’ financial wellbeing
- To create regulations and ensure compliance
- To manage issues that affect consumers and businesses
- To mitigate impacts of and, where possible, reverse, climate change
We engage them through:
- Constructive relationships with policymakers, including regular interaction with members of senior management
- Events where we communicate the role we play in supporting an innovative, regulated data industry
- Responding to public consultations on issues relevant to our business, and liaising with various organisations to address societal challenges
- Participating in multi-stakeholder engagement for policy consultation; providing policymakers with a better understanding of our industry, data processing and innovative data use
- Monitoring regulations, and putting in place policies and processes to ensure compliance
How we add value
We aim to create value for current and potential owners of Experian’s shares and bonds through organic and inorganic investments that grow our position in our chosen markets. We balance this investment with shareholder returns, dividend payments and share repurchase programmes when appropriate, all while ensuring we meet our wider sustainability commitments. This creates long-term, sustainable value for our shareholders and bondholders.
- To understand Experian’s strategic direction, financial performance, and the sustainability of the business
- To analyse structural market trends
- To generate sustainable investment returns through share price appreciation, dividend payments, bond interest and share repurchases
- To understand management and incentive structures
- To ensure they are investing in businesses that are committed to environmental progress and societal benefit, and which have strong governance
We engage them through:
- A dedicated investor relations programme
- Quarterly financial updates, Annual Report, and associated reports on tax, social impact and diversity, equity and inclusion – in which we inform analysts, investors and other interested parties about our financial and strategic progress
- Face-to-face and virtual meetings, roadshows, conferences and teach-in sessions specific to our business, strategy and ESG progress
- Answering bondholders' queries when they arise, and organising focused update meetings before issuing bonds
- Regular investor surveys and feedback – provided to management and the Board to ensure our shareholders' views are well understood
- The Chair of the Board holds meetings with our largest shareholders to discuss developments in strategy, ESG and other material issues
- Shareholders meeting and putting questions to our Board and senior management team during our Annual General Meeting
- A website where investors can access a wide array of information about Experian
Our purpose
We create a better tomorrow for consumers, businesses, our people and our communities.
Board and Group Operating Committee
Meet the team leading our journey towards creating a better tomorrow.
Awards
We’re proud to have the efforts of our sustainable business strategy celebrated by others.