Understanding the value of crisis-response preparedness

Team in a crisis response meeting

The Covid-19 pandemic has transformed the way many organisations operate, rapidly accelerating emerging technology enabled trends such as remote working and digital service delivery. The upheaval caused by the pandemic brought into sharp focus the vital importance of adaptability, resilience and crisis management for organisations of all types.

It also exposed organisations to new risks, such that managing and mitigating operational risk has now risen to the top of the agenda for many UK organisations. But how is this focus on risk management manifesting itself? How are businesses organising their resources, plans and capabilities to better respond to future crises, whether medical emergency, natural disaster, product recall or cyber-attack?

About this white paper

This white paper presents the experiences of businesses and individuals during the 18 months up to December 2021, delving into their experiences of crises, the subsequent response and outcomes.

The first study surveyed 500 senior C-suite leaders, business owners and directors from a wide range of industries, including retail, professional services, healthcare, education, hospitality and financial services.

The second study surveyed more than 2,000 members of the public from across the UK.

By comparing the views of businesses with the experiences and expectations of the public, this report aims to highlight the key issues facing organisations when preparing for any crisis, and the priorities they face in fulfilling public expectations of crisis management.

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of respondents said their organisation had experienced a crisis in the previous 18 months.


felt they were at risk of a crisis within the next 18 months.


If an organisation handled a crisis poorly, 53% of consumers surveyed would file a complaint and 42% would move their custom elsewhere.


Only 50% of organisations surveyed have a crisis-response plan in place. 83% of consumers expect organisations to have such a plan.

How Experian can help you respond with confidence in a crisis

Building out your consumer response plan is one of the single most important steps your business can make to ensure you have the right resources in place to deliver a comprehensive response to an incident in a timely and confident way. Our proven experts have developed a service which includes insight into why certain readiness steps are important, ensuring your team are knowledgeable about the key components of a consumer recovery plan.

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