Crisis Response

Assessing the readiness of UK organisations to manage the impacts of a consumer crisis

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Understanding the value of crisis response preparedness

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.

 

About this report

This report presents the findings of two independent research studies into crisis preparedness, response and recovery. 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. The research investigated 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. 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.

 

AT A GLANCE: TOP 10 FINDINGS

78 percent

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

100 percent

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

93 percent

of C-suite respondents said they / their families had been personally impacted by a data breach.

39 percent

of leaders surveyed are worried about the financial impact of responding poorly to a crisis.

61 million pounds

Failure to prepare and respond well to a crisis will cost UK organisations, on average, £61m over the next five years.

53 percent

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

50 percent

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

42 percent

of organisations surveyed have no consumer crisis notification process in place.

7 percent

Only 7% of businesses that had experienced a data breach were able to inform customers within 24 hours. 55% of consumers expect to be informed within 24 hours.

46 percent

of leaders thought responding positively to a crisis would increase customers and business.

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We're here to help you and provide the help required for Crisis Response. Prioritise your preparation and start planning toward a more secure future

Experian Reserved Response

Working with you to build out your plan.

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.

 

How Experian can help: Respond with confidence in a crisis

The Experian Crisis & Data Breach Response team has more than a decade of experience in supporting businesses to resource and manage data-breach and crisis-response programmes on any scale.

Our specialists use proven methodology to guide you through the process of evaluating your resources, identifying skills gaps, developing response plans, building a response team, and preparing customer notification processes – so that your organisation is ready to handle any crisis when it occurs. Where required, we can provide inbound and outbound mass consumer notifications and call centre capabilities to support your response.

We can adapt our services and resource provision to suit businesses of all sizes. At the simplest level, we can help you to build a basic recovery plan using our free Experian readiness hub. Or we can offer more tailored advice, support and services, including delivering a fully supported, account managed and guaranteed reserved response service, in the UK and internationally.

Reserved Response diagram

Experian consumer crisis response capabilities

Consumer notification and fulfilment management

> Postal letter outreach
> Email outreach
> SMS outreach

Consumer response inbound resourcing and management

> Call centre facility
> Call centre agents
> Live web chat
> Email response management

Consumer response messaging templates

> Frequently Asked Questions library
> Communication templates (sample letters / emails)

Response planning, managing & reporting

> Response readiness planning
> Management of resources and fulfilment schedules
> Management information reporting

Address verification and cleansing services

> Contact data verification, quality checks and updates

Get in touch

To find out how we can help your business cope with any crisis, and mitigate financial, reputational and emotional damage. Or to book one of our free bespoke insight sessions and hear about recovery strategies, approaches and your potential blind spots, please contact us.

Meet the Experian Data Breach Response Team

Jim Steven - Data Breach

Jim Steven, Head of Data Breach Response

Experian Consumer Services
M: (+44) 07972 298698 | jim.steven@experian.com

For enquiries relating to Credit Expert, please contact 0344 4810 800 or email customerservice@creditexpert.co.uk.

 

Ryan Bradshaw - Data Breach

Ryan Bradshaw, Senior Breach Response Manager

Experian Consumer Services
M: (+44) 07866 126733 | ryan.bradshaw@experian.com

For enquiries relating to Credit Expert, please contact 0344 4810 800 or email customerservice@creditexpert.co.uk.

 

Jo Pritchard - Data Breach

Jo Pritchard, Crisis Response Executive

Experian Consumer Services
M: (+44) 07812 770418 | Jo.pritchard@experian.com

For enquiries relating to Credit Expert, please contact 0344 4810 800 or email customerservice@creditexpert.co.uk.

 

Contact us

If you have any queries, please don't hesitate to contact us and a member of our team will be happy to help.

Call us on 0844 4815 888 | Outside the UK +44 844 4815 888

Email: breachresponse@experian.com