Expectations & Experiences, the quarterly consumer trends survey from Fiserv, revealed unique insight into people's perceptions about their credit score - and what drives their behavior. This excerpt is from Expectations & Experiences: Channels & New Entrants, 2016. Learn more: https://fisv.co/expectations-channels.

1. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey1
Expectations & Experiences
Consumer Insights

2. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey2
Consumer Awareness
of Credit Scores
Excerpt from Expectations & Experiences: Channels & New Entrants, Fiserv, 2016

3. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey3
Knowledge of Credit Scores Viewed As A Priority
Base: All qualified respondents (n=3079)
Q955: On a scale from 0 – 10, where “0” means “not at all important” and “10” means “extremely important”, how important is knowing your credit score to you?
1%
1%
8% 7% 14% 22% 16% 25%
Importance Of Knowing Credit Score
Not at all important (0) 1 2 3 4 5 6 7 8 9 Extremely Important (10)
Middle-5
32%
Top-3
64%
Bottom-3
5%
Consumers with higher income and investable
assets are more likely than their counterparts to
say knowing their credit score is important to them.

4. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey4
Many Consumers Admit Not Knowing Exact Credit Score
Base: All qualified respondents (n=3079)
Q905: Which of the following statements best describes your familiarity with your personal credit score?
39%
48%
13%
Knowledge of Credit Score
I know my exact
number
I know the general
range my credit score
is in
I do not know what my
credit score is
1 in 3 Early Millennials (33%)
say they do not know what their
credit score is.
Know Credit
Score NET:
87%
Those with higher income and
investable assets are the most
likely to say they know their
exact credit score.
Only half of those who say
knowing their credit score is
important (48%) actually
know their exact number.

5. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey5
53%
33%
22%
15%
11%
6%
4%
3%
3%
I was just curious
It was provided to me at no cost as part
of another financial transaction
To monitor identity theft
To try to improve my credit score
I was planning to apply for a new loan
I wanted to get the lowest interest rate
I wanted to lower my interest rate
Other
Not sure
Reasons For Checking Credit Score
40%
18%
11%
6%
6%
6%
2%
4%
8%
In the past month
2-3 months ago
4-6 months ago
7-12 months ago
1 year ago
2-3 years ago
4-5 years ago
More than 5 years ago
I’ve never viewed/checked my
credit score
LastTime Viewed Credit Score
Most Viewed Score Out of Curiosity; Fewer for Functional
Reasons
Base: All qualified respondents (n=3079)
Q915: To the best of your knowledge, when was the last time you viewed/checked your credit score?
Base: Checked credit score (n=2821)
Q920: Thinking about the last time you checked your credit score, for which of the following reasons did you check it? Please select all that apply.
Early Millennials (27%)
Seniors (12%)
Millennials, and to a
lesser extent Gen
Xers, are the most
likely to report
these reasons.

6. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey6
About the Survey
This is an excerpt from Expectations & Experiences, a quarterly consumer trends
survey conducted on behalf of Fiserv by Harris Poll, a division of Nielsen. This
longitudinal study that has been delivering insights into the financial services
experience since 2002. It is one of the longest-running surveys of its kind,
informing how Fiserv and organizations worldwide reimagine the financial
services experience.

7. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey7
Research Method
The survey was conducted online within the United States by Harris Poll between March 11 and
March 30, 2016. A total of 3,079 interviews were conducted among U.S. adults ages 18 and older
who met the following criteria:
 Someone in household currently has a checking account with a bank, credit union, brokerage
firm or other financial organization
 Used checking account to pay a bill or make a purchase in the past thirty days
The data were weighted to ensure that relevant demographic characteristics of the sample
matched those of the U.S. General Population. Green boxes represent highlighted differences. All
respondents (not only those who met the qualifying criteria) were weighted to U.S. Census
Bureau demographic profiles for the U.S. population, age 18+ on education, age, gender, race,
income, region, household size and number of hours spent on the Internet (with targets for this
variable coming from Nielsen Scarborough).

8. © 2016 Fiserv, Inc. Expectations & Experiences : Channels and New Entrants Quarterly Consumer Trends Survey8
Learn More
Download the Research:
Expectations & Experiences: Channels & New Entrants
https://fisv.co/expectations-channels
Video:
Author and financial journalist Jean Chatzy on the importance of
talking to consumers about credit scores:
http://fisv.co/2hOlONr