Equifax 2007 Annual Report Download - page 9

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EQUIFAX | 2007 ANNUAL REPORT 7
North America Personal Solutions empowers consumers
to manage their financial health. When consumers want to
protect themselves against identity theft, we can help. When
consumers want to actively manage information about
themselves as part of their overall financial management,
again, we can help. These consumers account for about
76 percent of spending in the $1.25 billion personal
solutions marketplace.
Over the past year, we have repositioned our business
to focus almost entirely on acquiring and retaining these
“Protectors” and “Managers” – and the results have been
positive. Recurring subscription revenue rose to 69 percent
of our total revenue, growing closer to our goal of 75 per-
cent. This repositioning also is improving profitability as
we focus on the highest-margin areas of the market.
Acquiring and retaining customers, as well as
increasing the dollars they spend with us, have been, and
will continue to be, our key growth drivers. Our success
depends on one dynamic: understanding and listening to
customers. We are doing so more effectively than ever.
We improved customer experience at our primary
point of contact by introducing a new consumer portal and
redesigned website. Overall, customer satisfaction with
site usability is up 17 percent. We also expanded call center
operations to better meet the needs of our growing subscrip-
tion customer base and thereby improve retention. And
we shifted the tone of our CRM program from sales-driven
to loyalty-based, a strategy yielding positive customer
response. We expect momentum to continue as Personal
Solutions maintains its course of empowering consumers
to take greater control over their financial well-being.
North America Personal Solutions
Consumers are more worried
about protecting their identities
Internet is changing the way
commerce is conducted
Consumer networks are
rapidly growing
STEVE ELY
PRESIDENT,
NORTH AMERICA PERSONAL SOLUTIONS
“Listening to consumers and responding to their needs is at the
heart of our business. We have unique capabilities to help con-
sumers manage their financial health and protect their identities.
Today, we help consumers understand the power of their credit
while providing needed insight to make good financial decisions
throughout their lives. With a trusted reputation for managing
extremely confidential information, we continue to explore ways
to serve consumers in the ever-changing digital world.”
GROWING A RECURRING REVENUE STREAM
2004-2007
Increasing the number of subscription customers is growing
recurring revenue for North America Personal Solutions.
04 0705 06
*excluding a litigation
loss contingency
$160
$120
$ 80
$ 40
0
Revenue
(in millions)
04 0705 06*
$40
$30
$20
$10
0
Operating Income
(in millions)
CONSUMER TRENDS