February 2015

Consumer voices on

credit reports and scores
2 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

Table of contents

Table of contents.........................................................................................................2

1. Introduction...........................................................................................................4

2. Background on credit reports and scores.........................................................6

3. About the focus group approach ........................................................................8

4. What we heard from consumers .........................................................................9

4.1 Some consumers were confused about what credit reports and scores 

are............................................................................................................9

4.2 Consumers described the process of obtaining credit reports and 

scores.... .................................................................................................. 10

4.3 Consumer challenges and concerns related to obtaining credit reports 

and scores ................................................................................................11

4.4 Some consumers struggle to understand the contents of credit 

reports..................................................................................................... 12

4.5 Consumers infrequently apply credit report information in their 

lives . ....................................................................................................... 12

4.6 Consumers worry about errors, identity theft, and fraud...................... 13

5. Patterns in consumer credit-checking..............................................................14

5.1 Active checkers: consumers who are checking their credit now .......... 14

5.2 Former checkers: consumers who have checked their credit in the 

past.. ........................................................................................................15
3 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

5.3 Noncheckers: consumers who have never checked their credit............17

6. Conclusion ..........................................................................................................19
4 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

1. Introduction

An essential part of the mission of the Consumer Financial Protection Bureau (CFPB or Bureau) 

is to empower consumers to take control over their financial lives. Since 2011, the CFPB has 

worked to improve the financial literacy of consumers in the United States and to ensure access 

to tools and information they need to manage their finances.

The Bureau’s principal financial literacy mandate is set forth in Section 1013(d)(1) of the DoddFrank Wall Street Reform and Consumer Protection Act, which mandated establishment of an 

Office of Financial Education to “be responsible for developing and implementing initiatives 

intended to educate and empower consumers to make better informed financial decisions.” 12 

U.S.C. § 5493(d)(1). 

To better help consumers make well-informed financial decisions and achieve their financial 

goals, we at the CFPB have sought to increase our understanding of what consumers know and 

how they think about key financial topics. Listening to consumers informs how we design our 

financial education initiatives. And we share our insights with others who have a common 

interest in improving the field of financial capability and the financial well-being of consumers.

That’s why we conducted a series of consumer focus groups around credit reports and credit 

scores.1 We wanted to hear from consumers, in their own voices, what they know about credit 

reporting and how they feel and act related to their own credit reports and scores.

The focus groups yielded rich detail about consumers’ experiences and what they know and 

think about credit reports and scores. From what we learned, financial educators can develop 

 

1 This work was conducted by Abt Associates under contract with the CFPB.
5 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

more effective approaches, tools, and information that a broad set of consumers will find 

helpful. This issue brief summarizes what we heard from consumers and discusses how these 

findings could shape financial education approaches for consumers.
6 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

2. Background on credit 

reports and scores

A consumer’s credit report is a synthesis of the consumer’s credit accounts, payment histories, 

accounts referred to collections, inquiries into a consumer’s credit file and public financial 

records, like bankruptcies. The credit history documented in a consumer's credit report is 

collected by a consumer reporting agency. The three largest nationwide consumer reporting 

agencies are Equifax, Experian, and TransUnion. 

Using information contained in credit reports, these agencies also produce credit scores—

numbers that signify a consumer’s relative likelihood of repaying a debt compared to other 

consumers.2 Credit reports and scores are widely used by lenders to determine consumers’ 

eligibility for credit and to set pricing for loans based on credit risk. Many companies have 

adopted the use of credit reports for other purposes, including eligibility determinations for 

homeowners and auto insurance, employment, and tenant screening. 3

 

2 Consumers do not have a single credit score, but rather multiple scores, depending on the particular credit bureau, 

the model used to calculate the score, and practices of the particular lender or other entity requesting the score.

While the consumer reporting agencies can produce credit scores using their own scoring models, the most 

frequently used models used to produce the credit scores provided to lenders are licensed from Fair Isaac 

Corporation (FICO) and VantageScore.

3 Jeremy Bernerth, “Demographic Variables and Credit Scores: An empirical study of a controversial selection tool,” 

International Journal of Selection and Assessment 20, no 2 (June 2012): 242-246; Deana Wilson and C. W. Von 

Bergen, “Credit Reports in Business: The Good, the Bad, and the Ugly,” Insights to a Changing World Journal 4:1-

16; Patrick L. Brockett, and Linda L. Golden, “Biological and Psychobehavioral Correlates of Credit Scores and 

Automobile Insurance Losses: Toward and Explication of Why Credit Scoring Works.” The Journal of Risk and 

Insurance. 74, no. 1 (2007): 23-63. 
7 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

Recognizing the far-reaching effects of consumers’ credit histories on their lives, the Fair Credit 

Reporting Act (FCRA) grants consumers free access once each year to their credit report from 

each major credit bureau. Except in certain limited circumstances, consumers do not have a 

right to free credit scores.4

Credit reports can be valuable sources of information for consumers. A consumer with an 

accurate perception of his or her credit standing may be better equipped to shop for favorable 

credit terms. Also, consumers who view their credit reports can identify potential errors in a 

credit file and obtain corrections, which may improve their credit standing. And consumers who 

check their credit reports have access to information that may help them focus on and improve 

how they assume and manage their credit obligations; this in turn can also help them improve 

their credit standing. 

Although there are benefits to checking one’s credit report, many consumers do not take 

advantage of free annual credit reports. The Bureau has estimated that 15.9 million credit-active 

adults receive a free credit report from one or more of the three largest national credit bureaus 

through AnnualCreditReport.com5 each year, which means that roughly 90 percent of the 

eligible population does not take advantage of this free benefit in a given year. The Bureau has 

reported that approximately 26 million consumers buy or receive credit reports from 

commercial credit monitoring services.6

The Bureau encourages consumers to check their credit reports regularly, for free. We are 

interested in how to make that message more effective. Through focus groups, we listened to 

consumers describe their motivations for accessing or not accessing their credit reports or 

scores. We heard about the extent to which consumers feel their reports are relevant to their 

lives and whether they feel capable of affecting them.7

 

4 Pub. L. 108-159.

5 AnnualCreditReport.com is the only source for free credit reports authorized under Federal law.

6 Consumer Financial Protection Bureau, Key Dimensions and Processes in the U.S. Credit Reporting System: A 

Review of How the Nation’s Largest Credit Bureaus Manage Consumer Data, December 2012.

7 Vanessa G. Perry and Marlene Morris, “Who is in Control?: The role of self-perception, knowledge, and income in 

explaining consumer behavior,” Journal of Consumer Affairs 39, no. 2 (2005): 299–313. 
8 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

3. About the focus group

approach

Focus groups are a valuable way to understand the common opinions, beliefs, and values that 

participants hold, as well as how wide their experiences may range. Focus groups are not 

intended to give us statistically significant data that can be generalized to all consumers. 

However, this method can give us rich qualitative information about what many consumers 

think and feel. 

In May and June 2014, we conducted a series of focus groups with a total of 308 consumers in

Boston, St. Louis, Atlanta, and Seattle. 

The consumers were selected to represent a variety of experiences with credit reports and 

scores, and with financial decisions in general. Though the participants represented a 

demographically diverse group, they are not statistically representative of the overall 

population. 

Because we also screened for people who had a significant experience with financial products 

and decisions, the consumers we talked to were generally more likely to be credit-active and 

have more experience with and knowledge of the credit reporting system than the general 

population. Thus, these focus groups give us insight into the views of certain types of consumers 

but should not be seen as representing the thoughts or experiences of all consumers. The 

findings give us insights into areas of particular confusion for some consumers that could be 

addressed through financial education.

In summary, the information we have gathered through these focus groups is intended to inform 

financial education efforts, and not to give us a full picture of consumer interactions with the 

credit reporting agencies or credit histories. The findings below should be read with that focus 

in mind. 
9 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

4. What we heard from 

consumers

The consumers we talked to were generally very aware of and interested in their credit histories. 

Most of these consumers were aware of the advice to check their credit report or scores

periodically. Many said they were aware that good credit histories were important for better 

interest rates on loans, to rent an apartment, for better insurance rates,8 or (sometimes) to get a 

job.

4.1 Some consumers were confused about 

what credit reports and scores are

The consumers in our focus groups expressed confusion, frustration, and uncertainty related to 

their credit reports and scores. Many of these consumers:

 Found it difficult to disentangle credit reports and credit scores. 

 Said they knew about the three largest nationwide credit reporting agencies, but were 

hard-pressed to name all three. 

 Were puzzled when they encountered differences in information across their various 

reports.

 

8 State law varies, and in some states the use of credit scores in determining insurance rates is not allowed.
10 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

 Thought they knew what raises or lowers credit scores, but still felt that their scores were 

not completely within their control. 

 Said they understood that multiple scores exist, but seemed unclear about which ones 

lenders use or how. 

4.2 Consumers described the process of 

obtaining credit reports and scores 

Most consumers who sought to obtain their credit reports or scores did so online. Many found 

the process confusing, particularly selecting among the many sites that offer reports and scores 

and knowing whether or not they could obtain a credit report for free. Those who succeeded at 

obtaining their reports or scores did so:

 Online at dedicated websites. Some consumers proactively accessed their credit 

reports online, primarily through AnnualCreditReport.com, through other sites that 

provide free credit reports and/or scores,9 or through subscriptions to credit monitoring 

services.

 On a credit card statement or online from their credit card company. Some 

consumers saw the credit scores provided by a financial institution on their credit card 

statement or at their card issuer’s web site. Consumers appreciated the presence of their 

scores on their statement, but had questions about what actions to take once they had 

seen their scores.

 In other ways. Some consumers received their credit reports in other ways, as a result 

of a data security breach, being told by a lender, or after being denied credit. 

 

9 Examples include CreditKarma.com and CreditSesame.
11 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

4.3 Consumer challenges and concerns 

related to obtaining credit reports and 

scores

Some consumers discussed difficulties they had faced in using AnnualCreditReport.com. They 

said that they felt uncomfortable about the security questions required to access reports on 

AnnualCreditReport.com. A few indicated that they had difficulty navigating or answering the 

security questions, and several were ultimately unable to access their report online.10

Additionally, one of the most common barriers to checking credit reports was a lack of 

understanding of “soft” and “hard” inquiries (also called “pulls”). An inquiry refers to a request 

to look at a consumer’s credit file, and it generally falls into one of two types:

 Hard inquiries. These are typically inquiries by lenders after a consumer applies for 

credit. These inquiries will impact credit scores because most credit scoring models look 

at how recently and how frequently a consumer has applied for credit.

 Soft inquiries. These are reviews of a consumer’s credit file, including reviews of 

existing accounts by lenders, pre-screened offers of credit from lenders, and consumer 

requests for an annual credit report. These will not change credit scores.

Consumers were unsure if requesting a copy of their credit report would be considered a hard 

inquiry and thus could negatively affect or “ding” their credit scores. This confusion did not 

seem to stop consumers from checking their credit reports and scores altogether, but appeared

to be a major factor in how often they checked.

 10 When consumers pull their credit reports through AnnualCreditReport.com, they must answer security questions designed to 

verify their identities.
12 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

4.4 Some consumers struggle to 

understand the contents of credit 

reports

Some of the consumers we talked to felt credit reports were fairly easy to read and digest, but 

others—particularly first-time users—reported feeling “overwhelmed.” A few consumers were 

surprised at the amount of information on their report. 

Some consumers said that they were confused by the names of financial institutions that 

appeared on their credit reports, because the financial institution went by a name the consumer 

wasn’t familiar with. In addition, some consumers indicated that they learned from their credit 

reports that their loans had been sold or were being serviced by companies other than the lender 

from which they obtained their loans. This was a source of confusion to consumers in 

understanding their credit reports.

Consumers in our focus groups generally understood that certain elements of their financial 

histories are “on” or “off” the credit report. Most often consumers used the phrase “on my 

credit”—for example, a negative event that was still “on my credit,” often despite efforts or a long 

lapse of time to get it “off my credit.” In addition, some consumers we talked to said they were 

familiar with the concept that negative items would eventually “fall off” their credit report after 

seven years.

4.5 Consumers infrequently apply credit 

report information in their lives

The consumers we talked to expressed a clear sense of what “good” credit scores are, but had a 

wide range of ideas of what “bad” credit scores are. Many consumers seemed to have a binary 

sense of credit scores. They said people with high credit scores received favorable offers, while 

those with moderate to low scores received unfavorable or high-cost offers. This perception 

appeared to lead to a sense of discouragement for some consumers, who felt that achieving 

incremental improvements to their credit scores that did not get them all the way to their 

perceived “good” credit scores would have no impact on their cost of credit. 
13 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

The consumers we talked to saw their credit reports as a tool to improve their credit scores and 

their general financial situation. However, many consumers said they were not sure how to 

improve their scores and were confused by conflicting advice about what actions to take.

4.6 Consumers worry about errors, identity 

theft, and fraud

Many of the consumers we talked to expressed concerns about identity theft and fraud. They 

also knew about the opportunity to dispute errors on credit reports, and many had actually done 

so. In general, consumers in our focus groups felt that checking their report was a reactive tool 

that could be useful in identifying fraud after it had already occurred.
14 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

5. Patterns in consumer 

credit-checking

We identified patterns among focus group participants for when, why, and how they check their 

credit. We delved into consumer perceptions and motivations behind these patterns. The 

patterns may help financial educators and others interacting with consumers better tailor 

information and resources to help consumers in managing their credit reports and scores. Note 

that because our focus group participants were not representative of the American population as 

a whole, we are not able to estimate the sizes of groups demonstrating these patterns. 

Our focus groups suggest that consumers have a primary habit, but may cycle through other 

credit monitoring behaviors based on life experiences, specific events, and life stages.

5.1 Active checkers: consumers who are 

checking their credit now 

Current checkers are those who check their credit reports at least once a year, and often more 

frequently. Compared with consumers who haven't checked their reports recently, current 

checkers are more financially savvy and more engaged with the financial system. They have 

more bank accounts and credit cards, shop around for products like auto financing, and spend 

time online looking for financial information. They believe they know more about credit files, 

credit terms, and interest rates. Their experiences, good and bad, have taught current checkers 

that credit is important and has an effect on their lives. 

We identified two motivations among those who currently check their credit.
15 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

5.1.1 Motivated by potential fraud or error

Some checkers are motivated by the desire to spot financial or credit fraud and credit report 

errors. These individuals realize the impact fraud and errors can have on everything from credit 

terms to employment prospects. 

This behavior is mostly a reaction to a negative event in the past, such as identity theft, credit 

card theft, or the persistence of a closed account on credit reports. Although this group is 

unlikely to be currently experiencing fraud or credit report errors, their past experiences have 

made them concerned. Because some are uncertain whether they took the appropriate steps to 

address fraud or errors, frequent checking lets them feel they are on top of things.

5.1.2 Gauging progress

Other current checkers routinely check their credit reports and scores to gauge progress in their 

financial lives. For those with poor credit scores, checking is a way to determine if they are 

making progress in fixing credit report errors or improving their creditworthiness. For those 

with better credit scores, checking lets them congratulate themselves on a job well done. 

Seeing the fruits of this hard work is positive reinforcement. It leads these consumers to 

continue engaging in proactive financial behaviors including checking their credit scores and 

reports.

5.2 Former checkers: consumers who have 

checked their credit in the past

Former checkers have not examined their credit reports in years, but have seen them at some 

point in their lives. There are several types of former checkers. Some of these consumers are 

older, more established, and plan to make few big purchases in the near future that would 

involve taking on new credit. Others are less active in the financial system (e.g., are less likely to 

have multiple bank accounts, and prefer to buy with cash rather than credit) and feel that they 

know less about credit terms and managing finances. 

Many former checkers are pessimistic. Relative to consumers in other segments, they are less 

confident that they know their credit scores, less likely to believe that they will receive favorable 

credit terms if they apply, and less likely to see their financial situation as improving. 
16 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

We identified three motivations behind the former checkers’ behavior.

5.2.1 Don’t need to know

Some former checkers do not see their credit reports and scores as currently relevant. They are 

not planning to purchase a home or car. These consumers perceive little benefit from checking 

their credit reports or scores, seeing it as a waste of time and money. They might not understand 

the potential far-reaching impact of credit histories on things like auto insurance rates, or they 

might be unaware of the potential for credit report errors, which could affect large purchases 

they make in the future.

5.2.2 Expect no change

Some former checkers do not expect to see changes in their credit reports and scores, so they opt 

not to continue checking. Of these, some feel they have good or adequate credit scores and 

assume they would receive some signal if their situation changed. However, most consumers we 

spoke to who fall into this group said they have poor credit and feel hopeless, so they chose to 

quit checking their credit reports. Some see themselves as taking positive steps, like establishing 

more of a financial presence or paying off bills, but they are not confident that this good 

behavior will be reflected in their credit scores and reports.

5.2.3 Tried it and didn’t like it

Some former checkers accessed their scores or reports in the past and did not like the process. 

For many of them, the process was (and is) confusing. Some are uncertain as to which website 

provides free credit reports, and many were uncomfortable answering the challenging security 

questions. They often found credit reports difficult to understand. Additionally, some past 

checkers wonder whether checking their report is a “soft” or “hard” pull and whether it will 

negatively affect their credit scores.11

 

11 Requesting a free annual credit report through annualcreditreport.com does not impact a consumer’s credit scores.
17 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

5.3 Noncheckers: consumers who have 

never checked their credit 

Some consumers have never checked their credit reports. Compared with consumers who check 

their credit reports, noncheckers tend to be younger. They have lower incomes and are more 

likely to rent than own their homes. Noncheckers have less experience and presence in the 

financial world. They use fewer financial institutions and have fewer credit cards. They know 

less about finances, credit files, and credit terms. Noncheckers report that they are less likely to 

have experienced a negative financial event, such as being denied credit.

We identified three main motivations among noncheckers.

5.3.1 Don’t see the need

Noncheckers have less financial experience than their credit-checking counterparts, so many 

simply do not see the need to access their credit information. They feel their credit report is not 

very useful if they are not ready to purchase and finance a house or buy a car. They might believe 

that their credit is adequate because nothing has signaled otherwise. Their approach is in line 

with the saying, “what you don’t know can’t hurt you.”

5.3.2 Fear the process 

Some noncheckers distrust the sources of their credit reports. For example, they are not sure 

which website or sites provide free credit reports. Even if they know to use 

AnnualCreditReport.com, security concerns may prevent these individuals from checking their 

credit reports. They are reluctant to enter their Social Security number and other private 

information, because they fear that this may put them at risk of identity theft.12 They fear being 

trapped into purchasing unwanted products like an additional report or a credit-monitoring 

service. Their distrust leads them to rely on their own personal judgments when making 

financial decisions, and to neglect online information and the advice of family and friends. 

 

12 Using annualcreditreport.com does not expose consumers to identity theft risk.
18 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

5.3.3 Avoid the pain

Some noncheckers purposely avoid looking at their credit reports. They assume their credit 

scores are poor,13 and they want to avoid the pain, embarrassment, and shame of being 

reminded of their financial situation. Some feel powerless to improve their credit situation, and 

they feel unable to escape from their past financial mistakes. 

 

13 This assumption by consumers may not be based on fact. Research has found that many consumers do not know 

their scores and, when asked to estimate them, typically underestimate their creditworthiness. B. Levinger, M. 

Benton, and S. Meier, “The Cost of Not Knowing the Score: Self-Estimated Credit Scores and Financial Outcomes,” 

Journal of Family and Economic Issues 32, no. 4(2011): 566–585; M. Cochrane, A. Gailey, and P. Zorn, “Consumer 

Credit Literacy: What Price Perception?” Journal of Economics and Business 60, no. 1–2(2008): 125-138.
19 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

6. Conclusion

The results from our focus groups suggest that many consumers are interested in and concerned 

about credit reports and scores. We found that some of the consumers we talked to expressed 

confusion about the best way to access credit reports and scores, what makes up credit reports 

and scores, and how to improve their scores. Some of the consumers we spoke to often do not 

feel empowered to take action to improve their credit histories, to use their credit reports and 

scores to negotiate better credit terms, or, ultimately, to use credit reports and scores as a 

helpful tool in achieving their financial goals.

The diversity of consumer perceptions, attitudes, and behaviors we heard around credit reports 

and scores suggests that there is much work to do in helping consumers understand and manage 

this complicated financial topic. Because consumers have a wide range of knowledge about and 

perceptions of credit reports and scores, there is no single message or approach to encourage 

consumers to engage more fully with their credit histories. 

However, consumer perspectives on credit reports do suggest that many consumers feel that the 

credit reports are “hard to get, and hard to read.” Efforts by credit reporting agencies to make it 

easier for consumers to access and interpret their reports could be a useful contribution to 

helping consumers navigate their credit histories. 

The growing number of financial services companies that provide their customers with regular

access to their credit scores on monthly credit card statements or online provides an opportunity 

to engage consumers around their credit reports. Once consumers see their credit scores, they 

may be motivated to learn more about their credit histories, check their full credit reports, and 

take action to improve their credit reports and scores.
20 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

Additional information and resources for consumers related to checking their credit reports and 

scores, making sense of what they find, and taking action to improve their reports and scores, 

could also empower consumers to be more actively engaged in their financial lives.

These focus group results suggest areas of consumer confusion that could be addressed by 

financial education approaches. Below are some general messages that could be used to address 

specific areas of consumer confusion or misinformation. These messages, among others, could 

be targeted as appropriate to consumers who demonstrate the patterns of credit-checking 

behavior described above. These messages can be also be further refined by understanding the 

perceptions and motivations of consumers, such as addressing consumer anxieties about the 

process of obtaining credit report, concerns about fraud, perceptions that they don’t need to 

know more about their credit histories, or the other issues raised above.

Obtaining credit reports:

 Checking credit reports on a regular schedule can be a valuable part of managing one’s 

financial life

 Annualcreditreport.com is the source for free credit reports that is mandated by federal 

law

 Checking credit reports once a year through annualcreditreport.com will not impact 

credit scores

 As mandated by federal law, Annualcreditreport.com provides consumers access to free 

credit reports once a year (this message could be coupled with more information on how 

to navigate annualcreditreport.com, including providing information on the security 

question process and on interpreting the information in the credit report)

 Checking credit reports once a year through annualcreditreport.com will not impact 

credit scores

 There are multiple types of credit scores created by a range of companies, and lenders 

may be using different scores than those that consumer typically can access

Monitoring and improving credit reports and scores:

 Seeing credit scores on a credit statement or via a financial institution can be an 

opportunity for consumers to learn more about their credit histories
21 CONSUMER VOICES ON CREDIT REPORTS AND SCORES

 A consumer’s financial actions are the main determinants of their credit scores; 

consumers have some degree of control over most of these factors

 Credit scores fall along a continuum, and even incremental improvements in credit 

scores may have positive impacts for consumers

 Checking credit reports on a regular schedule can be part of a set of activities to watch 

out for potential fraud or identity theft

These focus group findings will help the CFPB and others who are engaged in financial 

education to better understand different consumer segments related to behavior and motivation 

around credit reports and scores. This will allow us and others concerned about consumer 

empowerment to develop targeted messages, information, and other approaches designed to 

encourage consumers to understand and take action to improve credit reports and scores. 

Ultimately, we will use these focus group findings to better understand what types of financial 

education and empowerment programs and practices may improve financial decision-making 

skills and outcomes for consumers.