Are You
Response Ready™?

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Are You Response Ready™?

Experian Reserved Response

Whether a data breach response is successful depends on the speed of notification and quality of response. If you fail in those areas, you’ll find yourself in the dreaded tragic quadrant.

Experian Breach Response Matrix™

The outcome of your breach response will be determined by two factors: Speed of notification and Quality of Response. The matrix illustrates the relationsips and resulting outcomes. There are three ways to fail, but only one path to the Redemption Quadarant—a fast, quality customer response. Answer the questions below and find out if your breach plan is setting you up for a best-case-scenario.

Most breach response plans are tragedies waiting to happen.
Complete the survey below to download the Tragic Quadrant^™ whitepaper and find out why.

Assess your current plan.

Complete the questionnaire below then hit “Submit” to see how Response Ready you are and where your response plan falls on the tragic quadrant.

		PLAN PERFORMANCE BY BREACH SIZE
SPEED METRICS	Activity	50% of customers affected	100% of customers affected
SPEED METRICS
Notify Customers	Written notice to each customer affected by the breach sent via first class mail, email or substitute notice website	50% of customers affected	100% of customers affected
Launch Customer Website	Provides notice of the breach, identity protections being offered, news updates, FAQs, and how to determine if you are affected	50% of customers affected	100% of customers affected
Launch Customer Call Center	Live, trained customer care specialists taking calls and responding to email and social media posts	50% of customers affected	100% of customers affected
Identity Theft and Fraud Resolution	How quickly do the customer care specialists address identity theft questions and resolve customer fraud cases to minimize regulator escalations, fines, and lawsuits?	50% of customers affected	100% of customers affected

		PLAN PERFORMANCE BY BREACH SIZE
QUALITY METRICS	Activity	50% of customers affected	100% of customers affected
QUALITY METRICS
Clarity & Consistency of Communication	Are all communications clearly written, comprehensive, and understood by the average customer? Consistent across all channels – web, notice, call center?	50% of customers affected	100% of customers affected
Customer Response Satisfaction & Average Handle Times	How quickly are customer calls, emails, messages, and social media posts answered? Are customers satisfied with the experience?	50% of customers affected	100% of customers affected
Compound Security Gaffes	How many embarrassing security gaffes are committed? ( i.e. insecure website, hyperlinks in emails, suspicious domain names etc.)	50% of customers affected	100% of customers affected
Infrastructure Availability	Do the phone system, websites, and supporting applications remain available and responsive during the massive customer demand spike?	50% of customers affected	100% of customers affected
Regulator Escalation Rate	How quickly are regulator information requests and customer escalations closed?	50% of customers affected	100% of customers affected
Executive Loss	How many executives are terminated?	50% of customers affected	100% of customers affected