TransUnion’s New Consumer Credit Score: What Businesses Need to Know

Combined with richer behavioural data, the updated score provides a more comprehensive view of consumer credit behaviour, including greater focus on the actions that consumers who are thin file, new to credit or have limited credit histories can take to improve their standing. This enables organisations to better support a broader range of consumers through more relevant education, personalised guidance and inclusive customer experiences.

While the consumer score itself is changing, the underlying information held on a consumer’s credit report remains the same. Existing applications, accounts and borrowing arrangements are unaffected, and consumers’ credit report data will continue to be reported as it is today.

The introduction of the new TransUnion Consumer Credit Score also has no impact on TransUnion business scores, including TrueVision credit risk scores and affordability insights. Organisations will continue to use their own decisioning tools, eligibility criteria and assessments when making lending decisions.

As part of the move to the new consumer credit score, TransUnion is introducing updated score bands and more neutral, consumer-friendly language. Terms such as "Poor" will be replaced with "Low" and "Very Low," helping create more constructive and accessible experiences for consumers engaging with their credit information. For many consumers, these bands provide a more useful indication of overall credit health rather than focusing solely on the score number.

While consumers may notice changes to their score or score band, the overall impact is expected to be positive or limited for most people. Analysis shows 58% of consumers will remain in the same score band, while 36% will move into a higher band. Only 6% are expected to move to a lower band*.

For businesses, it's important to recognise these changes may be visible to consumers even when their underlying credit behaviour has not changed. As a result, some customers may have questions about why their score looks different or what the new score means for them.

Clear and consistent communication will therefore be key. By helping consumers understand that the change reflects a new scoring methodology rather than a sudden change in their creditworthiness, organisations can build confidence, minimise confusion and support a smoother transition to the next-generation consumer credit score.

The introduction of the new TransUnion Consumer Credit Score is more than a technical update — it creates new opportunities for businesses to engage, educate and support their customers.

With clearer explanations and more personalised insights, consumers can gain a better understanding of the factors influencing their score and actions they can take to improve it. This gives organisations new ways to deliver value, build customer trust and support better financial outcomes over time.

Below are some key opportunities the new TransUnion Consumer Credit Score presents for businesses.

Transparency, consumer understanding and financial inclusion are all key considerations within the new next-generation consumer score design. By making credit information more accessible and actionable, businesses can support customers in making more informed decisions while reinforcing their commitment to delivering good customer outcomes in line with Consumer Duty objectives.

With access to richer insights and more personalised educational guidance, organisations can deliver more relevant communications. This creates opportunities to encourage positive credit behaviours, increase engagement across digital channels and build stronger, long-term customer relationships. 

The enhanced score methodology better reflects consumers with limited or no credit histories, including those who are thin file or new to credit. By providing a more comprehensive view of credit behaviour over time, the new score helps organisations engage and support a broad range of consumers with greater confidence.

Built on richer data and advanced analytics, the new TransUnion Consumer Credit Score provides a foundation for future innovation. As consumer needs, technology and financial wellbeing strategies continue to evolve, businesses that support customers with the next generation score and latest credit insights could benefit from a more engaged, empowered consumers and be better positioned to adapt, enhance customer experiences, and develop credit product strategies that are fit for the future.

• The new TransUnion Consumer Credit Score is built using an enhanced methodology and richer data to provide a more robust view of consumer credit health.

• It’s more closely aligned with how lenders assess consumers for credit today while remaining a consumer-facing score.

• The score continues to act as an indicator of credit health rather than a lending decision.

• Most consumers are expected to remain in the same band or move to a higher band under the new score.

• Enhanced insights and personalised guidance create opportunities for organisations to improve engagement, support Consumer Duty objectives and help consumers better understand their credit health.

The TransUnion Consumer Credit Score is more than a new score — it represents a step forward in helping make credit information clearer, more transparent and more meaningful for consumers. For businesses, it creates new opportunities to support greater customer credit understanding, strengthen engagement and deliver better outcomes.

To explore how the new consumer credit score can support your organisation and customer engagement strategy, visit the CreditView page or access the latest new consumer score FAQs.