Re-engagement as a Growth Lever — How to Win Back Dormant Customers
In a competitive credit market, growth isn’t just about bringing in new customers, it’s about getting more from the ones you already have. Dormant or disengaged customers often represent untapped value and re-engaging them can be a smart way to strengthen your portfolio and improve profitability.
At TransUnion, we see re-engagement not just as a retention tactic, but as a strategic lever for long-term growth. Below are practical ways to reconnect with customers and help your portfolio thrive.
Spot Disengagement Early
Only 8% of surveyed consumers said they’d stay with their current credit provider when considering short-term credit options, highlighting how fragile loyalty can be in today’s market. ¹ By tracking changes in behaviour like reduced usage or lower credit activity, you can step in before they disappear for good.
Personalise Outreach With Purpose
Our research shows that personalised engagement whether it’s a tailored offer, credit-building tool, or a simple check-in is linked to stronger customer outcomes. Customers who received personalised support saw 8.1% account growth, compared to 3.6% for the general UK credit-active population. ² This highlights the importance of using data to tailor outreach in ways that feel relevant and timely helping customers feel understood and more likely to re-engage.
Rebuild Trust Through Education
When customers feel supported, they’re more likely to re-engage. Offer tools and tips that help them understand their credit health and take control showing you’re invested in their long-term financial success. In fact, 75% of UK consumers believe access to credit and lending products is important to achieving their financial goals, reinforcing the value of educational outreach.1
Offer Flexible, Friction-Right Solutions
Make it easy to return. Flexible repayment options, prequalified provisional offers and a secure, seamless experience can lower barriers and rebuild confidence.
Measure What Matters
Track what works from reactivation rates to product uptake and lifetime value. These insights help you refine your strategy and prove the value of re-engagement.
Ready to re-engage and grow smarter?
Download Thriving Together — Strategies to Enable Profitable Customer Portfolio Growth to explore how data-driven reactivation can help you unlock hidden value and drive sustainable growth.
- TransUnion. Consumer Survey, Q2 2025. OnePoll Survey.
- TransUnion. Credit Monitoring Case Study Q1 2024.
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