The vulnerability data maturity model

Stop waiting for disclosure. Start identifying customer vulnerability before the crisis begins.

Most firms put significant resources into governance and customer treatment policies, yet they still rely on lagging indicators to identify vulnerability. By the time a customer misses a payment, files a complaint, or discloses a change in circumstance, the pressure has often been building for weeks—or months.

Are you identifying vulnerability, or are you just responding to the aftermath?

The reality of vulnerability

Identifying vulnerability requires more than just good intentions. The data shows that waiting for customers to speak up is no longer a viable strategy:

• Nearly 1 in 2 UK adults carries at least one characteristic of vulnerability, yet firm identification rates consistently fall below this.
• 6 in 10 vulnerable customers never disclose their situation to their provider.
• Firms waiting for self-disclosure are inherently behind the curve.

Introduce the vulnerability data maturity model

Our new ebook outlines a clear framework to help your organisation assess its current approach and move toward continuous, proactive monitoring.

We define four stages of maturity:

1. Reactive: Identifying vulnerability only after an event (complaints, missed payments).
2. Aware: Managing known vulnerabilities through internal flags and account history.
3. Proactive: Combining internal and alternative data to identify signs before arrears appear.
4. Embedded: A live, “always-on” environment where vulnerability intelligence drives operational decisions, product design, and risk management.

What you’ll get from this guide:

• A comprehensive assessment framework to benchmark your current maturity level.
• A clear understanding of the difference between lagging and leading indicators.
• The operational insights needed to move your team from “Reactive” to “Embedded.”

Ready to assess your maturity?

The maturity model provides the framework; a KYVC Proof of Value shows exactly where your organisation stands. By using your own customer data, our assessment quantifies:

• Evidence of where earlier identification is achievable.
• Quantified operational opportunities across your portfolio.
• A clear business case for earlier intervention supported by measurable results.