national debtline performance evaluation august 2008 prepared for: national debtline prepared in...
TRANSCRIPT
National Debtline
Performance Evaluation
August 2008
Prepared for:
National Debtline
Prepared in compliance with the International quality standard covering market research,ISO 20252 by Illuminas, Lion House, 141-145 Curtain Road, London, EC2A 3AR, UK
T +44 (0)20 7909 0929 F +44 (0)20 7909 0921 E [email protected]
www.illuminas-global.com
2
In order to secure ongoing support for the services offered by National Debtline, it is considered important to monitor the performance of the service against specific objectives
Research objectives: To measure and evaluate the performance of National
Debtline Specifically, to look at caller satisfaction with the overall service,
including the telephone advice service, the email service and the website
To compare performance measures with previous years to investigate whether any significant changes are evident
To look at immediate & on-going impact of contact with National Debtline
In particular, to investigate the impact of contact with NDL on a caller’s ability to manage their money and debt
To look at any wider issues that may result from contacting NDL and the impact on overall control of finances
Background: a measure of performance
3
A quantitative approach providing robust measurement
Performance evaluation
15-minute telephone interviews with individuals who had contacted National Debtline between September 2007 and February 2008
250 interviews with callers from England & Wales
50 interviews with callers from Scotland
Total 300 interviews
Longitudinal impact evaluation
15-minute telephone interviews with individuals who had contacted National Debtline 2 years ago, 4 years ago and 5 years ago
2 years on callers: Participated in performance evaluation survey ‘06
Total 90 interviews
4 years on callers:Participated in longitudinal impact survey ‘06 and performance evaluation ‘04
Website pop-up surveyTotal 450 responded
Pop up survey on NDL website
Total 41 interviews
5 years on callers:Participated in longitudinal impact survey ’06 and ‘04 and performance evaluation ‘03
Total 31 interviews
4
Methodology
All fieldwork conducted by The Wire, Illuminas’s own telephone and online interviewing unit
Data sources: Performance evaluation:
Caller details provided by National Debtline All provided consent for details to be passed on to a third
party for purpose of research
Longitudinal impact: Those who participated in previous waves of research and
agreed to be re-contacted - 162 interviews achieved
Website evaluation: Pop-up placed on National Debtline website during May – July
2008
5
Overview of Performance Evaluation
Executive summary Part I: Performance evaluation
Performance evaluation: key measures Making the first call: awareness and experience Delivering advice: literature and website
Part II: Website evaluation Part III: Longitudinal impact evaluation
Longitudinal impact evaluation: key measures Practical long-term benefits Wider impact of contact Literature
Summary and conclusions
Appendix Performance evaluation Website evaluation Longitudinal evaluation
7
Executive Summary: A continued success story
Continuing short and long-term satisfaction: Both recent callers to National Debtline and callers who used the service some time ago report
high levels of satisfaction with the service received:
…95% of callers satisfied who used the service during 2008
…94% of callers satisfied from two years ago
…92% of callers satisfied from four years ago
…97% of callers satisfied from five years ago
High levels of recommendation: Majority find the information provided by National Debtline extremely helpful and are keen to
recommend it
75% of 2008 callers found the advice to be extremely helpful
85% of 2008 callers would definitely recommend the service to someone experiencing debt difficulty
Reducing debts over time: For many, speaking to National Debtline prompts them to take positive action to reduce their
debt
Of those callers who spoke to National Debtline 2 years ago, 19% no longer have any outstanding debt, while 27% of callers from 4 years ago and 32% from 5 years ago no longer have any outstanding debt
Use of the website: Website usage continues to increase in terms of first time and repeat usage – and is rated now
even more highly than two years ago, particularly in terms of ease of use (a major positive attitudinal shift seen among callers in Scotland)
Areas for consideration: Those with new debt are much more likely to be those who first called five years ago (and are
less likely to be confident about managing money and feeling in control of life). Proximity to the advice engenders confidence and control
8
Executive Summary: Performance Evaluation (I)
Continuing high levels of satisfaction and recommendation in 2008
78% of callers were very satisfied with the service
75% of callers found the information and advice provided to be extremely helpful
85% of callers would definitely recommend the service
Encouragingly, satisfaction amongst callers in Scotland is now largely on a par with callers from England
72% of callers in Scotland were now very satisfied with the service versus 66% in 2006
78% now found the information and advice provided extremely helpful versus 66% in 2006
A large proportion of callers were prompted to take direct action after contact
70% of callers contacted the companies they owed money to and 76% of these callers came to an arrangement with the companies using the advice provided by NDL
91% of those callers who contacted and made arrangements with companies have kept to the agreementContact also had a positive attitudinal effect on managing debt
90% of callers agreed they felt more knowledgeable about financial matters overall
85% of callers agreed they felt less likely to find themselves in a similar situation again
84% of callers agreed they felt more confident about managing money in general
9
Executive Summary: Performance Evaluation (II)
Mixed levels of awareness of what the service offered before contact
39% of callers knew nothing about what the service offered when they first called NDL
59% of callers knew that National Debtline offered advice on handling debts
The Internet is an ever-increasing source of awareness of National Debtline
27% of callers first heard about NDL via the internet (versus 22%, 15% and 11% previously)
High levels of praise reserved for NDL advisers
80% of callers strongly agreed that the adviser was easy to talk to
84% of callers strongly agreed that the adviser dealt with their situation in a professional way
65% strongly agreed they had a better understanding of how to manage debt as a result of NDL Increased use of website continues in 2008
Website rated more highly against all performance measures
A vast increase in proportion of callers able to reach an adviser the first time they called
80% of callers got through first time (versus only 53% in 2006)
Note: substantial positive shift in scores amongst callers in Scotland
Overall, and in terms of contact with advisers, literature and website
10
Performance Evaluation: Website Evaluation (I)
Website searches are an extremely effective method of drawing people to the website
Half (50%) of website users found the NDL address via an internet search
However, a significant proportion (23%) experienced problems finding the NDL website
Website being used even more fully in 2008
59% of users this time versus 38% in 2006 had searched for information/ advice about debt
NDL clients are almost twice as likely this time to have: viewed templates; downloaded templates; accessed factsheets; used budget sheet; etc
Some evidence to suggest the website is assisting more users to take productive action
48% of users this time versus 36% in 2006 state are going to contact creditors
Reactions to the website even more positive in 2008
E.g. 80% of users this time versus 71% in 2006 rated the website as “good” or “excellent” for providing easy-to-understand information
11
Executive Summary: Longitudinal Evaluation (I)
High levels of satisfaction and recommendation remain over time
98% of callers from 2 years ago, 95% from 4 years ago, and 96% from 5 years ago were satisfied with the service they received from National Debtline
98% of callers from 2 years ago, 97% from 4 years ago, and 100% from 5 years ago would recommend the service
Previous callers appear successful in reducing their debts
19% of callers from 2 years ago no longer have an outstanding debt
27% of callers from 4 years ago no longer have an outstanding debt
32% of callers from 5 years ago no longer have an outstanding debt
A high proportion of respondents are able to maintain payment arrangements over time
78% of callers from 4 years ago contacted companies they owed money to and 81% of these callers came to an arrangement with these companies
Of those callers who had made arrangements, 92% kept to these arrangements. The majority of these arrangements had been made over two years ago
12
Executive Summary: Longitudinal Evaluation (II)
Evidence suggests there are wider consequences of debt
36% had visited a doctor because of the stress of debt
23% had time off work as a result of stress
Respondents report that contacting NDL engenders self-sufficiency in financial matters
Around 6 in 10 callers from 2-4 years ago strongly agreed they were more in control, more knowledgeable, or more confident about managing their money. However, those from 5 years ago were slightly less likely to strongly agree (and are more likely to have new debt)
Literature provided by National Debtline is shown to be of high value over time
83% of callers from 2 years ago and 84% from 4 and 5 years ago reported that they read the literature and stored it for future reference
38% of these callers have looked at the information since they first stored it
NDL advice has a positive impact on callers’ emotional states in particular
9 in 10 of callers from 2 to 5 years ago state this
15
Overall, how satisfied with service you received from National Debtline?
The service continues to generate high levels of continued satisfaction amongst callers
Overall satisfaction remains at the same level as 2006 (95% satisfied)
Callers in Scotland appear less content than callers in England and Wales, albeit satisfaction levels in Scotland are increasing after a slight dip in 2006
17 3 1178
Very satisfied Fairly satisfied Neither/ nor Fairly dissatisfied Very dissatisfied
Base: all (300)
Base: Scotland (50)
%
% very satisfied
Total Scotland
2008 78 72
2006 79 66
2005 79 76
2004 74 69
16
Reasons for satisfaction (I)
They gave me the information that I
needed; they were very helpful, very
pleasant and understanding
I phoned them up in distress; they were able to calm me
down, listen to me and then explain the procedure.
Sometimes I got lost and they very carefully explained it
again…they held my hand all the way They went extra mile for
me… they were very informative and sent
everything out that they said they would do
Whenever I phone they are very
understanding. They don't try to hurry you; they give you all the
time in the world, are very
professional and very effective
They were very understanding, gave a
personal touch and didn't make you feel awkward or uncomfortable; they were all very polite and listened
very well
They were very friendly, non judgmental and they
put me at ease
They spoke to me in a language that I
understood
They are readily available to call without an
appointment
I felt that they knew what they were
talking about and that it was objective
I was impressed with the level of professionalism,
comprehensive
knowledge and response
17
Reasons for satisfaction (II)
National Debtline put everything into perspective for
me
They made me feel equipped to
deal with the people who were taking financial
advantage
It is nice to be able to speak to people who
are very neutral
You are not treated just as a number - you are treated with a bit of respect
They were there every step of the
way, I only needed to phone them in order to calm me
down
They were polite, helpful and not
judgmental; providing great advice, and being really understanding…They were wonderful
and supportive
They put me on the right track and enabled me to organise
things properly…things are now controllable whereas before
they weren’t
Excellent advice and step by step procedures
It was like speaking to a friend
18
Reasons for dissatisfaction
They explained everything fairly clearly and gave me ideas on what to
do but didn't answer all of my questions
I suppose they didn't really tell me anything that I
wasn't aware of
They were pretty good when I spoke to them on the phone but they did not
follow up too well
The leaflets they promised
they would send never
arrived
I think I was expecting a little
bit more - personal advice rather than the
basics
The adviser was quite patronising - he spoke to
me as if he thought I was a bit of an idiot
because I was in debt
Although they sent out a very useful information pack, I could have done with a bit more follow up
from them
When I wanted to get in touch with them I could never get a
reply at the end of the phone, it
was an answering machine
19
Thinking about all the information and advice you received specifically from National Debtline, how helpful was it to you in dealing with your debt problem at the time?
NDL is often praised for helping manage debt
If someone you knew found themselves in difficulty with debt, how likely would you be to recommend National Debtline as a source of advice?
85 13 11
Definitely recommend Probably Probably not Definitely not recommend
%
Base: all: 300
75 20 3 1
Extremely helpful Fairly helpful Not very helpful Not at all helpful
Base: all: 300
%
Majority of respondents find service of considerable assistance, which translates into high recommendation
Total Scotland
2008
75 78
2006
75 66
2005
79 76
2004
77 69
Total Scotland
2008
85 80
2006
89 82
2005
89 86
2004
87 81
Extremely helpful
Definitely recommend
20
Why recommend NDL? (I)
People on the phone are very sympathetic, they don't patronise you
in any way
Both the people I spoke to were non
judgmental and that's very important
It is a very good starting point because they help to clarify things that may be
bothering you unnecessarily. They have a better understanding of all these things because they
do it on a day to day basis
They gave a few options…an informed
choice, they didn't make decisions for you
National Debtline explained my problems to me in simple language and made it simpler for me
to understand where I was going. I phoned them as a last resort; it should have been my first
resort
You realise you're not the only fish in the
sea, you find out there are a lot of
people in the
same situation The information I've
received and the confidence they've given
me to get my dignity back
The advice is good and helpful, it is a
whole weight off your shoulders
Overall it's an exceptional service…it is an organisation that is helping people
in despair
21
Why recommend NDL? (II)
When you find yourself in a situation where you owe money, it is better to
take positive action…The advice I was given enabled me to do this rather
than sitting down worrying and hoping the problem would go away…it won't
go away
It was easy to deal with the people at NDL, you feel comfortable talking to them because you feel they are on
your side
The advice is clear, concise, helpful… knowledgeable and well considered. The advisers
are friendly and sensitive and if, at any point, they feel unable to
respond to your query they consult a colleague who can help
them give the correct information. It makes you feel
less alone, it gives you the sense that there is someone who will
support you and argue your case
I felt that once I talked to the debt
line I was able to go back to my creditors and talk with more
authority
They take away the worry…and give you a light
at the end of
the tunnel
It was a bit like a financial
Samaritans…they help you at every
turn
In the first instance, I had to make four phone calls to actually get through to them. When I spoke to them about the situation, they seemed to feel that I could manage it
myself by sending me through an information pack which I didn't really want
…or why would you not recommend them?
22
NDL contact encourages repayment of debt
National Debtline continues to successfully assist callers to take direct action
After contact with National Debtline, 53% of callers took action to repay their debts and have successfully kept to these arrangements
Did you yourself contact any of the companies you owed money to after receiving advice from
National Debtline?
YES: 70% Base: all (300)
And as a result of this, did you come to any agreement or make any new arrangements with the companies you owed money to using the advice provided by National
Debtline?
YES: 76%Base: all who contacted companies (209)
And have you managed to keep to the arrangement which you agreed to?
YES: 91%Base: all who contacted companies and came to agreement: 158
YES Total Scotland
2008
91 86
2006
84 86
2005
86 100
2004
88 95
YES Total Scotland
2008
76 62
2006
71 70
2005
68 62
2004
81 70
YES Total Scotland
2008
70 68
2006
72 60
2005
68 52
2004
63 56
At time, any apply…
%
On DMP 17
Already declared bankrupt
1
Had IVA with companies owed money to
13
Contacted companies owed money to
26
Not contacted companies owed
Not come to arrangement Attempt to make any new
arrangements with companies owed money to using advice provided by National Debtline:
Yes -
attempted
53%
No
47%
23
NDL advice has a profound impact on future money management
62
68
58
53
56
28
17
26
28
20
I am more knowledgeableabout financial matters overall
I feel less likely to find myselfin a similar situation again
I feel more confident aboutmanaging my money in
general
I feel more in control of mylife as a result
I think it is more likely I willrepay my debt
Strongly agree Agree
Contact had a positive attitudinal effect on managing debt, and empowered callers
Base: all (weighted): 300
2008
68 68
2006
75 64
2005
64 65
2004
65 75
2008
62 52
2006
59 60
2005
56 56
2004
58 60
% Strongly agree
Year Total Scotland
2008
58 62
2006
60 52
2005
54 54
2004
57 502008
53 54
2006
60 46
2005
54 53
2004
56 582008
56 48
2006
60 56
2005
56 58
2004
58 67
24
The importance attached to the contact
How would you describe how the service provided by National Debtline has helped you in terms of managing money and debt?
The budget plan that National Debtline sent to me and I
downloaded actually gave me a realistic understanding of my
entire financial position
It has helped me realise that you can spend too much money too quickly on a credit card…It is so easy to get into debt and a lot harder to get
out of it
They have been instrumental in everything I have had to deal with;
they have helped me tremendously. They have encouraged me to deal
with things straight away…however little, just to make sure every
payment is made on time
It has helped me understand the pitfalls of borrowing on
top of loans and how that can put me into huge debt
without noticing
It has encouraged us to set a specific budget per month and we're now very strict
with keeping to it
I feel like I am working for me now and not just working for everyone
else to take my money
It simplified things and made things easier to understand; the information was very clear
26
Most are aware NDL is a debt advisory service; unsurprisingly knowledge somewhat unrefined at first call stage
Mixed levels of awareness surrounding what the service offered: Just over half (59%) of callers knew that National Debtline offered advice on handling debts
39% of callers knew nothing about what the service offered when they first called
Internet an increasingly important source of awareness
27
13 1312
109
6
Internet search Citizens AdviceBureau/ otherfree agency
Article in paper/magazine
Friend/ relative TV Yellow pages Other telephonedirectory
How did you first hear about National Debtline?
%
Base: all (weighted): 300
Other sources include:
• Bank/ building society
• Radio
• Poster/ leaflet
• Creditors
2008 = 27%
2006 = 22%
2004 = 15%
2003 = 11%
27
Thinking about when you first rang National Debtline, how many times did you have to ring before you got through to an adviser?
NDL is now more accessible; moreover, vast majority of callers were given most of the advice they needed
A vast increase in proportion of callers able to reach an adviser first time they called
Once they had spoken to an adviser, majority of callers happy with service they received
94% of callers felt that length of their first call was about right 51% given all the advice they needed, with a further 39% given most of the advice they
required
53
80 9
10
4
7
2
3 7
1
3
4
162006
2008
Once Twice Three times Four times Five times More than five times Don’t know
39 24 16 7 14
Once Twice Three times Four times More than 4 times
How many times have you spoken to National Debtline?
%
%
Base: all (300)
Base: all (300)
%
28
NDL is often the first port of call for debt advice
Had you contacted anyone else for debt advice before you spoke to National Debtline ?
Who else have you contacted?
48
20
12
6
5
2
1
1
12
Citizens Advice Bureau
Debt consultancy service
CCCS
Other free debt adviceservice
Other fee charging company
Payplan
Bank
Family/ Friends
Other
%
%
Base: all (300)
Base: all who had contacted someone else prior: 95
National Debtline often first point of contact for debt advice (for two-thirds, as in 2006)
As in previous waves, CAB is most common alternative source of debt advice
Other includes: trading standards, solicitor, other websites
Used a fee-charging debt consultancy service, before spoke to NDL?
10
90
0
10
20
30
40
50
60
70
80
90
100
Yes, using No
%
29
First call with NDL rated highly
22
21
15
68
72
80
You felt you hadmade a positivestep towards
managing yourdebt
You had a sense ofconfidence in the
service
The advisor waseasy to talk to
Strongly agree Agree
Respondents were asked to think back to how they felt after their first call with National Debtline and to rate the service on a number of measures:
High levels of praise for contact enjoyed with National Debtline
Base: all (300)
%
2008
80 76
2006
83 80
2005
82 76
2004
81 69
% Strongly agree
Year Total Scotland
2008
72 76
2006
69 64
2005
70 62
2004
67 63
2008
68 70
2006
69 64
2005
69 49
2004
65 56
30
Vast majority proffer strong praise for NDL advisers
Service successfully provides strong support to callers, both in terms of emotional assistance and practical support
Interpretation and application of advice is likely to be more challenging for some callers
Callers in Scotland views largely on a par with callers in England and WalesCallers in Scotland this time more likely to strongly agree than in 2006 that adviser understood their situation, and dealt with problem in a sensitive way
No notable shift in views of England and Wales callers against each performance measure
84
79
79
77
74
65
14
16
16
14
19
24
The advisor dealt with your situation in a professional way
The advisor was knowledgeable
The advisor dealt with your problem in a sensitive way
You felt the advisor understood your situation
The advice provided was clear and easy to understand
You had a better understanding of how to manage your debtas a result of contacting National Debtline
Strongly agree Agree
%
Base: Callers in Scotland: 50Base: all (weighted): 300
Total 84 85 84 83
Scotland 76 78 84 71
‘08 ‘06 ‘05 ‘04
Total 79 82 78 77
Scotland 78 80 76 63
Total 79 80 81 77
Scotland 84 74 80 67
Total 77 76 76 75
Scotland 74 62 70 67
Total 74 76 74 75
Scotland 68 71 70 65
Total 65 61 67 66
Scotland 64 56 62 50
31
Service improvements
What could National Debtline do to improve the service they offer?
I think that some of the advisers are a bit abrupt Get more operatives…it’s getting
harder and harder to get in contact with them
It’s a pity that they are not better known so that they
could help othersSometimes it takes a long time to get hold
of them
Better advertisement of what they can actually do for you
More face to face contact
It is important to let people know that it is free, impartial
and not for profit
A follow up call to see how someone is
getting on If they could provide a bit more information
for people at the early stages E.g In school
32
Only a minority are currently on a Debt Management Programme. NDL less likely to be involved this time
24% of respondents were on a debt management programme at the time of responding to the survey (no significant difference to 2006)
NDL acting as intermediary in set-up by CCCS has halved Set up by CCCS/ Payplan after NDL referral down a third
Who was it that set up the debt management arrangement for you?
30
28
18
13
11
31
44
7
10
9
Another debt managementcompany
Set up by CCCS/ Payplanafter being referred to
them by National Debtline
Set up by CCCS withoutNational Debtline acting
as intermediary
Can't remember/ Not sure
Payplan without NationalDebtline acting as
intermediary
20082006
%
Base: all on debt management programme (2006: 75; 2008: 71)
Fee- charging debt management company
Total
Base: on DMP 21
Yes, fee charging 43%
No 57%
34
Thinking about information which was sent to you, how would you rate it in terms of the following?
The quality of the literature is high
Vast majority (92%) recall receiving literature after having spoken to NDL
Most rate the literature very highly against all assessment criteria Big shift in levels of satisfaction with the literature amongst callers in Scotland
– significantly more likely to state very good against each measure
75
72
70
69
68
19
22
20
18
20
The amount ofinformation provided
How clearly presentedthe information was
How useful theinformation given was
in helping you tomanage debt
How relevant theinformation providedwas to your situation
How easy it was tounderstand
Very good Good%
Base: all who recall literature sent:275 Base: Scotland: 46
Total 75 74 73 75
Scotland 78 67 70 72
‘08 ‘06 ‘05 ‘04
Total 72 73 70 68
Scotland 74 65 65 57
Total 69 70 69 68
Scotland 78 63 63 61
Total 70 69 67 72
Scotland 72 57 67 59
Total 68 66 64 65
Scotland 72 61 65 54
35
Half of callers visited the website - mostly before speaking to NDL, further visits followed from most
Growth – albeit less marked this time – in visiting National Debtline website
47% of callers now, compared to 43% and 24% in 2006 and 2004 respectively
Majority (71%) of those who have visited, visit again (22% five or more times)
Multiple motivations/ usage of website – finding out about service offered by NDL, search for debt information/ advice, and find NDL telephone number most frequently cited
Did you visit the website…
Before calling NDL: 69%
After calling NDL: 20%
Before and after: 10%
74
73
72
49
48
46
37
19
6
Finding out more about the service National Debtline offers
Searching for information and advice about debt
Finding the telephone number for National Debtline
Using the personal budget sheet
Accessing the factsheets
Viewing/ downloading sample letters
Downloading information packs
Requesting documents to be posted to you
Emailing National Debtline for advice
%
Base: all who have visited NDL website: 140
(NB: Prompted response)
36
How would you rate the website in terms of the following?
The website is rated even better than before, particularly amongst callers in Scotland
62
59
59
65
29
34
28
24
How easy it was tounderstand
How clearly presented theinformation was
How useful the informationwas in helping you to
manage your debt
The amount of informationprovided
Very good Good
%
Base: all who have visited website: 140
Website even more likely to be viewed as clear and effective – most state “very good”
Major positive attitudinal shift amongst callers in Scotland about website
Base: all callers in Scotland who have visited website: 29 in 2006 and 23 in 2008
(base too small in previous waves)
Total 65 61
Scotland 70 45
‘08 ‘06
Total 59 55
Scotland 57 38
Total 59 53
Scotland 57 41
Total 62 53
Scotland 70 34
38
Search engines remain the dominant means by which the National Debtline website address is found
47%
11% 11%
6%4%
2% 2% 1%3%
50%
13% 13%
6%4%
2% 3% 2% 3%
Internet searchengine
Citizens AdviceBureau
Anotherwebsite
Friend/ relative TV/ media Article inpaper/
magazine
Financialadvisor/ bank
People I owemoney to
Something else
2006 2008
How did you find the National Debtline website address?
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
Half find the website by searching though an internet search engine, with a further 1 in 7 via the Citizens Advice Bureau. No significant change between 2006 and 2008
Other sources mentioned:Yellow pagesCredit reference agenciesMoneysavingexpert.comThrough work/ job
39
A significant proportion experienced problems finding the National Debtline website
Q. Some people have stated that they had problems finding the official National Debtline website and tried other websites with similar names or website addresses first, did you experience this problem?
Base: All respondents who found the website via Internet search engine (220)
23% 77%
Yes, experienced such problems No, didn't experience such problems
39%
31%
18%
10%
18%
Other sites charge/ aren't free
Other websites come up first/at the top of the list
Others with similar name
Confused
Other Base: All respondents who found the website via Internet search engine and had difficulty finding it (51)
Q. Experiences and details of other websites tried first?
40
Website visits are mostly for finance/ debt advice
48%
20%
12%
8%
4%
2%
1%
8%
Financial/ debt problems
For the letter templates
Research/ information
To help a friend/ familymember/ client
For a budget plan/ sheet
Looking for/ downloadingfactsheets
Info about CCJs
Other
Most visit website to look for help and advice on the financial/ debt problems they are experiencing; one in five visit specifically to access the letter templates
Base: all who completed on-line survey (450)
I've just had a threatening
phone call and need some
advice urgently
I need further help in writing letters and the info on the
website is really really good
and helpful
I’m reaching the end of my tether with debt and have finally decided to take the bull by the horns and do something about
it!
41
The proportion of callers who had previously contacted National Debtline increased - both by phone and visiting the website
14%
37%29%
50%21%
16%
47%
71%
50%
64%
NoIntend toYes
Have you visited the National Debtline website before?
Have you spoken to National Debtline
advisers by phone? Base: all who completed on-line survey (475 in 2006, 450 in 2008)
2006 2008 20082006
42
Though numbers of callers contacting other advice sources is largely consistent, those who do so are contacting a wider range of sources than before
31% 69%
Yes No
36%
36%
19%
16%
14%
11%
3%
1%
1%
1%
11%
Citizens Advice Bureau
Debt consultancy service
Friends/ family
CCCS
Bank
Payplan
Accountant
Solicitor
Lawyer
Local council
Other
Who else have you contacted ?
Base: all who contacted someone else for advice (146 in 2006, 154 in 2008)
34% 66%
Yes No
48%
42%
16%
25%
12%
13%
3%
5%
1%
4%
7%
Citizens Advice Bureau
Debt consultancy service
Friends/ family
CCCS
Bank
Payplan
Accountant
Solicitor
Lawyer
Local council
Other
Q. Have you contacted anyone else for advice on managing money and debt?
2006 2008
Who else have you contacted ?
43
The website is being used for a broader range of purposes than before
38%
59%
28%
50%
29%
43%
24%
45%
27%
45%
50%
28%
30%
28%
43%
34%
39%
28%
35%
26%
Have used Intend to use
The proportion who have used the website for a variety of purposes has markedly increased since 2006. And there are still more who intend to use each service
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
2006
2006
2006
2006
2006
2008
2008
2008
2008
2008
Searching for information and
advice about debt
Finding out more about the service National Debtline
offers
Viewing/ downloading
sample letters
Accessing the factsheets
Downloading self help information
pack
44
Number of uses to which website is put to is growing
23%
39%
21%
36%
6%
18%
7%
10%
38%
29%
33%
32%
25%
26%
29%
33%
Have used Intend to use
Further evidence of website serving plethora of needs
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
2006
2006
2006
2006
2008
2008
2008
2008
Using the personal budget
sheet
Finding the telephone number for
National Debtline
Emailing National Debtline for
advice
Requesting documents to be posted to you
84% 16%
Yes No
Did you find what you were looking
for? Base: all who completed on-line survey (450)
45
The website is consistently rated even more highly than in 2006 (across all measures)
41%
41%
44%
37%
43%
38%
44%
38%
42%
40%
40%
40%
42%
38%
21%
26%
24%
36%
26%
36%
26%
36%
28%
39%
29%
40%
29%
42%
Good Excellent
2006
2008Easy to understand informationAmount of
information
General content
Presentation of information
How do you rate the website in terms of:
Already positive in 2006, perceptions of every area of the website have improved in the last two years
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
Ease of use
Ease of finding information
Design
2006
2008
2006
2008
2006
2008
2006
2008
2006
2008
2006
2008
46
Additional user comments
Feedback regarding site is mainly positive, with some small criticisms
An excellent source of reliable information
Extremely helpful &
knowledgeable
. Thank you Your interactive personal budget sheet is a marvel
Much needed and useful resource for both the general public looking
for information and advice and for advisers
to use as a resource tool
I’d like the budget sheet to be
downloadable in Excel so it can be altered/
managed. I had to print out a few before I got it
about right
I think that your fact sheets are the best
that are available I think your service should
be in receipt of some sort of recognition for the support
and help you are clearly providing. Thank you thank you thank you thank you!!!
I have emailed National Debtline several weeks ago now, and have not received any response - this is
very disappointing given the quality of service in terms of
advice available on the web pages
Fantastic service that has helped me more than
once!
It should have a discussion forum so we can all help each
other more
Make it easier to find from an internet search
engine
47
36% 36% 35%
18%
9%
4%
11%
48%
35%
25%
12%
8%
2%
14% 13%
Contact yourcreditors
Complete abudget form
TelephoneNational Debtline
Visit anothermoney and debtadvice website
Consult bank/lawyer/ otherprofessional
service
Telephoneanother moneyand debt advice
service
Email NationalDebtline
Something else
2006 2008
What is the next step you are going to take in terms of managing your money and debt?
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
(NB: Prompted responses)
Sizeable growth in number planning to contact creditors. Similar proportion now versus 2006 intend to complete a budget form or contact National Debtline next
There has been a clear increase since 2006 in the number of callers who state that they intend to contact their creditors following advice
*1
*1 Addition to 2008
questionnaire
50
Positive impact of contact with National Debtline has lasting effect, and does not appear to weaken over time
Over three quarters rated advice/ information first received as extremely helpful in dealing with their debt at that time
Impact of NDL service is deep and long-lasting
77%
80%
77%
21%
15%
19%
Extremely helpful Fairly helpful
2 years on
5 years on
98%
Base: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
4 years on 95%
96%
72%
85%
68%
22%
7%
29%
Very satisfied Fairly satisfied
2 years on
5 years on
4 years on
94%
92%
97%
And virtually all would recommend National Debtline to someone they knew in difficulty with debt
Again deep felt and lasting
89%
85%
97%
9%
12%
3%
Definitely recommend Probably recommend
And satisfaction with all elements of service remains broad over time
Intensity of satisfaction marginally higher amongst first contacted 4 years back
2 years on
5 years on
4 years on
98%
97%
100%
51
Proportion of respondents who currently have outstanding debt
Debt is being successfully managed over time
Previous callers appear to be successfully reducing their debts over time
81%
73%68%
4 years on
5 years on
Of those who have outstanding debt, the majority (76%) are dealing solely with the same debt as before.
Those with new debt were much more likely to be those who first called five years ago
2 years on
Base: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
52
Initial contact appears to help prompt action towards reducing debt Over time respondents are able to maintain these arrangements A small pocket of ‘5yrs on’ clients required recent new
arrangements
After initial contact with NDL, most agree – and then maintain – arrangements with creditors
Came to an agreement/ made new arrangement using NDL
advice?
Two years on: 81%
Four years on: 81%
Five years on: 89%Base: all came to agreement 2 yrs (63), 4 yrs (32) and 5
yrs (19)
Kept to the agreed arrangement?
Two years on: 90% Four years on: 92% Five years on: 94%
Contacted companies to whom money was owed?
Two years on: 70%
Four years on: 78%
Five years on: 61%
Base: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
How long have you had this arrangement?
Less than 6 months: 6%
6-12 months: 24%
Longer than 1 year: 48%
Longer than 2 years: 22%
How long have you had this arrangement?
Less than 6 months: 5%
6-12 months: 5%
Longer than 1 year: 35%
Longer than 2 years: 55%
Base: all who came to an arrangement with creditors and kept to it: Two years on (46), four years on (20) and 5 years on (16)
How long have you had this arrangement?
Less than 6 months: 25%
6-12 months: 19%
Longer than 1 year: 6%
Longer than 2 years: 50%
Attempt to make any new
arrangements using NDL advice?
35%Base: all not come to
arrangement (20)
Action taken after initial NDL contact:
53
Of those callers who didn’t contact companies to whom they owed money after NDL advice, most had already contacted them or had existing arrangements in place
24% had not contacted companies owed money to after receiving advice
At time, any apply… %
Base: (48)
I had already contacted companies owed money to
27
On DMP 25
Had IVA with companies owed money to 15
Already declared bankrupt 6
Situation when received advice…
None of above applied 19
Other help 8
54
NDL advice helped the vast majority to manage money and debt on an ongoing basis – and change their life
How helpful has the information and advice from National Debtline been in helping you deal with money and debt on an ONGOING BASIS?
2 years on
5 years on
Base: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
4 years on
How has National Debtline affected you in the widest sense ?
10No impact on you whatsoever
Fundamentally changed your life 5
% scoring 7+ (major impact):• 2 yrs on – 71%• 4 yrs on – 78%• 5 yrs on – 61%
1
Five years on: 6.9
Four years on: 7.4
Two years on: 7.5
56
76%
70%
63%
80%
71%
63%
68%
68%
55%
2 years ago
4 years ago
5 years ago
NDL advice is valuable in dealing with the immediate problem - and its impact remains valuable over time
You have a better understanding of how to
manage your debt as a result of contacting NDL
Contacting NDL was a positive step towards managing your debt
Took action on managing debt as a direct result of
contact with NDL
Base: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
Strongly agreeTotal agree
84%
80%
78%
90%
92%
87%
88%
86%
78%
57
70%
63%
61%
60%
56%
61%
61%
61%
61%
42%
58%
48%
2 years ago
4 years ago
5 years ago
I feel more in control of my life as a result
I am more knowledgeable about
financial matters overall
I feel more confident about managing my
money in general
Base: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
Callers from 5+ years ago are less likely to strongly “feel more in control of (their) life” or “more confident about managing (their) money”; especially if acquired new debt since the call
I feel less likely to find myself in a similar
situation
Total agree
90%
76%
80%
% Strongly agree
90%
78%
77%
89%
81%
80%
88%
85%
81%
Similarly, contacting NDL is often felt to engender self-sufficiency in financial matters
58
How has the service helped?
It has turned my life around. The whole situation terrified me and I
didn't believe that there was a way out…I can now handle my finances
It taught me a very valuable lesson in life; my attitude to money is now very different and I would never ever be in
debt again
It alerted me to or rather clarified what my options were. I was not aware of the concept of prioritising, paying off one kind
of debt over another
NDL helped me to look at what money was coming in and what
was going out and now I seem to be managing it better…I have cut all
my credit cards up
They've helped me considerably by talking me through it, both managing
it and coping with it
It made me unbury my head from the sand and made me
face my commitments
Extremely helpful because everything was put into black and white and I
could choose which option to go for
It certainly took the pressure off me - it feels like a bit of a victory
It has made me realise how silly I've been in the past handling money and
finances - I won't be getting into
debt again
It has enabled me to move on with my life
60
NDL advice has a positive impact on most aspects of well-being
36% had visited Doctor because of stress caused by being in debt
23% had time off work as a result of stress
48%
74%
81%
81%
94%
90%
56%
76%
83%
88%
93%
90%
44%
64%
69%
76%
87%
89%
Work andemployment
Physical health
Quality of familyrelationships
Overall personalconfidence
Overall wellbeing
Emotional ormental state
2 years ago4 years ago5 years ago
89 9 2
90 10 -
90 6 3
Positive No differen
ce
Negative
64 34 1
76 24 -
74 26 -
76 23 1
88 12 -
81 19 -
69 29 2
83 15 2
81 19 -
44 54 -
56 41 2
48 52 -
87 12 1
93 7 -
94 6 -
No notable variation by longevity
% Positive impact
62
Literature is highly valued; over time, recall, engagement and value are exceptionally high
High proportion of respondents keeping original literature confirms its value among National Debtline callers, even over time Over 92% of callers recalled receiving literature after their first contact with National Debtline What did you do with the information you received?
84% of callers from 4 and 5 years ago reported that they read and acted on the information, reinforcing its long-term value
Base: All recall received postal information (149)
38% have looked at this information since they first received and stored it (36% amongst 5 years on) – further evidence of its longevity
1%
7%
9%
83%
Throw it awaywithoutreading
Read it andthrew it away
Not read it butkept for future
reference
Read it andacted on it
64
Conclusions: service is consistently strong; callers are satisfied; debt is being reduced over time
High levels of satisfaction continue, over the long and short terms
78% ‘very satisfied’ with overall service in 2008
85% of 2008 callers ‘would definitely recommend’ service
The majority of callers take some form of positive direct action after speaking to National Debtline
53% of callers in 2008 took action to repay debts and have successfully kept to arrangements Respondents report feeling empowered to deal with financial matters following contact
with NDL
90% of 2008 callers felt more knowledgeable about financial matters
85% of 2008 callers felt less likely to find themselves in a similar situation again
Major positive shifts include:
Higher website rating - more effective, clearer and easier to use with services used more fully
Callers in Scotland are now more satisfied – largely on a par with England & Wales re. adviser, literature and website experiences
Improved ability to reach an adviser first time
Areas for consideration
New debt levels seen amongst those who first called five years ago – this group appears less confident and less in control
66
Only a minority contacted other advice sources – CAB and CCCS mostly
Had you spoken to anyone else for advice on managing money or debt since your calls to National Debtline?
Who else have you contacted?
31
24
13
8
6
5
4
4
3
3
3
Citizens Advice Bureau
CCCS
Payplan
Debt consultancy service
Other free debt advice service
Fee-charging debt service
Local council
Bank
Finance company
Family / Friends
Solicitor
%
%
Base: all: 300
Base: all respondents who had contacted someone else: 82
Only a minority sought additional advice once they had contacted National Debtline
Of those who did, Citizens Advice was again the most likely alternative
67
Email option not ‘top of mind’
Were you aware that you could contact NDL for advice by email?
Did or would you consider emailing NDL for advice rather than contacting them by phone?
%
%
Why wouldn’t you consider emailing National Debtline?
Prefer to speak to somebody: 58%
Quicker/ more immediate response by phone: 8%
Telephone more personal: 35%
Find it difficult to express self/ problems in writing: 8%
Base: all who visited NDL website and not contacted NDL by email (weighted): 113
68
How would you rate the email service in terms of…
Only a small proportion had visited website and emailed NDL
When did National Debtline reply to your email?Of 8 who visited NDL website and emailed NDL5 stated within 24 hrs2 stated within 2 or 3 days1 can’t remember
How did they reply:
3 stated via email
3 stated via telephone
Base: all who visited website and contacted NDL by email (8)
!!Small base!!
Very satisfied
Fairly satisfie
d
Neither/ nor
Fairly dissatisfi
ed
Very dissatisfi
ed
[All received reply by email] The quality of information/ advice offered
1 1 1 - -
The way they responded to your email
5 2 - - -
The speed of response to your email
6 1 - - -(Number of respondents)
69
Additional comments
It is an important service and I hope it continues the good
work
I think it’s great that there is someone who is non judgmental and supportive to talk to
in a crisis
It is a fantastic service and it has changed my life
I think it is invaluable especially for people
who are on low income who cannot
afford to pay for advice I did not know about them until I
saw them on the internet. They need to make themselves more
visible
I wish I had have known about this service before
Being from Scotland, I am sometimes unsure
if advice is totally correct as the English and Scottish systems
are different
70
Type of debt: credit card and loans most prevalent
63
36
10 9 97 6 6 5
Credit card Personal loan Mortgagearrears/ secured
loans
Overdraft Cataloguedebts/ bills
Utility bills Other unsecuredloans
Store card Council tax
Which types of debt did you have when you first contacted National Debtline?
Base: England and Wales: 250, Scotland: 50
%
71
Amount of debt: average was £23,024
12
8
12
17
6
5
7
9
2
4
2 2
8
5
Under£2,499
£2,500-£4,999
£5,000-£9,999
£10,000-£19,999
£20,00-£25,000
£25,000-£30,000
£30,000-£40,000
£40,000-£50,000
£50,000-£60,000
£60,000-£80,000
£80,000-£100,000
£100,000+ Not disclose Not sure
What was approximately the total amount of debt you held at the point when you contacted National Debtline?
%
Base: England and Wales: 250, Scotland: 50
Mean debt*
Total £23,024
Eng & Wales
£23,444
Scotland £20,907
On DMP £32,051
Not on DMP £20,257* Ex undisclosed/ unsure
73
21 22 8 4 45
One Two Three More than three No children at home
55 15 26 3
Married / cohabiting Divorced / separated Single Widowed
Demographics – performance evaluation
%
%
Employment Status
Marital Status
Base: all (weighted): 300
%
Dependant children living at home
Predominantly unable to work due to ill health/ disability
74
Gross household income: average was £22,495
12
5
4 4
3
11
8
5
3
5
4
<£9,499 £9,500-£11,449
£11,500-£13,449
£13,500-£15,499
£15,500-£17,499
£17,500-£24,999
£25,000-£29,999
£30,000-£34,999
£35,000-£39,999
£40,000-£49,999
>£50,000
Base: all (300)
%
Mean income*
Total £22,495
Eng & Wales
£22,539
Scotland £22,227
On DMP £23,176
Not on DMP £22,263* Ex undisclosed/ unsure
Nb 36% did not disclose
76
Reasons for using the website
Often, users come to the website seeking specific information:
A number of other users were browsing the site on behalf of other people or for general research purposes:
I need help with a sample letter
I work in a CAB and know that your fact sheets are excellent. I wanted to give one to a client
Primarily for help for a friend, who has already consulted
CCCS
I’d like to find some information on IVAs
I have currently got several thousand pounds worth of
debt and don't know where to start clearing it....
To add a shortcut to my desktop
Work related research - trying
to find info on bankruptcy
Research for a college project
My daughter is being chased
by debt collectors for a debt she does
not owe
I work for a social landlord and need to see what help can be offered to tenants
in debt
To re-enforce information contained in
National Debtline's
booklet
77
Feedback on the website
Those who have used the website generally find what they are looking for and are impressed with the information available. Others would prefer to speak to someone as they feel this is a quicker and easier process
There's nothing they could do to improve it, it’s
a fantastic service
Clear understandable layout, detailed site map,
not using long words - putting the content into
layman terms
To a certain extent, you don't know the right
questions to ask; it's a learning process, out of expediency it's better to have somebody to talk to
I prefer talking to somebody who can sort it
out quickly
I don't see the point e-mailing when you're
dealing with something as complex as debt because the only thing you could email is 'help somebody get in contact with me'
78
Awareness of National Debtline: Internet search and Citizens Advice most frequently cited sources
32%
16%15%
12%
10%
3%2%
1% 1% 1% 1%
5%
34%
20%
11%
9% 9%
2%
4%
1%2% 2%
Internetsearch
CitizensAdvice
Anotherwebsite
TV/ media Friend/relative
Article inpaper/
magazine
Financialadviser/
bank
Yellowpages
Creditreferenceagency
People Iowe money
to
Leaflet Somethingelse
2006 2008
How did you first hear about National Debtline?
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
Other sources mentioned:Previous knowledgeYellow pagesCredit reference agenciesMoneysavingexpert.comThrough work/ job
79
Demographics – website survey
5%
30%
24%
39%
38%
19%
21%
4%
10%
8%
2%
18-24 25-34 35-44 45-54 55-64 65-74
Age
Gender
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
2006
2008
35%
62%
65%
38%
Male Female
2008
2006
80
Demographics – website survey
0
10
20
30
40
50
60
70
80
90
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
EastWestNorth
90%
4%
2%
2%
3%
1%
2%
92%
White (British, Irish or other)Asian or Asian BritishBlack or Black BritishMixed (e.g. White and Black Caribbean or White and Asian)
Ethnicity
2008
2006
Base: all who completed on-line survey (475 in 2006, 450 in 2008)
81
Demographics – website survey
Marital status
56%
56%
25%
24%
13%
14%
1%
2%
Married/ cohabiting Single Divorced/ separated Widowed
60%
48%
14%
14%
9%
6%
6%
11%
1%
4% 9%
6%
5%
Working full time Working part time Responsible for household UnemployedRetired Self-employed Other
Employment status
Base: all who completed on-line survey (475 in 2006, 450 in 2008). Refused not shown
2008
2008
2006
2006
83
A quarter had experienced further money and debt difficulties 4 plus years on
Since last call to NDL, encountered any further difficulties with managing money and debt…
Who else contacted? 2 years on callers (number of
callers)
4 years on callers
(number of callers)
5 years on callers (number of
callers)
Citizens Advice 2 0 1
CCCS 1 0 0
Family/ friends 1 0 0
Other free debt advice
1 2 0
Other 3 2 3Base: All who contacted somebody else for advice - 2 years on (6), All 4 years on (4), All 5 years on (4)
13%
24%
23%
2 years on
4 years on
5 years on
Yes, further difficulties Contacted anyone else for advice:
4 respondents
4 respondents
6 respondentsBase: All 2 years on (90), All 4 years on (41 ), All 5 years on (31)
Base: all 2 yrs (12), 4 yrs (10), 5 yrs (7)
84
Contacting creditors was most likely action taken following advice from NDL. DMP/ pay plan more prevalent amongst “2 yrs”
What actions have you taken as a result of the advice provided by National Debtline?
3
3
3
3
6
3
13
6
10
35
5
7
7
5
5
2
7
7
5
12
34
6
1
2
3
6
6
7
6
16
14
30
Reduced debt
Got advice/information
Took out an IVA
Got financial situation under control
Consult Payplan
Consult CAB
Consult CCCS
Declared myself bankrupt
Debt management plan/pay plan
Draw up a budget
Contact creditors
2 yrs on
4 yrs on
5 yrs on
85
If in similar debt situation, half state would contact creditors and a quarter would call NDL (unprompted)
16
10
23
55
10
7
41
44
16
13
21
52
Wouldn't get into thatsituation again
Draw up a budget
Call National Debtline
Contact creditors
2 years on
4 years on
5 years on
Imagine you had a similar debt problem to the one you originally contacted National Debtline about.
What specific steps would you take to help yourself out of the situation?
Base: All 2 years on (90)All 4 years on (41)All 5 years on (31)
%
86
Service improvements
Actually getting through to them in
the first place is the main downfall
I think it should be advertised even more…I had to go looking for it
If anything, NDL could improve by just shouting a
bit louder (about what it does)
The documents they send could be a bit more concise
Give some example of responses from creditors who
have received letters which have been sent out as instructed by
National Debt Line
When they send out the information it should be more
specific to my needs rather than just a blanket booklet
Just have more phone lines
More user interactions with the service, an online forum for
exampleA call back in the future to see how people are getting on
Face to face contact to be
available
87
Range of bodies set up DMP arrangements
8
11
23
23
36
Not sure/ Can'tremember
Payplan withoutNational Debtline
acting as intermediary
CSSS without NationalDebtline acting as
intermediary
Another debtmanagement company
Set up by CSSS/payplan after beingreferred to them byNational Debtline
Total
If on a debt management programme, who was it that set up this arrangement for you?
Base: All on debt management programme – all years (53)
88
Demographics – Longitudinal evaluation
1
10
15
12
35
44
30
42
29
36
10
10
13
3
2
8
18-24 25-34 35-44 45-54 55-64 65+
Age2 years on callers
4 years on callers
%
13 13 15 13 12 16
15-24 25-34 35-44 45-54 55--64 65+
General population age breakdown
%General population
Source: ONS (% under 15 not shown)
5 years on callers
Base: All 2 years on (90)All 4 years on (41)All 5 years on (31)
89
Demographics – Longitudinal evaluation
2 years on
5 years on
%
Employment Status
71
61
63
16
15
22
6
22
12
6
2
2
Married/ cohabiting Single Divorced/ separated Widowed
Marital Status
%
45
46
42
19
29
16
6
10
4
6
5
11
6
9
16
7
14
2
2
Working full time Working part time Responsible for household Retired Unemployed Unable to work Self employed
4 years on
2 years on
5 years on
4 years on
Base: All 2 years on (90)All 4 years on (41)All 5 years on (31)
Refused not shown
90
Gross household income – Longitudinal evaluation
12
10
12
17
20
43
21
7
12 12
22
12
2
7
24
10 10
23 23
10
13 13
<£9,500 £9,500-£13,499 £13,500-£17,499
£17,500-£24,499
£25,000-£34,999
£35,000-£49,999
£50,000+ Undisclosed
2 years on 4 years on 5 years on
%
Base: All 2 years on (90)All 4 years on (41)All 5 years on (31)
Mean income*
Total £21,319
2 years on £20,699
4 years on £22,922
5 years on £21,120
* Ex undisclosed/ unsure
91
Total current debt – Longitudinal evaluation
11
19
27
34
1013
43
23
33
19
29
19
Under £2,500 £2,500-£9,999 £10,000-£24,999 £25,000+
2 years on 4 years on 5 years on
%
Base: all with outstanding debt2 years on (73)4 years on (30)5 years on (21)
Mean debt*
Total £23,109
2 years on £26,355
4 years on £19,580
5 years on £17,267
* Ex undisclosed/ unsure
Refused not shown
92
Type of debt (unprompted) – Longitudinal evaluation
113
85
121114
42
63
333
13
7
13
17
40
67
5
1414
5
14
10
29
71
Utility billsRent arrearsHire purchaseCatalogue debtsOverdraftStore cardMortgagearreas/ secured
loans
Other unsecuredloans
Personal loan Credit card
2 years on 4 years on 5 years on
Which types of debt do you currently have? Base: all with outstanding debt2 years on (73)4 years on (30)5 years on (21)