Transcript Slide 1
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National Debtline Performance Evaluation Research
14
th
September 2006
Prepared for:
National Debtline
Illuminas Lion House, 141-145 Curtain Road, London EC2A 3AR Tel: 020 7909 0929 Fax: 020 7909 0921 www.illuminas-global.com
Background
In order to secure on-going 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 if any significant changes are evident
To look at the immediate and 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
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A quantitative approach providing robust measurement
Performance evaluation
15 minute telephone interviews with individuals who had contacted National Debtline between March and June 2006 250 interviews amongst callers from England & Wales 50 interviews amongst callers from Scotland Total 300 interviews
Longitudinal impact evaluation
15 minute telephone interviews with individuals who had contacted National Debtline 2 years ago and 3 years ago 2 years on callers : Participated in performance evaluation survey ‘04 Total 137 interviews 3 years on callers: Participated in Longitudinal impact survey ‘04 and performance evaluation ‘03
Website pop-up survey Pop up survey on NDL website
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Total 88 interviews Total 475 responded
Logistics
All telephone research conducted by The Wire, our own telephone interviewing unit Data sources:
Performance Evaluation:
Caller details provided by National Debtline All had provided consent for details to be passed on to a third party for the purpose of research National Debtline revealed as sponsor of research (91% (274) willing to be recontacted in future surveys)
Longitudinal Impact:
Caller data sourced from those who have participated in previous waves of research and have agreed to recontact for the purposes of research Total interviews achieved: 225, representing 36% of total sample available from previous waves (And, 99% (223) willing to be recontacted in future surveys)
Website evaluation:
Pop-up placed on National Debtline website during July – August 2006 Participation voluntary – no incentivisation S:/clients/ Page 4
Reporting structures:
Performance Evaluation 2006: ‘total base’ reported as weighted data (Scottish callers downweighted to avoid overrepresentation (represent 5.8% of population) But, ‘Scotland only’ data reported on full base of 50 (robust sample) Significant variations amongst Scottish callers highlighted And also, comparisons drawn with PE research 2004
Today’s presentation Executive summary Part I: Performance Evaluation
Performance Evaluation: Key Measures Making the first call: Awareness and experience
Delivering advice: On paper and on-line
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
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Appendix
Performance Evaluation
Website Evaluation
Longitudinal Evaluation
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Executive Summary
Executive summary
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. ‘Top box’ scores (very satisfied) are….
…79% of callers who used the service during 2006
…81% of callers from two years ago
…82% of callers from three years ago
High levels of advocacy:
The majority of respondents find the information provided by National Debtline to be extremely helpful and would be keen to recommend the service to others who may need it.
75% of 2006 callers found the advice to be extremely helpful
89% of 2006 callers would recommend the service to someone experiencing difficulty with debt
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, 26% no longer have an outstanding debt, while of those callers from 3 years ago, 43% no longer have an outstanding debt
Use of the website:
Website usage appears to have increased in 2006 - NDL site is seen by many as a useful starting point for information
Areas for improvement:
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Lower levels of satisfaction amongst callers in Scotland, and less positive response overall
Executive Summary: Performance Evaluation
Continuing high levels of satisfaction and advocacy in 2006
79% of callers were very satisfied with the service
75% of callers found the information and advice provided to be extremely helpful
89% of callers would definitely recommend the service
But lower levels of satisfaction amongst Scottish callers continue
66% of Scottish callers were very satisfied with the service
66% of Scottish callers found the information and advice provided to be extremely helpful
82% of Scottish callers would definitely recommend the service
Large proportion of callers are prompted to take direct action after contact
72% of callers contacted the companies they owed money to and 71% of these callers came to an arrangement with the companies using the advice provided by NDL
84% of those callers who contacted and made arrangements with companies have kept to the agreement
Contact also has a positive impact on attitudes towards managing debt
75% of callers strongly agreed they felt less likely to find themselves in a similar situation again
60% of callers strongly agreed they felt more confident about managing money in general
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Executive Summary: Performance Evaluation
Mixed levels of awareness of what the service offered before contact
32% of callers knew nothing about the service when they first called NDL
52% of callers knew that National Debtline offered advice on handling debts
Internet and recommendation both key in raising awareness of National Debtline
22% of callers first heard about NDL via the internet
20% of callers first heard about NDL from a friend or relative
High levels of praise for NDL advisors although some issues with practical application of advice
83% of callers strongly agreed that the advisor was easy to talk to
80% of callers strongly agreed that the advisor dealt with their problem in a sensitive way
61% of callers strongly agreed that they had a better understanding of how to manage debt as a result of contacting NDL
Increased use of website in 2006
43% of callers had visited the website in 2006 compared to 24% in 2004.
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Performance Evaluation: Website Evaluation
Internet searching is extremely important in drawing people to the website
Almost half (47%) of website users found the NDL address via an internet search
Internet site used to access a wide range of information
38% of users had searched for information and advice about debt
50% of users intended to search for debt information and advice
54% of users had used the site, or intended to use the site for finding the NDL phone number
Some evidence to suggest the website can assist users to take productive action
36% of users are going to contact creditors
35% of users intend to contact National Debtline by phone
Reactions to website positive but could be improved
71% of users rated the website as good or excellent for providing easy to understand information
62% of users rated the website as good or excellent for its design
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Executive Summary: Longitudinal Evaluation
High levels of satisfaction and advocacy remain over time
81% of callers from 2 years ago and 82% of callers from 3 years ago were very satisfied with the service they received from National Debtline
91% of callers from 2 years ago and 93% of callers from 3 years ago would definitely recommend National Debtline
Previous callers appear successful in reducing their debts
26% of callers from 2 years ago no longer have an outstanding debt
43% of callers from 3 years ago no longer have an outstanding debt
High proportion of respondents able to maintain payment arrangements over time
74% of callers from 3 years on contacted companies they owed money to and 83% of these callers came to an arrangement with these companies
Of those callers who had made arrangements 81% kept these. The majority of these arrangements had been made over two years ago
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Executive Summary: Longitudinal Evaluation
Respondents report being more self-sufficient in terms of other financial matters
60% of callers from 2 years ago felt confident that they would be able to handle the situation on their own if they had similar debt problems. This increased to 78% of callers from 3 years ago
Evidence to suggest there are wider consequences of debt
63% of callers from 2 years ago strongly agreed that the stress of debt was making them ill along with 70% of callers from 3 years ago
Of those who were unwell, 53% of callers from 2 years ago paid a visit to the doctor because of this along with 61% of callers from 3 years ago
Literature provided by National Debtline shown to be of high value over time
84% of callers from 3 years ago reported that they read the literature and stored it for future reference
57% of these callers have looked at the information since they first stored it
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Part I: Performance Evaluation
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Performance Evaluation: Key Measures
Service satisfaction
High levels of satisfaction continue
Overall satisfaction remains at the same level as 2004 (79% very satisfied) Scottish callers appear less content than callers in England and Wales, with satisfaction falling compared to 2004
Overall, how satisfied would you say you were with the service you received from National Debtline?
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 79 16 1 2 2
%
Base: all (weighted): 300 Very satisfied:
• Scottish Callers (2006): 66% • Scottish Callers (2004): 76%
Scottish callers base: 50
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Reasons for satisfaction
They gave me advice, they sent me leaflets the very next day. They were very helpful. It’s a good service because sometimes you don’t know where to turn to.
They knew what direction to point you in. They were very friendly and you felt like you had achieved something when you came off the phone. They were very thorough, they went through everything that I didn’t understand. They went through the budget sheet with me and told me what I should and shouldn’t write in the letters. She was also friendly and helpful and didn’t make me feel like a bad person because I was in debt.
They are very practical. They seem to be able to offer expert help on a range of different issues. I completely trust their advice. They always take the time to listen to what’s going on and they give it consideration. S:/clients/ Page 16 I was panicking about the debtors as they were being very aggressive towards me on the phone. When I called National Debtline I felt a lot better as I knew what my rights were then. They were very supportive and had answers. They were very informative and knew what they were talking about. They gave good advice and support. Their letter templates are good and easy to use.
Reasons for dissatisfaction
Over efficient; spent too long asking me questions about my finance when I just asked one question. I felt as though I was totally left on my own. The second time I contacted them was after bankruptcy and all I got was another pack on insolvency. It’s the same sort of thing I can go to the citizens advice bureau for. Basically they gave me advice over the phone, and then I was told they would send an information pack of leaflets and I never received them. The information I was given over the phone wasn’t satisfactory either. I was hoping for a bit more help. It was good they sent me an information pack but what I needed was a little reassurance and more assistance with the debt management programme. I phoned up for advice, they advised me how I could relieve some of my debt problems and gave me several options to follow. They said they would send me the relevant information via post but it didn’t come. I had to call them again until eventually it arrived. S:/clients/ Page 17 It took so long from the start of my claim to have anything done about it. They blamed the fact that they took so long with my claim on being short staffed; because I live in Scotland it is a different system to the one in London.
Helping callers to manage their debt
Majority of respondents find service of considerable assistance, which translates into high advocacy
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?
Extremely helpful Fairly helpful Not very helpful Not at all helpful ‘Extremely helpful’ 2004 (all): 78% 75 18 3 2 Base: all (weighted): 300
%
2006 Scotland only: 66%
If someone you knew found themselves in difficulty with debt, how likely would you be to recommend National Debtline as a source of advice?
Definitely recommend Probably not recommend Probably recommend Definitely not recommend 89 8 2 1
%
Base: all (weighted): 300 ‘Would definitely recommend’ Scottish callers 2006 : 82% Scottish callers 2004: 86% Scottish callers base 2006 : 50
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Taking action
Contact with National Debtline continues to successfully assist callers to take direct action
After contact with National Debtline, 43% 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: 72%
Base: all (weighted): 300
• 2006 Scotland: 60% • 2004 All : 68%
Base: 50 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: 71%
Base: all who contacted companies (weighted): 217
• 2006 Scotland: 70% • 2004 All: 68%
Base: 30 And have you managed to keep to the arrangement which you agreed to?
YES: 84%
Base: all who contacted companies and came to agreement (weighted): 154
S:/clients/ Page 20 • 2006 Scotland: 86% • 2004 All: 86%
Base: 21
The lasting impact of contacting NDL
Contact has an undoubtedly positive impact on attitudes towards managing debt, and does appear to have empowered respondents But again, some callers less confident about the practical application and interpretation of advice. I feel less likely to find myself in a similar situation again I am more knowledgeable about financial matters overall I feel more confident about managing my money in general I feel more in control of my life as a result I think it is more likely I will repay my debt
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Strongly agree 75 59 60 60 60 Base: all (weighted): 300 Agree 17 28 26 22 16 ‘Strongly agree’
• 2006 Scotland: 64% • 2004 All: 64% • 2006 Scotland: 60% • 2004 All: 56% • 2006 Scotland: 52% • 2004 All: 54% • 2006 Scotland: 46% • 2004 All: 54% • 2006 Scotland: 56% • 2004 All: 56%
Base: Scotland: 50 2004: 416
The importance of contact
How would you describe how the service provided by National Debtline has helped you in terms of managing money and debt?
It helped me become more responsible with money. Better planning and organising of my finance.
They gave me advice and information on bankruptcy. They made me understand that it was not the end of the world and that I can get my life back together.
It allowed me to write letters to my creditors that sounded professional and helped me achieve results.
We are out of debt now. The information pack they sent us helped us to make a final settlement. We will never get into debt again. S:/clients/ Page 22 My son was frightened to contact people he owed money to, the advice from National Debtline gave him more confidence to get in touch with them. It’s made me sit back and think about what I need instead of what I want. It’s helped me from a health point of view, I was suffering from stress, now I’m not. They have worked out a manageable budget that enables me to pay off my debt and help take control of my finances.
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Making the first call: Awareness and experience
Awareness of National Debtline
Mixed levels of awareness surrounding what the service offered:
Just over half (52%) of callers knew that National Debtline offered advice on handling debts
32% of callers reported that they knew nothing about National Debtlines’ service when they first called
Internet an important source of awareness, as is recommendation
How did you first hear about National Debtline?
22 20
%
15 Other sources include:
• Radio • Bank / building society • A leaflet • Creditors
11 10 7 5
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Internet search Friend / relative TV Citizens Advice Bureau / other free agency Yellow pages Other telephone directory Article in paper / magazine Base: all (weighted): 300
Getting help
National Debtline appears to have been the first contact point for the majority of respondents Yes No Had you contacted anyone else for debt advice before you spoke to National Debtline ?
32 68
%
Base: all (weighted): 300
Who else have you contacted?
Citizens' Advice Bureau 41 Debt consultancy service CCCS 16 29 As in 2004, the Citizens’ Advice Bureau is the most common alternative source of debt advice 2 Payplan 2 Debt Free Direct 2 Family / Friends
%
2 Local council Other includes: Trading standards, Financial advisor, Other websites Bank 1 14 Other Base: all respondents who had contacted someone else: 95
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Reflections on the first call
Service successfully provides strong support to callers, although stronger ‘emotional’ assistance rather than practical support is evident for some
Interpretation and application of advice is likely to be more challenging for some callers
High levels of praise for National Debtline advisors
Scottish callers generally less positive than callers in England and Wales
In particular, Scottish callers much less likely to agree that the advisor understood their situation 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 debt as a result of contacting National Debtline Strongly agree 85 82 80 76 76 Agree 61 Base: all (weighted): 300 26 14 15
%
20 19 13 ‘Strongly agree’
• Scotland 2006: 78% • 2004 All: 84% • Scotland 2006: 80% • 2004 All: 78% • Scotland 2006: 74% • 2004 All: 81% • Scotland 2006: 62% • 2004 All: 76% • Scotland 2006: 71% • 2004 All: 74% • Scotland 2006: 56% • 2004 All: 67%
Base: Scottish callers: 50
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Delivering advice: On paper and on-line
Quality of literature
Almost all respondents (97%) recall receiving literature
Many respondents rate the literature highly, although comprehension is an issue for some
Less overall satisfaction with the literature reported from Scottish callers
Thinking about the information which was sent to you, how would you rate it in terms of the following? Very good Good ‘Very good’ The amount of information provided 74 19
• Scotland 2006: 67% • 2004 All: 73% %
How clearly presented the information was 73 19
• Scotland 2006: 65% • 2004 All: 70%
How useful the information given was in helping you to manage debt How relevant the information provided was to your situation 69 70 22 21
• Scotland 2006: 57% • 2004 All: 67% % • Scotland 2006: 63% • 2004 All: 69%
How easy it was to understand 66 23
• Scotland 2006: 61% • 2004 All: 64%
Base: all who recall literature sent (weighted):291 Base: Scotland: 46 2004: 416
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Use of the website
Significant increase in the number of respondents who have used the National Debtline website
In 2006, 43% of callers, compared to 24% in 2004
Website usage even more common in Scotland, where 58% of callers had been on-line
Website appears to mainly be used for general research around debt and the service offered by NDL Searching for information and advice about debt Finding out more about the service National Debtline offers Finding the telephone number for National Debtline Accessing the factsheets 53 Using the personal budget sheet 52 Viewing / downloading sample letters 48 Downloading information packs 47 Requesting documents to be posted to you Emailing National Debtline for advice
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18 12 Base: all who have visited NDL website (weighted): 129 (NB: Prompted response)
%
74 72 80 Did you visit the website… Before calling NDL: 64% After calling NDL: 22% Before and after: 13%
Rating the website
In general, respondents feel the website is adequate, although there is room for improvement
Scottish callers generally less positive about the website
How would you rate the website in terms of the following?
The amount of information provided Very good 61 Good 28 ‘Very good’
• Scotland: 45%
How useful the information was in helping you to manage your debt How clearly presented the information was 55 53 27 34
% • Scotland: 38% • Scotland: 41%
How easy it was to understand 53 33 Base: all who have visited website (weighted): 129
• Scotland: 34%
Base: all Scottish callers who have visited website: 29
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Part II: Website Evaluation
Awareness of National Debtline website
How did you find the National Debtline website address ?
47
% %
12 11 11 Internet search engine Link from another website Citizens advice Base: all who completed on-line survey (475)
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Another website 6 Friend / relative 4 TV / media 2 2 1 Article in paper / magazine Financial advisor / bank People I owe money to 3 Something else
Use of the website
Website is used to access a wide range of information provided by National Debtline
Which of the following have you used, or do you intend to use the website for? Have used Intend to use Searching for information and advice about debt Finding out more about the service National Debtline offers Viewing / downloading sample letters 29 28 38 30 43 50 Accessing the factsheets 27 35
%
Downloading self help information pack Using the personal budget sheet Finding the telephone number for National Debtline Emailing National Debtline for advice Requesting documents to be posted to you 6 7 24 23 21 25 29 33 39 38 78% of users had found what they were looking for on the website Base: all who completed on-line survey (475)
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Rating the website
Overall, there is a positive reaction to the website although satisfaction could be improved
As with last year, website design receives the lowest rating
How would you rate the website for… Providing easy to understand information 29 Excellent Good 42
%
Amount of information 29 40 General content Presentation of information Ease of use 28 26 26 42 44 43 85% of users would recommend the National Debtline website as a source of information to a friend if they were experiencing problems with debt. Ease of finding information Design 24 21 41 44
%
Base: all who completed on-line survey (475)
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Part III: Longitudinal Impact Evaluation
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Longitudinal Impact Evaluation: Key Measures
Satisfaction over time
Positive impact of contact with National Debtline has lasting effect, and does not appear to weaken over time
Over three quarters of respondents rated the advice and information that was first received from National Debtline as extremely helpful
Overall, how satisfied were you with National Debtline, taking into account all elements of the service you received?
Very satisfied Fairly satisfied 2 years on 81 19
%
3 years on Base: All 2 years on (137 ) All 3 years on (88)
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82 15
%
What respondents said
They provided the information I needed at the time. They give you a sense of security. I found them very supportive, non judgemental and provided me with lots of options and ideas for dealing with my debt. With the information they gave us we can see a debt free future. I felt that the person who dealt with my case was compassionate and understanding. They allowed me to see there was a way out of the situation through the information and advice given. The advice that they gave me has left me managing money better. The information helped me sort all my finances and has kept me in control of things. I think it’s an excellent service for people who are in debt. Clear information, very straight forward, good practical advice . The person I spoke to on the phone was extremely helpful. The literature that was sent was very informative.
How likely would you be to recommend National Debtline as a source of advice?
Definitely recommend NDL Probably recommend NDL 2 years ago 91 9
%
3 years ago
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93 7
%
Base: All 2 years on (137 ) All 3 years on (88)
Managing debts over time
Previous National Debtline callers appear to be successfully reducing their debts over time
Proportion of respondents who no longer have an outstanding debt % 43 % 26 Of those respondents who are currently dealing with debt, the majority are dealing solely with the same debt as before. Base: All 2 years on (137 ) All 3 years on (88) 2 years on
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3 years on
Positive action taken after initial contact
Initial contact appears to help respondents take the right course of action towards reducing their debts
Over time respondents are able to maintain these arrangements Action taken after initial NDL contact: Contacted companies to whom money was owed? Came to an agreement / made new arrangement using NDL advice? Two years on: 76% Three years on: 74% Base: All 2 years on (137 ) All 3 years on (88) Two years on: 87% Three years on: 83% Base: all who came to an agreement 2 years on (104) and 3 years on (65) Kept to the agreed arrangement?
Two years on: 86% Three years on: 81% How long have you had this arrangement?
Less than 6 months: 14% 6-12 months: 27% Longer than 1 year: 32% Longer than 2 years: 26% Base: all who came to an arrangement with creditors and kept to it (77) How long have you had this arrangement?
Less than 6 months: 2% 6-12 months:5% Longer than 1 year: 34% Longer than 2 years: 57% Base: all who came to an arrangement with creditors and kept to it (44)
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Long term value of advice
How helpful has the information and advice from National Debtline been in helping you deal with money and debt on an ongoing basis?
Extremely helpful Fairly helpful Not very helpful Not at all helpful 2 years
1 3
Not very helpful Not at all helpful
63 1 2 21 1 3 %
3 years on
63 28 1 2 Base: All 2 years on (137 ) All 3 years on (88)
How has National Debtline affected you in the widest sense ? Less than 10% of respondents from both 2 and 3 years ago chose options between 1-4 Over 80% of respondents from both 2 and 3 years ago chose options between 6-10 suggesting a significant impact on their life % No impact on you whatsoever
1 S:/clients/ Page 47 5
Base: All 2 years on (137 ) All 3 years on (88) Fundamentally changed your life
10
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Practical long-term benefits
Practical long term benefits : Managing debt
Majority of respondents felt strongly that contact with National Debtline was productive for dealing with the immediate problem. However, some still appear to lack confidence in terms of being able to understand or control their debt situation. Contacting NDL was a positive step towards managing your debt 2 years on Strongly agree 81 Agree 12 3 years on Strongly agree 77 Agree 16
%
I feel less likely to find myself in a similar situation again 61 20 75 16
%
You have a better understanding of how to manage your debt as a result of contacting NDL 66 23 63 24
%
Base: All 2 years on (137 ) All 3 years on (88)
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Practical long-term benefits: Other financial matters
Respondents report now being more self-sufficient in terms of other financial matters I am more knowledgeable about financial matters overall 2 years on Strongly Agree 47 Agree 36
%
3 years on Strongly Agree 64 Agree 26
%
I feel more confident about managing my money in general 56 27
%
61 24
%
Base: All (137) Base: All 88
Those who have paid off their debts are more likely to feel the most confident and knowledgeable.
“I feel more confident about managing my money in general”
2 years on callers who have paid off debts: 3 years on callers who have paid off debts:
65% strongly agree 79% strongly agree
Of those who still have debt: Of those who still have debt:
55% strongly agree 48% strongly agree
60% of callers from two years ago felt confident that they would be able to handle the situation on their own if they had similar debt problems. This increased to 78% of callers from three years ago.
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How has the service helped?
It completely changed my life, completely. I think it’s given me much more confidence in myself to tackle problems like this . I’m more aware of what I spend and because I’ve got a budget I’m more motivated to stick to the budget by economising.
It made me more aware of my outgoings and income. It helped me to budget within my own means and made me feel more confident in approaching the creditors.
I suppose what I have learnt is that it’s relatively easy to get into debt and not quite so easy to get out. If I find myself in debt I have learnt to contact the people I owe money to and deal with the situation sooner rather than later. It’s taught me to make sure I write my monthly budget down, so I can see everything that’s coming in and going out. By not using credit cards, try and save that bit extra for anything new and at the end of the day if you buy things and get into debt it’s not good for your health, so it will have a knock on effect. It’s helped me to understand how things can easily get out of control and to be more aware.
It has made me more aware of managing my money and encouraged me not to get in to debt again. It’s been very helpful. It’s had an impact in terms of stress levels. It’s made me much more confident in dealing with creditors. S:/clients/ Page 51
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Wider impact of contact
Impact of contacting NDL
Improving callers’ wellbeing is shown to be a further consequence of contacting NDL
Thinking about how you feel now, compared to how you felt when you contacted National Debtline, would you say you feel…
More in control of your finances About the same Less in control of your finances
2 years on 3 years on 84 14 2
%
74% felt that being in greater control of their finances had a very positive effect on their general physical wellbeing Base: those who feel more in control (115) 89 10 1
%
Base: All (137) Base: All (88) 79% felt that being in greater control of their finances had a very positive effect on their general physical wellbeing Base: those who feel more in control (78)
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Wider consequences of debt
Findings suggest that a large proportion of respondents experienced further repercussions due to dealing with their debt 2 years on 3 years on Strongly agree Agree Strongly agree Agree The stress of debt was making me physically unwell 63 16 % 70 9 % Base: All (137) Did you visit a doctor at the time because of this?
YES: 53%
Base: All (88) Did you visit a doctor at the time because of this?
YES: 61%
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Did you take any time off work because of this?
YES: 25%
Base: All unwell as a result of stress (108) Did you take any time off work because of this?
YES: 40%
Base: All unwell as a result of stress (70)
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Literature
Value of literature over time
High proportion of respondents keeping original literature confirms its value among National Debtline callers, even over time
Over 90% of callers recalled receiving literature after their first contact with National Debtline
What did you do with the information you received?
Read it and kept for future reference 90 Read it and threw it away 9
%
84% of callers from 3 years ago also reported that they read the literature and kept it for future reference, reinforcing its long term value Base: All who received postal information (124) Not read it but kept it for future reference 1 Base: All who received postal information (82)
Further evidence that the postal information can provide a useful point of reference for previous callers shown by the high proportion of respondents having used this information since receiving it
Have you looked at this information since you first received and stored it?
2 years on: 59% yes
3 years on: 57% yes
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Summary and Conclusions
Conclusions
High levels of satisfaction continue, over long and short term
79% ‘very satisfied’ with overall service in 2006
89% of 2006 callers ‘would definitely recommend’ service
Majority of callers take some form of positive direct action after having spoken to National Debtline
43% of callers in 2006 have managed to keep to arrangements made with creditors
This has increased to 62% of callers from 3 years ago keeping to agreed arrangements
Respondents report feeling further empowered with other financial matters, although a number of callers have difficulty with fully understanding the advice given to them
61% of 2006 callers strongly agreed that they had a better understanding of how to manage debt
64% of callers from 3 years ago strongly agreed that that they felt more knowledgeable about financial matters
Evidence to suggest there are wider consequences of debt
63% of callers from 2 years on and 70% of callers from 3 years on strongly agreed that the stress of debt was making them physically unwell
Website usage appears to be increasing, generally visitors are happy with the website although there is room for improvement
Problems reaching an advisor appear to be the biggest complaint about the service
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Final thoughts
Understanding debt
On the whole, National Debtline provides a consistently strong service; callers are extremely pleased with the service they receive and the service is successful at helping callers to reduce their debts over time (although not surprising given emotional context)
However, some questions raised as to the extent to which some callers fully understand the advice being provided
Do all callers really understand the reasoning behind the actions they take to reduce their debt or are they just following advice?
Would some callers perhaps be likely to find themselves in a similar situation in the future?
Area for consideration
The website
Although users are generally happy with the website, improvements could be made, particularly in the light of increased usage
The service provided to Scottish callers
Scottish callers are on the whole, less satisfied with the service they receive
Accessibility
The most common complaint regarding the service is the amount of time it can take to reach an advisor
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