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					                                      National Debtline
                       Performance Evaluation Research
                                     14th 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

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                       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
                                                                                               Total 300 interviews
                       50 interviews amongst callers from Scotland


               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:
                                                                                                 Total 137 interviews
                       Participated in performance evaluation survey ‘04


                       3 years on callers:
                                                                                                 Total 88 interviews
                       Participated in Longitudinal impact survey ‘04 and
                       performance evaluation ‘03


               Website pop-up survey
                                             Pop up survey on NDL website                        Total 475 responded

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                       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


                      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
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                       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


                      Appendix
                         Performance Evaluation
                         Website Evaluation
                         Longitudinal Evaluation
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                       Executive Summary




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                          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:
S:/clients/   Page 7    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




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                        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            12 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
                                                                          They knew what direction to point you in.
                 the very next day. They were very helpful. It’s
                                                                         They were very friendly and you felt like you
                  a good service because sometimes you don’t
                                                                         had achieved something when you came off
                            know where to turn to.
                                                                                         the phone.




                    They were very thorough, they went through                     They are very practical. They seem
                   everything that I didn’t understand. They went                  to be able to offer expert help on a
               through the budget sheet with me and told me what I                      range of different issues. I
               should and shouldn’t write in the letters. She was also             completely trust their advice. They
               friendly and helpful and didn’t make me feel like a bad               always take the time to listen to
                            person because I was in debt.                            what’s going on and they give it
                                                                                              consideration.



                          I was panicking about the debtors as
                        they were being very aggressive towards          They were very supportive and had answers.
                        me on the phone. When I called National           They were very informative and knew what
                        Debtline I felt a lot better as I knew what        they were talking about. They gave good
                                   my rights were then.                  advice and support. Their letter templates are
                                                                                     good and easy to use.


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                          Reasons for dissatisfaction
                                                                           I felt as though I was totally left on my own.
                                                                            The second time I contacted them was after
                        Over efficient; spent too long asking
                                                                           bankruptcy and all I got was another pack on
                        me questions about my finance when
                                                                          insolvency. It’s the same sort of thing I can go
                             I just asked one question.
                                                                                  to the citizens advice bureau for.




                            Basically they gave me advice over the
                            phone, and then I was told they would             I was hoping for a bit more help. It was
                             send an information pack of leaflets             good they sent me an information pack
                                and I never received them. The                      but what I needed was a little
                               information I was given over the                reassurance and more assistance with
                               phone wasn’t satisfactory either.                 the debt management programme.




                                                                               It took so long from the start of my claim
                        I phoned up for advice, they advised me how               to have anything done about it. They
                        I could relieve some of my debt problems and             blamed the fact that they took so long
                         gave me several options to follow. They said             with my claim on being short staffed;
                         they would send me the relevant information           because I live in Scotland it is a different
                        via post but it didn’t come. I had to call them               system to the one in London.
                               again until eventually it arrived.


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                        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    %   2006 Scotland only:
                                                                                        Base: all (weighted): 300
                                                                                                                                    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 recommend
                              Probably not recommend                      Definitely not recommend



                                                          89                                                  8     21   %

                                                                                         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?                     • 2006 Scotland: 60%   Base: 50

                                                                                                      • 2004 All :   68%
                                                       YES: 72%
                                                   Base: all (weighted): 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                    • 2006 Scotland: 70%   Base: 30
                                using the advice provided by National Debtline?
                                                                                                      • 2004 All:    68%
                                                       YES: 71%
                                       Base: all who contacted companies (weighted): 217




                        And have you managed to keep to the arrangement which you
                                               agreed to?                                             • 2006 Scotland: 86%   Base: 21


                                                       YES: 84%                                       • 2004 All:    86%
                            Base: all who contacted companies and came to agreement (weighted): 154

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                         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.



                                                  Strongly agree                    Agree                    ‘Strongly agree’


              I feel less likely to find myself                                                         • 2006 Scotland: 64%
                                                               75                             16
                in a similar situation again
                                                                                                        • 2004 All:        64%


            I am more knowledgeable                                                                     • 2006 Scotland: 60%
          about financial matters overall               59                               28
                                                                                                        • 2004 All:        56%


                 I feel more confident about                                                           • 2006 Scotland: 52%
                    managing my money in                60                               26
                           general                                                                     • 2004 All:         54%



                                                                                                       • 2006 Scotland: 46%
                 I feel more in control of my
                                                        60                            22
                        life as a result                                                               • 2004 All:         54%



                                                                                                       • 2006 Scotland: 56%
               I think it is more likely I will
                                                        60                          17
                       repay my debt                                                                   • 2004 All:         56%

                                                        Base: all (weighted): 300                  Base: Scotland: 50   2004: 416
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                         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?

                                                                          They gave me advice and information on
                                                                        bankruptcy. They made me understand that
                        It helped me become more responsible           it was not the end of the world and that I can
                            with money. Better planning and                      get my life back together.
                                organising of my finance.


                                                                                We are out of debt now. The
                            It allowed me to write letters to my           information pack they sent us helped
                          creditors that sounded professional and            us to make a final settlement. We
                                  helped me achieve results.                   will never get into debt again.



                          My son was frightened to contact people he          It’s made me sit back and think about
                           owed money to, the advice from National           what I need instead of what I want. It’s
                          Debtline gave him more confidence to get           helped me from a health point of view, I
                                     in touch with them.                     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




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                         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                                                            Other sources include:
                                                                        %                                       • Radio
                                                                                                                • Bank / building society
                                                                15
                                                                                                                • A leaflet

                                                                          11
                                                                                                                • Creditors
                                                                                           10


                                                                                                            7

                                                                                                                                5




                          Internet search   Friend / relative   TV   Citizens Advice   Yellow pages   Other telephone   Article in paper /
                                                                     Bureau / other                      directory          magazine
                                                                      free agency
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                            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                    32                                68                                    %
                        you spoke to National
                        Debtline ?
                                                                                                                            Base: all (weighted): 300


 Who else have you contacted?
                                                                                                                 41
                                     Citizens' Advice Bureau                                                               As in 2004, the Citizens’
                                                                                                                           Advice Bureau is the
                                                                                                29
                                   Debt consultancy service
                                                                                                                           most common
                                                                                                                           alternative source of
                                                       CCCS                      16
                                                                                                                           debt advice
                                                    Payplan        2


                                           Debt Free Direct        2


                                                                   2
                                           Family / Friends                                          %

                                              Local council        2

                                                                                  Other includes: Trading standards, Financial advisor, Other websites
                                                       Bank    1


                                                      Other                 14
                                                                                                     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

                                                                                                                                ‘Strongly agree’
                                                                              Strongly agree            Agree
                                                                                                                           • Scotland 2006: 78%
          The advisor dealt with your situation in a professional way                  85                         13
                                                                                                                           • 2004 All:      84%

                                                                                                                           • Scotland 2006: 80%
                                         The advisor was knowledgeable                 82                       14
                                                                                                                           • 2004 All:     78%

                                                                                                                           • Scotland 2006: 74%
                  The advisor dealt with your problem in a sensitive way              80                        15     %
                                                                                                                           • 2004 All:      81%

                                                                                                                           • Scotland 2006: 62%
                           You felt the advisor understood your situation             76                     20
                                                                                                                           • 2004 All:      76%

                                                                                                                           • Scotland 2006: 71%
                   The advice provided was clear and easy to understand               76                     19            • 2004 All:      74%

                                                                                                                           • Scotland 2006: 56%
     You had a better understanding of how to manage your debt
                                                                                 61                     26                 • 2004 All:      67%
             as a result of contacting National Debtline

                                                                            Base: all (weighted): 300                         Base: Scottish callers: 50
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                          Delivering advice:
                        On paper and on-line




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                            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                                                                       • Scotland 2006: 67%
                                                                 74                                  19
                         information provided                                                                    • 2004 All:         73%
                                                                                                          %

                        How clearly presented                                                                    • Scotland 2006: 65%
                                                                 73                                19
                         the information was                                                                     • 2004 All:         70%


                            How useful the
                                                                                                                 • Scotland 2006: 57%
                        information given was
                                                             69                                 22
                           in helping you to                                                                     • 2004 All:         67%
                             manage debt

                           How relevant the                                                                      • Scotland 2006: 63%
                         information provided                70                                  21       %
                         was to your situation                                                                   • 2004 All:         69%


                                                                                                                 • Scotland 2006: 61%
                           How easy it was to
                                                            66                                23
                              understand                                                                         • 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                                                                                80

       Finding out more about the service
             National Debtline offers
                                                                                                                   74

              Finding the telephone number for
                      National Debtline
                                                                                                                  72

                         Accessing the factsheets                                                        53

               Using the personal budget sheet                                                           52        Did you visit the website…
                                                                                                                   Before calling NDL: 64%
                Viewing / downloading sample
                                                                                                    48        %
                            letters                                                                                After calling NDL:   22%
               Downloading information packs                                                       47              Before and after:    13%

     Requesting documents to be posted
                   to you
                                                                     18

                 Emailing National Debtline for
                            advice
                                                               12
                                                    Base: all who have visited NDL website (weighted): 129
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                                                    (NB: Prompted response)
                        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?

                                                        Very good                            Good                                    ‘Very good’

                        The amount of information
                                                                  61                                      28                     • Scotland: 45%
                               provided




                        How useful the information
                          was in helping you to               55                                    27                           • Scotland: 38%
                           manage your debt

                                                                                                                         %


                         How clearly presented the
                                                             53                                     34                          • Scotland: 41%
                             information was




                               How easy it was to
                                                             53                                     33                          • Scotland: 34%
                                  understand



                                                     Base: all who have visited website (weighted): 129        Base: all Scottish callers who have visited website: 29
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                                   Part II:
                        Website Evaluation




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                              Awareness of National Debtline website

                How did you find the National Debtline website address ?


                         47




                                                        %
                                                                                                                      %




                                    12
                                                   11          11


                                                                          6
                                                                                      4
                                                                                                                                             3
                                                                                                   2              2
                                                                                                                                1


                 Internet        Link from      Citizens     Another   Friend /   TV / media   Article in     Financial    People I owe   Something
               search engine      another        advice      website   relative                 paper /     advisor / bank   money to       else
                                  website                                                      magazine

              Base: all who completed on-line survey (475)

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                             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
                                                                          38                                           50
                              advice about debt

                          Finding out more about the
                                                                     29                                    43
                        service National Debtline offers

                        Viewing / downloading sample
                                                                    28                           30
                                    letters
                                                                                                                                                      78% of users had
                              Accessing the factsheets              27                                35                            %                 found what they
                                                                                                                                                      were looking for on
                                 Downloading self help
                                                                24                                39                                                  the website
                                   information pack


                    Using the personal budget sheet            23                                38


                  Finding the telephone number for
                                                               21                           33
                          National Debtline

                         Emailing National Debtline for
                                                           7                   29
                                    advice

                          Requesting documents to be
                                                           6              25
                                posted to you
                                                                                                                 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…

                                                          Excellent              Good

                     Providing easy to
                                                     29                         42
                  understand information
                                                                                                  %

                    Amount of information            29                         40

                                                                                                       85% of users would
                            General content         28                          42                     recommend the National
                                                                                                       Debtline website as a
                                                                                                       source of information to
                            Presentation of
                              information
                                                    26                      44                         a friend if they were
                                                                                                       experiencing problems
                                                                                                       with debt.
                                Ease of use         26                      43


                             Ease of finding                                                       %
                                                24                         44
                              information


                                     Design    21                     41                 Base: all who completed on-line survey (475)




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                                              Part III:
                        Longitudinal Impact Evaluation




S:/clients/   Page 41
                        Longitudinal Impact Evaluation:
                                         Key Measures




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                          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                                   82                          15       %


       Base: All 2 years on (137 )
       All 3 years on (88)



S:/clients/   Page 43
                        What respondents said                                   With the information they gave us we can see a debt free future.


              They provided the information I needed at the time.
                      They give you a sense of security.                                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.
                    I found them very supportive, non judgemental and
                 provided me with lots of options and ideas for dealing with
                                          my debt.
                                                                                          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.
                                                                                         Clear information, very            The person I spoke to on the
                                                                                         straight forward, good             phone was extremely helpful.
                                 I think it’s an excellent service for people
                                                                                            practical advice.                The literature that was sent
                                               who are in debt.
                                                                                                                               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                                                                                                           %
                                                                                   93                                   7                     Base: All 2 years on (137 )
                                                                                                                                              All 3 years on (88)

S:/clients/   Page 44
                        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




                                    %                                Of those respondents
                                                                     who are currently
                                    26
                                                                     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     3 years on




S:/clients/   Page 45
                          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%                                                                       Two years on: 87%
                                       Three years on: 74%                                                                     Three years on: 83%
              Base: All 2 years on (137 )                                                                                                        Base: all who came to an agreement
              All 3 years on (88)                                                                                                                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?                                   How long have you had this arrangement?
                                            Less than 6 months: 14%                                                   Less than 6 months: 2%
                                                6-12 months: 27%                                                          6-12 months:5%
                                            Longer than 1 year: 32%                                                  Longer than 1 year: 34%
                                            Longer than 2 years: 26%                                                Longer than 2 years: 57%
                         Base: all who came to an arrangement with creditors and kept to it (77)   Base: all who came to an arrangement with creditors and kept to it (44)



S:/clients/    Page 46
                               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                          69                                        21       1 3
                                                    Extremely helpful                        Fairly helpful                Not very helpful              Not at all helpful



              2 years on                            63                                       69
                                                                                              28                  12                                           21             1 3
                                                                                                                                                                                         %
                  3 years




              3 years on
                                                                                        63                                                                28                   12        %


          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                                                      Over 80% of respondents from both 2 and 3
                                             from both 2 and 3 years ago                                                       years ago chose options between 6-10
                                             chose options between 1-4                                                         suggesting a significant impact on their life




               No impact on you whatsoever                                                                                                                          Fundamentally changed your life
                                                                                                                       5           Base: All 2 years on (137 )
                                                                                                                                                                                    10
                                      1                                                                                            All 3 years on (88)
S:/clients/     Page 47
                        Practical long-term benefits




S:/clients/   Page 48
                         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.


                                          2 years on                              3 years on
                                       Strongly agree      Agree                   Strongly agree    Agree
              Contacting NDL was a
              positive step towards                                                                                       %
              managing your debt
                                                    81                12                      77             16




               I feel less likely to
               find myself in a
               similar situation                                                                                          %
               again                         61             20                                75             16




               You have a better
               understanding of how                                                      63            24
               to manage your debt             66                23
                                                                                                                          %
               as a result of
               contacting NDL
                                                                                                    Base: All 2 years on (137 )
                                                                                                    All 3 years on (88)



S:/clients/    Page 49
                        Practical long-term benefits: Other financial matters
 Respondents report now being more self-sufficient in terms of other financial matters

                                                 2 years on                                                  3 years on

                                          Strongly Agree          Agree                           Strongly Agree             Agree
   I am more
   knowledgeable
                                            47                   36        %                            64                          26
   about financial                                                                                                                          %
   matters overall


  I feel more
  confident about
  managing my                                    56                   27   %                           61                        24         %
  money in general


                               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.
S:/clients/   Page 50
                           How has the service helped?

                                                                               I’m more aware of what I spend and because I’ve got
                         It completely changed my life, completely. I
                                                                               a budget I’m more motivated to stick to the budget by
                         think it’s given me much more confidence in
                                                                                                  economising.
                              myself to tackle problems like this.


                                                                                  I suppose what I have learnt is that it’s relatively
                                                                                  easy to get into debt and not quite so easy to get
                 It made me more aware of my outgoings and income. It            out. If I find myself in debt I have learnt to contact
                  helped me to budget within my own means and made                  the people I owe money to and deal with the
                   me feel more confident in approaching the creditors.                     situation sooner rather than later.



                                                                                                  It’s helped me to understand how
               It’s taught me to make sure I write my monthly budget down, so I can
                                                                                                 things can easily get out of control
              see everything that’s coming in and going out. By not using credit cards,
                                                                                                        and to be more aware.
              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 been very helpful. It’s had an
                                                                                                     impact in terms of stress levels.
              It has made me more aware of managing my money and encouraged me                           It’s made me much more
                                   not to get in to debt again.                                    confident in dealing with creditors.



S:/clients/    Page 51
                        Wider impact of contact




S:/clients/   Page 52
                         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                                         84                                                  14        2
                                                                                                                                   %   Base: All (137)



                                                            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)


              3 years on
                                                                      89                                                  10   1   %
                                                                                                                                       Base: All (88)



                                                           79% felt that being in greater control
                                                           of their finances had a very positive
                                                           effect on their general physical                    Base: those who feel
                                                           wellbeing                                           more in control (78)




S:/clients/    Page 53
                        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                                63                                 16                                        70                                9
  unwell




          Base: All (137)                                                               Base: All (88)



                            Did you visit a doctor at the time                                 Did you visit a doctor at the time
                            because of this?                                                   because of this?

                                              YES: 53%                                                                 YES: 61%



                            Did you take any time off work                                     Did you take any time off work
                            because of this?                                                   because of this?

                                              YES: 25%                                                                YES: 40%


                                Base: All unwell as a result of stress (108)                             Base: All unwell as a result of stress (70)
S:/clients/   Page 54
                        Literature




S:/clients/   Page 55
                           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                                                90          84% of callers from 3 years ago
                reference
                                                                                         also reported that they read the
                                                                                         literature and kept it for future
                                                                                         reference, reinforcing its long
               Read it and                                                               term value
                                    9                                   %
              threw it away
                                                                                         Base: All who received postal information (124)



              Not read it but
                kept it for
                                1
                  future
                reference               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
S:/clients/    Page 56
                        Summary and
                          Conclusions




S:/clients/   Page 57
                           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

S:/clients/   Page 58
                          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




S:/clients/   Page 59
                        Thank you for listening




S:/clients/   Page 60

				
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