UK Consumer Digital Index Appendix Benchmarking the digital and financial capability of people in the UK

Transcription

1 UK Consumer Digital Index Appendix 2018 Benchmarking the digital and financial capability of people in the UK

2 GLOSSARY Benefits classification The benefits category is made up of : 1. Disability 2. Housing 3. Income 4. Job Seekers 5. Other 6. Tax Credit 7. Universal Credit Financially excluded definition Other includes the below: 1. Social Fund 2. Widows Benefit 3. Bereavement Payment 4. Education Maintenance Allowance 5. Cold Weather Payment 6. Training Payment 7. Industrial Injury s Benefit 8. Other The term financially excluded relates to the population of people within the UK who are without a bank account. The terms financially excluded and people without a bank account are used interchangeably. Household income bandings (per annum): Source 2 Source 3 Low < 17,500 < 20,000 Medium 17,500 to 39,999 20,000 to 39,999 High 40, ,000+ Segmentation definition Low digital capability Segment 1. Segment 2. High digital capability Segment 3. Segment 4. Segment 5. Low financial capability Segment 1. Segment 2. Segment 3. High financial capability Segment 4. Segment 5. No evidence of digital capabilities Basic digital communication Digital transactions, i.e. online shopping Managing money online (e.g. logs onto internet banking at least four times a year) and streaming content Creating, including multiple device use for internet banking No access to credit and no savings No engagement with credit facilities, plus infrequent or no savings Little engagement with credit Good borrowing and repayment behaviours Strong borrowing and repayment behaviours; evidence of positive savings balance and frequent deposits made Please refer to pages 13 and 14 in the UK Consumer Digital Index 2018 for the segmentation results 2

3 Appendix 1: Percentage of those who are on the cusp of achieving full Basic Digital Skills split by age band. Source 2a Appendix 2: Graph shows device ownership for those on the cusp of achieving full Basic Digital Skills. Source 2a Basic Digital Skills % 8 9% 38% 12% 11% Age 16% 18% Own tablet Have PC/Laptop 3

4 Appendix 3: Could any of the following motivate you to use the internet? for those that are offline. Source 3 Appendix 4: Graph shows the amount of people who are concerned their digital skills aren t good enough split by digital capability. Sources 1 and 3 Low digital capability High digital capability % 36% 25% % Wi-Fi or broadband in area 8% 6% 6% 4% 4% 4% 4% 4% 5% Cleaner language Easier navigation/simpler design Improved mobile internet coverage Other Training Cheaper cost of devices and internet Getting support from someone Understanding the benefits Trust and security measures Nothing 4

5 Appendix 5: Graph shows the amount of people who think their digital skills have improved in the past year split by region. Source 3 Scotland 54% North East 62% North West 6 West Midlands 64% Wales 59% South West 57% Yorkshire & Humberside 68% East Midlands 56% East England 65% South East 6 London 62% 5

6 Appendix 6: Graph shows how digital workplace users think they have improved their digital skills in the past year. Source 3 Appendix 7: Graph shows how people have developed their digital skills because of wanting to improve their productivity and performance at work. Source % % Evening classes 2% 2% Local support 5% 6% 7% Bank staff Online information sources School 11% Friends 14% Through work 17% Family Self-taught Evening classes 1% 1% Local support 3% 3% 3% Bank staff Online information sources School 4% 5% 6% Friends Family Through work Self-taught 6

7 Appendix 8: Graph shows how many of those who are online use mobile or internet banking at least once a month. Source 3 Appendix 9: Figures in the table show the difference between high and low digital capability for checking their account balance, frequency of savings and how much they re saving compared with 2017 findings. Source 1 Mobile banking Internet banking and mobile banking Internet banking Neither 2017 high digital capability vs. low digital capability 2018 high digital capability vs. low digital capability no. of times more likely Checking their account balance monthly % 4 Frequency of monthly savings Value of savings % «12% 7

8 Appendix 10: Percentage of people who agree with the following online statements compared with 2017 findings. Source % 69% 7 72% 69% 75% 76% 76% 82% % 38% 47% 48% 53% 53% 3 25% é Concerned digital skills are not good enough It helps me feel less alone ³ É «e ć O ч u Manage and improve mental health Feel more like part of community It has helped me find a job Internet use outside of work but not for job Helps me save money Concerned using personal details on sites / tools Helps me save time, so I can enjoy myself more Easier to organise life Helps me connect better with friends and family 8

9 Appendix 11: Graph shows those with the full five Basic Digital Skills for 2018 and 2017 split by age band. Source 2a Appendix 12: Percentage of people with low and high digital capability split by gender. Source Low digital capability High digital capability % 49% 85% 85% % 75% % 83% % 15% % 93% Men Women % 97% 9

10 Appendix 13: Percentage of people with the full five Basic Digital Skills split by social grade. Source 2a Appendix 14: Graph shows those who are offline with and without a registered disability. Source % 77% 6 Offline Registered disability 25% Offline No disability 6% AB C1 C2 DE 10

11 Appendix 15: Graph shows why registered disabled people aren t using the internet compared with the UK average. Source 3 Darker colour shows registered disabled Lighter colour shows UK average 45% 4 38% 39% 35% 3 25% 23% 25% 15% 11% 16% 13% 9% 13% 12% 14% 12% 14% 14% 16% 15% 17% 5% 5% Privacy/security concerns Ë e ± É O ³ s Too expensive Spend money on other things Benefits are unclear No time Disability I wouldn t know where to start ę Too complicated ђ No interest 11

12 Appendix 16: Graph shows the difference in answers given by registered disabled people vs. those without a registered disability. Source 3 Concerned digital skills not good enough 5 It helps me feel less alone 27% Feel more like part of the community Manage and improve health 9% 13% Internet use outside of work but not for job 6% Concerned using personal details on sites/tools Helps me save money Helps me connect better with friends and family Helps me save time, so I can enjoy myself more Easier to organise life -1% -6% -8% - -13% It has helped me find a job -33% -5-25% 25% 5 12

13 Appendix 17: Graph shows the difference in answers given by those with low income vs. high income levels. Source 3 It helps me feel less alone 46% Internet use outside of work but not for job 41% Feel more like part of the community 29% It has helped me find a job Manage and improve health 13% 11% Concerned using personal details on sites/tools Helps me connect better with friends and family 6% 4% Easier to organise life Helps me save time, so I can enjoy myself more Helps me save money -13% -4% -1% -5-25% 25% 5 13

14 Appendix 18: Graph shows the amount of year olds who personally have access to the internet at home. Source 2c Appendix 19: Graph shows how often year olds use the internet at home. Source 2c Yes No 10 96% % year olds 6 5 1% 4 3 Every day, or almost every day 3% Once or twice a week Once or twice a month <1 <1 <1 Less than once a month Don t know 14

15 Appendix 20: Graph shows what year olds have used the internet for outside of school hours in the past month. Source 2c Appendix 21: Graph shows what year olds in ABC1 and C2DE social grades have used the internet for outside of school hours in the past month. Source 2c ABC1 C2DE 10 82% Downloaded/streamed content 77% 9 86% 8 Social networking 79% % 74% 73% 5 78% 78% 61% 55% 5 School-related content Looking up information (news/hobbies) Online shopping Gaming ing 72% 67% 55% 53% Online banking 34% 3 31% 24% Education and opportunities 18% 22% 9% School related content Downloaded/ streamed content Social networking Looking up information Online shopping ing Education and opportunities Banking 15

16 Appendix 22: Graph shows the amount of year olds who use a desktop, computer or tablet when at home. Source 2c Appendix 23: I would find it difficult to complete my school work if I didn t have the internet at home. Source 2c Yes No year olds year olds 76% 78% 56% Yes No 12% 16

17 Appendix 24: Graph shows the amount of people who think their digital skills have improved in the past year split by age band. Source 3 Appendix 25: Percentage of people who improved their digital skills at school split by age band. Source year olds year olds Aged % 11% % 62% 58% 59% 5 55% 5% 4%

18 Appendix 26: Percentage of year olds and which statements they agree with about going online. Source 2c Appendix 27: Percentage of people who are offline in 2018 compared with 2017 findings split by age band. Source 3 72% 75% 9 35% % 28% 25% 15% 7% 6% 5% Using the internet helps me achieve my future career ambitions If I have a problem I will look for the answers online I am confident when using the internet 1% 1%

19 Appendix 28: Graph shows the reasons why those aged 60+ are not using the internet if they re offline. Source % 43% 4 35% 3 25% 16% 17% 15% 6% 7% 11% 12% 5% Disability Too expensive No time Spend money on other things Privacy/security concerns Benefits are unclear I wouldn t know where to start Too complicated No interest 19

20 Appendix 29: Graph shows the amount of year olds who agree with the following statements compared with the 60+ population. Source % 6 56% % 3 23% 14% 31% 32% 29% 7% 9% 8% 9% No statements agreed Worrying about money often affects my sleep Financial situation causes stress and anxiety I m not financially prepared for the future Times in life where money worries have really affected me Do not plan and deal with at the time Not anxious on top of budget 20

21 Appendix 30: Graph shows the difference between those who are aged and 60+ who think their digital skills have improved in the past year. Source % 51% 21

22 Appendix 31: Graph shows those who are aged and which statements they agree with about going online. Source % 9 86% 8 76% 78% 7 67% % 55% 6 61% 61% % Concerned digital skills not good enough It helps me feel less alone Manage and improve health Feel more like part of community Concerned using personal details on sites/tools Internet use outside of work but not for job Helps me save money It has helped me find a job Helps me save time, so I can enjoy myself more Easier to organise life Helps me connect better with friends and family 22

23 Appendix 32: Getting advice on money and banking seems daunting to me split by age band and vs. the UK average. Source 2b Appendix 33: Have you ever taken out a payday loan before? Source 3 Agree (NET) UK average No I don t need to No I don t know what this is Yes As a one off Yes Often 35% 32% 3 25% 15% 23% 24% 25% 24% 15% 8% 4% 1% Yes e 87% No 5% UK

24 Appendix 34: Graph shows the people in the UK who have agreed with which statement most sounds like them. Source 3 Appendix 35: Graph shows the amount of people who feel their financial situation causes them stress and anxiety split by financial capability. Sources 1 and 3 Low financial capability High financial capability % 31% 56% 21% 12% 12% 16% 19% Worrying about money often affects my sleep My financial situation causes stress and anxiety I am not financially prepared for the future Do not plan and deal with at the time Times in life where money worries have affected me Not anxious on top of budget 24

25 Appendix 36: Graph shows the amount of financially excluded people who answered yes or no to the question Can thinking about money often make you anxious? Source 4 Yes No 58% 42% 25

26 Appendix 37: How in control of your finances would you say that you are, on a scale of 1-10 where 1 is not at all in control and 10 is completely in control? Source % 36% 3 25% 19% 15% 5% 1% 1 not at all in control 2% 2% 9% 6% completely in control 12% Not in control In control 26

27 Appendix 38: Graph shows the income brackets (from all income sources and before tax and other deductions) of those who are financially excluded. Source % % 17% Less than 5,000 5,000 to 9,999 10,000 to 14,999 4% 15,000 to 19,999 30,000 to 39,999 1% 1% 70,

28 Appendix 39: Thinking about your financial situation, on a scale of 1-10 where 1 is struggling and 10 is comfortably off, how would you describe yourself? split by low income and UK average. Source 3 Low income UK average 25% 23% 15% 13% 16% 15% 12% 12% 11% 11% 11% 5% 5% 4% 2% 6% 4% 8% 5% 4% 5% 8% Struggling Comfortably off 28

29 Appendix 40: Percentage of respondents who agree that 24/7 access to internet banking helps reduce money anxiety split by age band. Source 2b 73% 59% 48% UK average

30 Appendix 41: Graph shows how young financially excluded people are using the internet. Source % % 45% % 35% 32% 21% 19% 16% 11% 11% 9% 8% Accessing information Social media Learning Using online messaging (Whatsapp) Streaming/downloading media Buying products/services Online games Solely for work Accessing Universal Credit Manage finances Selling products/services Rate products/services 1% Job search 30

31 Appendix 42: Graph shows how many people in the UK have sought money management advice or guidance. Source 3 Yes No 69% 31% 31

32 Appendix 43: Graph shows where people have gone to seek money management advice split by low and high financial capability. Sources 1 and 3 Appendix 44: Graph shows where people have gone to seek money management advice split by low and high digital capability. Sources 1 and 3 Low financial capability High financial capability High digital capability Low digital capability % 52% 48% 48% % 47% 5 58% 3 32% 28% % 14% 15% 9% 13% 7% 11% 9% I visit money advice forums/ websites e.g. Money Saving Expert Organisations such as Money Advice Service or citizens advice I have had informal advice from friends and family Independent financial advisor Bank manager 1% 2% Other I visit money advice forums/ websites e.g. Money Saving Expert Organisations such as Money Advice Service or citizens advice I have had informal advice from friends and family Independent financial advisor Bank manager 32

33 Appendix 45: Graph shows to what extent people agree to the statement If I have financial issues, I have trusted people I can talk to about it. Source 2b Appendix 46: Graph shows the amount of people that have incurred unplanned overdraft fees by whether they ve had money management advice or not. Sources 1 and 3 Money management advice No Money management advice % 35% 39% % 34% 3 24% 5% 4% 9% Strongly agree Tend to agree Neither agree nor disagree Tend to disagree Strongly disagree Agree (NET) Disagree (NET) 33

34 ³ Appendix Appendix 47: Graph shows of those who have overdrafts in the UK, whether digital banking has helped them avoid overdraft fees. Source 3 Appendix 48: Graph shows how likely people are to be financially constrained split by registered disability vs. those without a disability. Source 3 Yes it has helped me avoid overdraft fees No it has not helped me avoid overdraft fees Registered disabled Non disabled 51% 4 66% 34% Yes No 34

35 Appendix 49: Graph shows how long people with a registered disability would cope if their income suddenly stopped compared with the UK average. Source 3 Appendix 50: Graph shows how long people with a registered disability would cope if their income suddenly stopped compared to the UK average split by income level. Source 3 Registered disabled UK average Registered disabled UK average % 39% % 3 24% 5 6% 9% 11% 13% 13% 15% % 22% 34% 34% Could cope for three months Could cope for two months Could cope for one month Would struggle immediately Could cope for more than three months Low income Medium income 14% High income 35

36 «Appendix Appendix 51: Graph shows the amount of people who use online/digital tools to manage their money split by registered disability vs. those without a disability. Source 2b Appendix 52: Graph shows of the yes/no responses from those who are financially excluded to the question Would you be comfortable making payments and managing your finances on your smartphone? Source 4 Registered disabled Non disabled Yes No 44% 75% Yes 36% 64% No 36

37 Find out more Join the conversation: The full report and other content can be found online: Join the conversation: #DigitalIndex18 y Please refer to our website for regional data and helpful links and resources a Please get in touch at: DigitalSkillsInclusion@lloydsbanking.com Please contact us if you would like this information in an alternative format such as Braille, large print or audio. Great care has been taken to ensure that the information used here cannot be in any way traced to a specific individual. This report has used aggregated data across social and demographic groups to highlight the trends and insights that will help consumers, charities and UK Government to understand more about our nation s digital and financial inclusion landscape. Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com Important information Whilst Lloyds Bank has exercised reasonable care in preparing this document and any views or information expressed or presented are based on sources it believes to be accurate and reliable, no representation or warranty, expressed or implied, is made as to the accuracy, reliability or completeness of the information contained herein. This material has been prepared for information purposes only and Lloyds Bank, its directors, officers and employees are not responsible for any consequences arising from any reliance upon such information. Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no Telephone: Issue date: May 2018