Prepared for:

1

National Debtline Performance Evaluation
Research 14th September 2006
Prepared for National Debtline
Illuminas Lion House, 141-145 Curtain Road,
London EC2A 3AR Tel [phone] Fax 020
7909 0921 www.illuminas-global.com
2
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 callers 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

3
A quantitative approach providing robust
measurement

• Performance evaluation
• 15 minute telephone interviews with individuals
  who had contacted National Debtline between March
  and June 2006

250 interviews amongst callers from England
Wales 50 interviews amongst callers from Scotland
Total 300 interviews

• Longitudinal impact evaluation
• 15 minute telephone interviews with individuals
  who had contacted National Debtline 2 years ago
  and 3 years ago

2 years on callers Participated in performance
evaluation survey 04
Total 137 interviews
3 years on callers Participated in Longitudinal
impact survey 04 and performance evaluation 03
Total 88 interviews

• Website pop-up survey

Total 475 responded
Pop up survey on NDL website
4
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

5
Todays 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

6
Executive Summary
7
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
• Lower levels of satisfaction amongst callers in
  Scotland, and less positive response overall

8
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

9
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.

10
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

11
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

12
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

13
Part I Performance Evaluation
14
Performance Evaluation Key Measures
15
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?

Base all (weighted) 300

• Very satisfied
• Scottish Callers (2006) 66
• Scottish Callers (2004) 76

Scottish callers base 50
16
Reasons for satisfaction
They gave me advice, they sent me leaflets the
very next day. They were very helpful. Its a
good service because sometimes you dont know
where to turn to.
They knew what direction to point you in. They
were very friendly and you felt like you had
achieved something when you came off the phone.
They were very thorough, they went through
everything that I didnt understand. They went
through the budget sheet with me and told me what
I should and shouldnt write in the letters. She
was also friendly and helpful and didnt make me
feel like a bad person because I was in debt.
They are very practical. They seem to be able to
offer expert help on a range of different issues.
I completely trust their advice. They always take
the time to listen to whats going on and they
give it consideration.
I was panicking about the debtors as they were
being very aggressive towards me on the phone.
When I called National Debtline I felt a lot
better as I knew what my rights were then.
They were very supportive and had answers. They
were very informative and knew what they were
talking about. They gave good advice and support.
Their letter templates are good and easy to use.
17
Reasons for dissatisfaction
I felt as though I was totally left on my own.
The second time I contacted them was after
bankruptcy and all I got was another pack on
insolvency. Its the same sort of thing I can go
to the citizens advice bureau for.
Over efficient spent too long asking me
questions about my finance when I just asked one
question.
Basically they gave me advice over the phone, and
then I was told they would send an information
pack of leaflets and I never received them. The
information I was given over the phone wasnt
satisfactory either.
I was hoping for a bit more help. It was good
they sent me an information pack but what I
needed was a little reassurance and more
assistance with the debt management programme.
It took so long from the start of my claim to
have anything done about it. They blamed the fact
that they took so long with my claim on being
short staffed because I live in Scotland it is a
different system to the one in London.
I phoned up for advice, they advised me how I
could relieve some of my debt problems and gave
me several options to follow. They said they
would send me the relevant information via post
but it didnt come. I had to call them again
until eventually it arrived.
18
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 2004 (all) 78 2006 Scotland
only 66

Base all (weighted) 300

• If someone you knew found themselves in
  difficulty with debt, how likely would you be to
  recommend
• National Debtline as a source of advice?

Base all (weighted) 300
Would definitely recommend Scottish callers
2006 82 Scottish callers 2004 86
Scottish callers base 2006 50
19
Recommending the service
Just making the one phone call helps you to go
down the right line and you feel so much better
afterwards because you know you are not the only
one out there with the problem.

• Reasons for

The main reason basically is stress relief. You
can talk to somebody, they explain your options,
and more importantly, your rights, because
creditors will not tell you. They are very
sympathetic and help to lift a great weight off
your shoulders.
The information is very clear and easy to
understand. The sample letters are very good and
the handbook outlines different measures to take
in all circumstances.
They know the legal things. Lifes a lot easier
since I spoke to them.
Its impartial advice and they are knowledgeable
about the law. There are a lot of organisations
you phone where you only get help based on their
own benefit.
So helpful and easy to talk to. At the end of the
phone call I felt I had made progress.
and against
Its a starting point to face your problems but I
think people in my situation actually need more
help. Not just sending a pack and letting you
know what to do. It is limited.
They were very hard to get hold of, it was
difficult to get through in the first place. They
keep you on the phone too long going through
things.
20
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

21
The lasting impact of contacting NDL

• Contact has an undoubtedly positive impact on
  attitudes towards managing debt, and does
• appear to have empowered respondents
• But again, some callers less confident about
  the practical application and interpretation of
  advice.

Strongly agree

• 2006 Scotland 64
• 2004 All 64

• 2006 Scotland 60
• 2004 All 56

• 2006 Scotland 52
• 2004 All 54

• 2006 Scotland 46
• 2004 All 54

• 2006 Scotland 56
• 2004 All 56

Base Scotland 50 2004 416
Base all (weighted) 300
22
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 was
not the end of the world and that I can get my
life back together.
It helped me become more responsible with money.
Better planning and organising of my finance.
We are out of debt now. The information pack they
sent us helped us to make a final settlement. We
will never get into debt again.
It allowed me to write letters to my creditors
that sounded professional and helped me achieve
results.
My son was frightened to contact people he owed
money to, the advice from National Debtline gave
him more confidence to get in touch with them.
Its made me sit back and think about what I need
instead of what I want. Its helped me from a
health point of view, I was suffering from
stress, now Im not.
They have worked out a manageable budget that
enables me to pay off my debt and help take
control of my finances.
23
Making the first call Awareness and experience

24
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?

• Other sources include
• Radio
• Bank / building society
• A leaflet
• Creditors

Base all (weighted) 300
25
The first call

• Just over half (53) of callers, were able to
  reach an advisor the first time they called
• Once they had spoken to an advisor, the majority
  of callers were happy with the service they
• received

• 93 of callers felt that the length of their
  first call was about right
• 46 of callers were given all of the advice they
  needed, with a further 45 of callers receiving
• most of the information they needed

• Thinking about when you first rang National
  Debtline, how many times did you have to ring
  before you got
• through to an advisor?

• How many times have you spoken to National
  Debtline?

Base all (weighted) 300

Base all (weighted) 300
26
Getting help

• National Debtline appears to have been the first
  contact point for the majority of respondents

Had you contacted anyone else for debt advice
before you spoke to National Debtline ?

Base all (weighted) 300

• Who else have you contacted?

As in 2004, the Citizens Advice Bureau is the
most common alternative source of debt advice

Other includes Trading standards, Financial
advisor, Other websites
Base all respondents who had contacted someone
else 95
27
First impressions

• High levels of praise after initial contact

• Respondents were asked to think back to how they
  felt after their first call with National
  Debtline and
• to rate them on a number of measures

Strongly agree

• Scotland 2006 80
• 2004 All 82

• Scotland 2006 64
• 2004 All 70

• Scotland 2006 64
• 2004 All 69

Base Scottish callers 50
Base all (weighted) 300
28
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

• Scotland 2006 78
• 2004 All 84

• Scotland 2006 80
• 2004 All 78

• Scotland 2006 74
• 2004 All 81

• Scotland 2006 62
• 2004 All 76

• Scotland 2006 71
• 2004 All 74

• Scotland 2006 56
• 2004 All 67

Base Scottish callers 50
Base all (weighted) 300
29
Service improvements

• What could National Debtline do to improve the
  service they offer?

Have more advisors. Just trying to get through
was a real nightmare. You are on hold for 15
minutes and then youre just told to call back at
a different time.
It would be nice if they could review after a
month or so, just to see how people were doing.
Encourage people to get organised and follow them
up to make sure they dont fall in to debt again.
As I live in Scotland they could be a bit more
knowledgeable about Scottish only schemes.
Sometimes they are unaware in Scotland.
Perhaps a website specifically for Scotland.
Maybe get some more operators. I know they say
they have busy periods and to call back at a less
busy time, but its not that easy to do. Some
people may be missing out because its so busy.
Look at the way they deal with people who have a
fairly low debt.
Be a bit quicker when responding. I waited 45
minutes to get through and an email response took
a week, bit long.
30
Debt management programme

• 25 of respondents were on a debt management
  programme at the time of
• responding to the survey

• Who was it that set up the debt management
  arrangement for you?

Base all on debt management programme
(weighted) 75
31
Delivering advice On paper and on-line
32
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

• Scotland 2006 67
• 2004 All 73

• Scotland 2006 65
• 2004 All 70

• Scotland 2006 57
• 2004 All 67

• Scotland 2006 63
• 2004 All 69

• Scotland 2006 61
• 2004 All 64

Base all who recall literature sent
(weighted)291
Base Scotland 46 2004 416
33
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

Did you visit the website Before calling NDL
64 After calling NDL 22 Before and after
13

Base all who have visited NDL website
(weighted) 129 (NB Prompted response)
34
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

• Scotland 45

• Scotland 38

• Scotland 41

• Scotland 34

Base all Scottish callers who have visited
website 29
Base all who have visited website (weighted) 129
35
Part IIWebsite Evaluation
36
Awareness of National Debtline website

• How did you find the National Debtline website
  address ?

Base all who completed on-line survey (475)
37
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?

78 of users had found what they were looking for
on the website

Base all who completed on-line survey (475)
38
Taking action

• Evidence to suggest the website assists users to
  take productive action

• What is the next step you are going to take in
  terms of managing your money and debt?

Base all who completed on-line survey (475) (NB
Prompted responses)
39
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

85 of users would recommend the National
Debtline website as a source of information to a
friend if they were experiencing problems with
debt.

Base all who completed on-line survey (475)
40
Additional user comments
Feedback regarding site is mainly positive, with
some small criticisms
Please keep up the good work offered to people
like myself that dont really understand the
implications of debt.
I think your website provides an invaluable first
step to anyone who needs debt advice.
Very useful resource, wish I had found it sooner.
I think National Debtline is an excellent
service.
Some time ago I had to use the service for
myself. It was excellent and helped me a great
deal. I am now happy to signpost my clients to
this service with their debt problems. Thank you
for providing so much help.
Id just like to say thank you for being there!
Without pictures I think that the entry pages to
the site may appear daunting to some less
confident users.
Tried for over an hour to get through on the
telephone.
Good site, easy to follow and easy to refer to.
Your phone lines are never answered.
41
Part IIILongitudinal Impact Evaluation
42
Longitudinal Impact Evaluation Key Measures
43
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?

2 years on

3 years on

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

44
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.
The person I spoke to on the phone was extremely
helpful. The literature that was sent was very
informative.
Clear information, very straight forward, good
practical advice.
I think its an excellent service for people who
are in debt.

• How likely would you be to recommend National
  Debtline as a source of advice?

2 years ago

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

45
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

Of those respondents who are currently dealing
with debt, the majority are dealing solely with
the same debt as before.

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

2 years on
3 years on
46
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

47
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?

2 years on

3 years on

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

• How has National Debtline affected you in the
  widest sense ?

Over 80 of respondents from both 2 and 3 years
ago chose options between 6-10 suggesting a
significant impact on their life
Less than 10 of respondents from both 2 and 3
years ago chose options between 1-4
No impact on you whatsoever
Fundamentally changed your life
5
Base All 2 years on (137 ) All 3 years on (88)

10
1
48
Practical long-term benefits
49
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.

3 years on
2 years on
Contacting NDL was a positive step towards
managing your debt

I feel less likely to find myself in a similar
situation again

You have a better understanding of how to manage
your debt as a result of contacting NDL

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

50
Practical long-term benefits Other financial
matters

• Respondents report now being more
  self-sufficient in terms of other financial
  matters

3 years on
2 years on
I am more knowledgeable about financial matters
overall


I feel more confident about managing my money in
general


Base All 88
Base All (137)

• 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.

51
How has the service helped?
Im more aware of what I spend and because Ive
got a budget Im more motivated to stick to the
budget by economising.
It completely changed my life, completely. I
think its given me much more confidence in
myself to tackle problems like this.
I suppose what I have learnt is that its
relatively easy to get into debt and not quite so
easy to get out. If I find myself in debt I have
learnt to contact the people I owe money to and
deal with the situation sooner rather than later.
It made me more aware of my outgoings and income.
It helped me to budget within my own means and
made me feel more confident in approaching the
creditors.
Its helped me to understand how things can
easily get out of control and to be more aware.
Its taught me to make sure I write my monthly
budget down, so I can see everything thats
coming in and going out. By not using credit
cards, try and save that bit extra for anything
new and at the end of the day if you buy things
and get into debt its not good for your health,
so it will have a knock on effect.
Its been very helpful. Its had an impact in
terms of stress levels. Its made me much more
confident in dealing with creditors.
It has made me more aware of managing my money
and encouraged me not to get in to debt again.
52
Wider impact of contact
53
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

2 years on

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

Base All (88)
79 felt that being in greater control of their
finances had a very positive effect on their
general physical wellbeing
Base those who feel more in control (78)
54
Wider consequences of debt

• Findings suggest that a large proportion of
  respondents experienced further repercussions due
  
• to dealing with their debt

3 years on
2 years on
The stress of debt was making me physically
unwell


Base All (88)
Base All (137)
Did you visit a doctor at the time because of
this?
Did you visit a doctor at the time because of
this?
YES 53
YES 61
Did you take any time off work because of this?
Did you take any time off work 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)
55
Literature
56
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?

84 of callers from 3 years ago also reported
that they read the literature and kept it for
future reference, reinforcing its long term
value Base All who received postal information
(124)

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

57
Summary and Conclusions
58
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

59
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

60
Thank you for listening
61
Performance EvaluationAppendix Information
62
Other sources of advice

• Few respondents sought additional advice once
  they had contacted National Debtline
• Of those who did, Citizens Advice was again the
  most likely alternative

Had you spoken to anyone else for advice on
managing money or debt since your calls to
National Debtline?

Base all (weighted) 300

• Who else have you contacted?

Others include Building society, Creditors,
Family advisor
Base all respondents who had contacted someone
else 82
63
The email facility

• Were you aware that you could contact NDL for
  advice by email?

• Did or would you consider emailing National
  Debtline for advice rather than contacting them
  by phone?

• Why wouldnt you consider emailing National
  Debtline?

Prefer to speak to somebody 58
Telephone more personal 35
Find it difficult to express self / problems in
writing 8
Quicker/more immediate response by phone 8
Base all who visited NDL website and not
contacted NDL by email (weighted) 113
64
The email facility

• Satisfaction with email service not as high as
  phone service

• When did National Debtline reply to your email?

How did they reply email 70 phone 30

Base all who visited website and contacted NDL
by email (weighted) 16

• How would you rate the email service in terms
  of

!!Small base!!
Very good Good Average Poor
The quality of information / advice offered 4 1 3 1
The way they responded to your email 7 5 0 2
The speed of response to your email 5 3 3 3
(Number of respondents)
65
Additional comments
I am so glad that an organisation like National
Debtline exists.
They saved me from going bankrupt. They were the
only ones who told me what would happen
afterwards if I did. They gave me other options
and Im so glad I didnt go bankrupt.
Im glad I contacted National Debtline because it
has made my life a little bit easier.
Keep up the good work!
National Debtline saved us and we were surprised
at how approachable and understanding they were.
Thank you very much for putting me on the right
road.
66
Type of debt

• Which types of debt did you have when you first
  contacted National Debtline?

Base England and Wales 250, Scotland 50
67
Amount of debt

• What was approximately the total amount of debt
  you held at the point when you
• contacted National Debtline?

Base England and Wales 250, Scotland 50
68
Demographics Performance evaluation

Gender

Age

General population age breakdown
Ethnicity

Base all (weighted) 300
69
Demographics Performance evaluation

Employment Status

Marital Status

Dependant children living at home

Base all (weighted) 300
70
Gross household income


Base all (weighted) 300
71
Website EvaluationAppendix Information
72
Reasons for using the website

• Being in debt and looking for general
  information and advice was the most common reason
  
• mentioned for using the website

I am in a lot of debt and looking for some tips
as to the day to day measures that I can take to
try and improve my finances. I would also like to
find out what my options are for the future.
I am in debt and looking for information on how
to get out of it!
To get help with debt and look for a way to get
my finances in order.
I am contacting you as I am in 7000 worth of
debt! I need some advice on the best way to deal
with this and how to repay what I owe back to the
companies I have borrowed it from!
Im in serious financial difficulties and need
help.
Advice on how to handle debt.
Im bogged down with debt and do not know who to
talk to. Im frightened and looking for help and
answers.
Im having a lot of money problems. I owe two
credit cards, a large loan, an overdraft and am
not able to keep up with the repayments.
Having severe debt problems and need advice, just
looking at whats available.
I am in debt and want to pay at least something
off but not sure how to go about it.
73
Additional reasons for using the website

• Other users were looking for more specific
  information

To look at the budget sheet.
To get a copy of the letter example to send to
creditors.
Seeking budgeting help.
Advice about bankruptcy.
To use your draft letters to contact my
creditors.
To find out about bailiffs.

• A number of other users were browsing the site
  on behalf of other people or agencies

I am a debt advisor. I use your site on a regular
basis to download fact sheets for clients.
I work for a Housing Association and want to
familiarise myself with the site and service you
offer.
I work for a local authority and intend putting
details in our advice directory.
Checking out advice for my mum who is struggling
with debt.
Information for a client.
Looking for advice for a friend.
74
Awareness of National Debtline

• How did you first hear about National Debtline?

Base all who completed on-line survey (475)
75
Previous contact with National Debtline

• The majority of respondents have had no previous
  contact with National Debtline, suggesting
• that the website is an important source of
  initial information
• One fifth of website users plan to additionally
  call an advisor

Have you visited the National Debtline website
before?

Have you spoken to National Debtline advisors by
phone?

Base all who completed on-line survey (475)
76
Other sources of information

Base all who completed on-line survey (475)

Who else have you contacted ?

Base all who contacted someone else for advice
(146)
77
Demographics website survey

Gender

Age

Ethnicity

Base all who completed on-line survey (475)
78
Demographics website survey
Marital status

Employment status

Base all who completed on-line survey (475)
79
Longitudinal EvaluationAppendix Information
80
Other sources of advice

• 19 of callers from 3 years on and 12 of callers
  from two years on have encountered further
  difficulties with managing money and debt. Of
  those respondents
• 35 of both callers from two and three years ago
  have contacted or spoken to someone else other
  
• than National Debtline for advice on managing
  money or debt

• Who else have you contacted?

Who 2 years on callers (number of callers) 3 years on callers (number of callers)
CCCS 3 2
Citizens advice 1 1
Family / friends 1 0
Solicitor 0 1
Other 1 2
81
Taking action

• What actions have you taken as a result of the
  advice provided by National Debtline?

Consult creditors
Draw up a budget
Declared bankruptcy
Use NBL literature
Set up debt management plan
Consult payplan
Consult CCCS
Base All 2 years on (137 ) All 3 years on (88)

82
Using the advice

• Since your last call to National Debtline have
  you

Remembered and acted upon the advice given to you
by National Debtline
Remembered and acted upon the advice given to you
by National Debtline


Visited the National Debtline website
Visited the National Debtline website
Contacted National Debtline via email
Contacted National Debtline via email

• Only small numbers of respondents felt the need
  to seek additional advice via the National
  Debtline website or via email contact suggesting
  that the information received over the phone and
  in the accompanying literature was sufficient in
  most cases

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

83
Taking independent action?

• Large proportion of respondents report that they
  would take more independent and direct action if
  similar
• problems arose, although some still reliant on
  National Debtline.

Imagine you had a similar debt problem to the one
you originally contacted National Debtline about.
What specific steps would you take to help
yourself out of the situation?

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

84
Service improvements

• Two key areas commonly mentioned by respondents
  advertising the service and
• shortening the length of time it can take to
  get through

So many people dont know about it so maybe they
can advertise themselves more and then people can
be aware.
They need to have an advert because it took me a
long time to find them. I found them on the
internet.
The first thing is to have more staff available
over the phones during peak times. Secondly, if
possible to advertise widely. I feel that
National Debtline doesnt get the high profile
that it deserves.
Trying to get through took a while. Thats not
really a complaint because obviously they were
trying to help other people.
Increase the number of advisors on the phone so
the wait is not too long.
Have a better phone service. Its so difficult to
get through, you can sit on the phone for 10
minutes and then it says we cant take your call
at this time. It can be really disappointing.
I think they could do with a bit more advertising
on the TV, radio, local and national papers, on
the internet and posters.
Sometimes you had to wait quite a long time when
trying to get through to them. Sometimes that
might put someone off after theyd gained the
courage to call, sometimes then they might put
the phone down.
85
Service improvements - additional comments

• Generally high levels of satisfaction and few
  respondents mentioned additional service
  
• improvements

I think they have done a wonderful job but the
only thing I would recommend is that they follow
up with those that they have dealt with.
It would be nice if they could have offices
locally where you could meet an advisor face to
face.
I dont think they need to do anything, for me
personally they covered everything.
They should offer people one to one counselling,
so that you can see them and discuss your
financial situation. Not just read this and that.
I suppose sometimes one would want an extra hand.
Maybe a follow up call. Maybe the possibility of
them being able to mediate between the company
and the client and themselves.
I wouldnt be in a position to say anything. I
was more than happy with the service.
86
Additional customer comments
I think an organisation like National Debtline
should be widely available for people to manage
their finances and avoid any stressful situation
and the impact it has on the family.
When we really needed some advice and support
they were there. It was great. Even though weve
paid the debts off now, their help enabled us to
get re-established and sorted and we dont have
any hassle now. This gives us a better quality of
life.
Thanks for what they did two years ago. Ive
still got all their information and if I need to
contact them I know they are there.
Thank you to all the people at National Debtline.
It has made a big difference to my life and Im
getting things sorted out.
The staff are kind and polite and I appreciate
that.
I found them very, very helpful and would
recommend them to anybody who was unfortunate
enough to find themselves in debt.
I was surprised at how helpful it was.
Its a very valued service. They are helping
people and long may they continue helping people.
Contacting National Debtline has made a huge
difference.
87
Debt management programme

• If on a debt management programme, who was it
  that set up this arrangement for you?

Base All on debt management programme 2 years
on (21) 3 years on (48)
88
Demographics Longitudinal evaluation

Age
2 years on callers

3 years on callers
Base All 2 years on (137 ) All 3 years on (88)
General population age breakdown
General population

Source Population Trends No. 124, Summer 2006,
ONS
89
Demographics Longitudinal evaluation

Employment Status
2 years on

3 years on
Marital Status
2 years on

3 years on
Base All 2 years on (137), all 3 years on (88)
90
Gross household income Longitudinal evaluation


Base All 2 years on (137), all 3 years on (88)
91
Total debt Longitudinal evaluation

• What is approximately the total amount of debt
  you currently hold?

Base All those with an outstanding debt, 2 years
on (100), 3 years on (48)
92
Type of debt Longitudinal evaluation

• Which types of debt do you currently have?

Base All those with an outstanding debt, 2 years
on (100), 3 years on (48)