2024年英国消费者数字指数报告

The UK’s largest study ofdigital and financial lives 03About us04Executive summary06Calls to action07Foreword08Index segmentation The 2024 UK Consumer DigitalIndex is the ninth in its series.The study uses the behaviouraland transactional data of onemillion consumers to build aview of digital and financial livesacross the UK. 15Chapter ThreeThe digital dividend 29Chapter Five Essential Digital Skills 32The Foundation Level35Mary’s story38Essential Digital Skills for Life45Alan’s story47Gareth and Amy’s story48Essential Digital Skills for Work59Amey’s story61Ipsos’ story 16Kate’s story17Your Credit Score20Sharon’s story21Spotlight: Fraud and scams23John’s story 09Chapter OneDigital capability in the UK10Frank’s story Join the conversation:#ConsumerDigitalIndex#EssentialDigitalSkills 24Chapter Four Building confidence and capability25Mark and Jon’s story28James’ story 12Chapter TwoAn inclusive digital future14Three Hands Insight Email us:DigitalSkillsInclusion@lloydsbanking.coma 65Thank you to our partners67Appendix Headlines from the report: 41.5 million peoplehave used the Internetto save money/shoparound for cheaper dealsSee page 15 14.2 million UK adultshave the highestdigital capabilitySee page 9 8.6 million more peoplehave the highest digitalcapability than in 2020See page 9 22.6 million peoplethink their skills needfurther improvementSee page 24 Just 48% of thelabour force can doall 20 Work tasksSee page 50 Jemma Waters Head ofCustomer Inclusion,Lloyds Banking Group About us “An ever more digital economy presents arange of opportunities for consumers to bebetter off. The 2024 Consumer Digital Indexevidences that higher digital capability helpspeople to save more, earn more and feel moreconfident. It also shows that there is a hugeopportunity to help people reap the rewardsof greater digital participation throughworkplace upskilling, confidence-building atkey moments that matter, and creating moreinclusive digital services. The report also includes the UK EssentialDigital Skills (EDS) benchmark.The frameworkwas last updated in 2022 following consultationwith representatives across industries. In itsthird year, it provides a year-on-year benchmarkfor the tasks people need for daily life and work. None of this has been achieved withoutpartnerships across industry, government,and the community sector.We have addressedbarriers collaboratively, and we hope this year’sreport inspires more action. We look forward tocontinuing this work to empower people to leadbetter financial lives and make the most of ourdigital world, together. At Lloyds Bank, we believe that financialservices can – and should – be inclusive.Ongoing changes in technology, behaviour, and innovation have transformed how we live, work,and connect. The Consumer Digital Index report helps usand other organisations to understand theUK’s digital and financial lives. The LloydsBank team works with unique transactional andsurvey data, analytical expertise, and researchpartners to make this possible. We hope thatit continues to shape initiatives and make animpact, as we have seen in recent years. Our report inspires action.We have Academiesdesigned to build financial and digital skills andconfidence. These offer free learning resources.They are open to everyone. Online and inperson, for individuals, groups, and businesses. Thank you to all the people, partners, andcommunities who are working towards amore inclusive tomorrow. This annual report informs our work tosupport our customers, and work withkey partners to provide the digital skillsand resources needed to improve digitalengagement. Since 2021, I am proud thatwe have supported over one million peoplein this way. Since January 2021 through our Academies,we have supportedover one million peopleto build their digital and financial skills. Withbespoke telephony support, face-to-facetraining, webinars and interactive on-demandlearning, people have learned: If you have any questions, please contact us:aDigitalSkillsInclusion@lloydsbanking.com We aim to connect customers andcommunities to opportunities. Usingresearch, insights and partnerships,we work to shape a digital futureeveryone can be a part of. How to set up a new device andconnect to Wi-Fi I hope that this insight helps readers to buildthe case for change for their organisations tomobilise activity that drives digital inclusionand participation. Together, we can empowerpeople across the UK to embrace the digitalworld and unlock their full potential.” How to budget and plan for the future How to stay safe online How to be more productive at workand grow skills for the future Executive summary Improvements in digital skills have been made overthe last three years for those with an impairmentvs. those without, yet the Essential Digital Skillsdata shows there is still a gap. Exploring this groupfurther, it's those with a physical impairmentthat are least likely to be able to complete thefundamental tasks