Consumer Digital Index Report

UK Consumer Digital Index 2024

We believe that financial services can – and should – be inclusive. We want to connect customers and communities to opportunities. Using research, insights, and partnerships, we aim to shape a digital future for everyone.

Women with children looking at mobile phone

What is the Consumer Digital Index?

The Consumer Digital Index is the UK’s largest study of digital and financial lives. First published in 2016, the report uses transactional and survey data. We have completed varied research with over 35,000 people so far.

What is the Essential Digital Skills framework?

Lloyds has had the privilege of working with cross-sector organisations to establish the Essential Digital Skills framework. This is a measure of the essential tasks needed to access the online world – in life and work. For example, how to:

Turn on the device and enter any account login information as required.
Recognise suspicious links and know that clicking on these links or downloading unfamiliar attachments is a risk.
Manage your money and transactions online.

Since 2019, for the Essential Digital Skills framework research, around 25,000 people have been interviewed over the phone or face-to-face.

Supporting with digital and financial skills

At Lloyds, we are proud to offer free, multi-channel support to help people build their digital and financial skills. The Digital Helpline and the Lloyds Bank Academy aim to help people get more out of life and work – from the basics and beyond.

The Lloyds Bank Academy: Helping to build financial skills and confidence

We help people and businesses across the UK through:

On-demand learning.
Face-to-face training sessions in local branches and community spaces.
Interactive webinars.

We aim to help people:

Get started online.
Manage and make the most of their money.
Enable their business to become more productive and efficient.
Get the right job for them and learn the skills they need for a digital workplace.

Consumer Digital Index Case Studies

Explore more on the Lloyds Bank Academy website. This is open to all, and our video tells our story.

The Digital Helpline: Free digital skills training

We offer free, 1-2-1 digital skills training by phone or video call. These sessions are tailor-made to a person’s needs. This can start with the basics of how to use a device, through to how to access online services and Internet Banking.

Explore more on the free digital skills training page.

Previous reports and resources