Our story

Over the last seven years, the Lloyds Bank team have used unique datasets, analytical and research capability to understand how digital the UK really is. The insight has shaped a number of policy outcomes, community interventions and created a greater awareness of the importance of digital skills in UK industry. In the last two years alone, our previous insights have been read over 90,000 times and across 85 different countries.

Through our initiatives, we’re able to see and understand the value and impact that digital skills and tech adoption can have. From helping people learn new skills and find employment, to small businesses being more productive, digital is an enabler – helping people get to where they want to go.

If you have any questions, please don’t hesitate to reach out to us at digitalskillsinclusion@lloydsbanking.com.

Download the report

Read the 2021 UK Consumer Digital Index:

Download report (PDF, 3.5 MB)

Read the 2021 Essential Digital Skills Report:

Download report (PDF, 4.2 MB)

The Consumer Digital Index

The Consumer Digital Index is the UK’s largest measure of digital and financial lives, and was published for the sixth time in May 2021. The report uses a blend of transactional and survey data allowing data-matching of behaviours with attitudes – to date over 16,000 consumers have been spoken to.


The Essential Digital Skills report

The Essential Digital Skills report is the UK’s digital skills benchmark, measuring the basic tasks needed to access the online world, and the essential digital skills needed for life and work. Lloyds Bank commission this report on behalf of the Department for Education and to date over 12,000 individuals have been interviewed. 

Essential Digital Skills Data Tables

For the first time in 2020 a wider set of data tables were made available online, split by different demographics. The tables show data from 2019, 2020 and 2021.

The short video on the right, explains the EDS measure in more detail and the positive impact on people’s lives if they are digitally enabled.

Essential Digital Skills

Essential Digital Skills  Interactive Data Tables

Thoughts from our partners this year

GMCA logo

Greater Manchester Combined Authority

In Greater Manchester we believe that everyone whatever their age, location, or situation, should be able to benefit from the opportunities digital brings. In 2020, GMCA launched the Digital Inclusion Agenda for Change with a strong ambition to become a 100% digitally enabled city-region. The Lloyd's Bank UK Consumer Digital Index will be an important tool in helping GM achieve this ambition, helping us understand the extent of residents’ digital and financial capabilities, as well as better understanding how residents are engaging with an increasingly digital world post-pandemic.

Phil Swan, Digital Director, Greater Manchester Combined Authority

Scope logo


Our reliance on connectivity has sharpened dramatically over the last year, as people found themselves needing to work, rest and play all within the confines of their own homes. As the 2021 Lloyds Bank Consumer Digital Index shows, the way we interact with tech - and find ourselves needing it - has in many ways been a positive force for good – more people are feeling more confident doing things they never had to do before. But many are struggling, and the last year has exposed the digital skills gap like never before.

At BT, we connect for good, and are invested in helping millions of people make the most of life in the digital world. 

Andy Wales, Chief Digital Impact and Sustainability Officer

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Mental Health UK

One in four of us experiences a mental health problem every year, and the pandemic has exacerbated many of the risk factors. Connecting people to information they need can guide them through difficult times. It is disheartening that people are 12% less likely to use the internet to manage their mental health, compared to their physical health. Last year, over three million people visited our websites for support.

Whether through our award-winning advice or online peer support – at Mental Health UK we won’t stop until everyone has the tools to manage their mental health and live their best possible life.

Katie Legg, Director of Strategy and Partnerships, Mental Health UK

Case Study Stories 

To date we have spoken to over 24,000 people either face-to-face or on the phone to shape our insights. Every data point is a person, and we speak to a number of these people to bring their story to life on how digital plays a part in their every day routine and how it helps in day-to-day life.

This short video (pre-covid) shows members of the community in the North East who benefit from the support of their local online centre and library. Watch the video to hear from David, Lee and Rab on how they benefit from digital.

Consumer Digital Index Case Studies

Previous reports, our Academy and resources

For previous reports, helpful tools and resources, please refer to our library of links. If you would like to contact the team, please email digitalskillsinclusion@lloydsbanking.com

Consumer Digital Index 2020 report

Read last years 2020 Consumer Digital Index and Essential Digital Skills report.