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The UK’s largest study of digital and financial lives.
The Consumer Digital Index is the UK’s largest measure of digital and financial lives. First published in 2016, the report uses a blend of transactional and survey data allowing data-matching of behaviours with attitudes – to date we have spoken to over 27,000 customers.
This year’s report also includes the 2023 UK Essential Digital Skills benchmark; a measure of the fundamental tasks needed to access the online world including the essential digital skills needed for life and work. Lloyds Bank commission this report on behalf of the Department for Education. We have interviewed by telephone or face-to-face, over 20,000 individuals.
Thoughts from our partners
“The findings by Lloyds Banking Group this year are both optimistic and stark. There is an increase of 3% (to 27%) for the percentage of the population assessing their digital capability as “very high”. However, it's clear that more needs to be done to support people with managing their finances online, as alarmingly over half (53%) of respondents said that they had low / very low financial capacity.
The cost-of-living crisis only exacerbates the vulnerable situations of these individuals – driving them into financial hardship. There has never been a more crucial time for organisations to work in collaboration to end the digital divide and improve the financial capability of the communities around us.”
Thomas Monaghan, Corporate Partnerships Lead, Citizens Advice
"This crucial new data reveals a stark truth – millions still lack the Essential Digital Skills for Work. 54% of working adults cannot perform the 20 tasks industry and government agree are vital for today's workplace.
AI and automation are rapidly transforming the world of work and bringing risk of major workforce displacement. Ensuring the workforce has the digital capability to respond to this transformation has never been more important. And this report is clear – too many of us are falling behind.
I hope this report encourages many more organisations to join FutureDotNow as we unite industry and take targeted, collective action to close the workforce digital skills gap."
Holly Chate, COO, FutureDotNow
"The cost-of-living crisis is delivering poverty, digital exclusion, and disconnection for millions. Despite some progress, this year’s Consumer Digital Index points to a hard truth. The dial for those most disadvantaged is not shifting; it is even going backwards. There’s so much more we could do together to fix the digital divide, using the resources we offer through the National Digital Inclusion Network, National Databank and Device Bank. But we - and others - need the Government to step up with co-investment and a clear vision for a digitally included nation. The data sends a clear message: this can’t wait."
Helen Milner, OBE, Group CEO, Good Things Foundation
“The Consumer Digital Index plays a key role in helping understand the digital and financial capabilities of our residents. This year’s findings highlight the important areas of focus, including the support needed for individuals with low digital capabilities, those with health conditions and the impact of the cost-of-living crisis.
Across Liverpool City Region we are working to bridge the digital divide. Through the LCR Digital Inclusion Network, organisations are tackling issues of access, skills and motivation through unique programmes such as the industry-led Digital Inclusion Initiative. Together with our partners, we are empowering individuals and working to ensure no one is left behind.”
Rob Benson, Digital Inclusion Manager, Liverpool City Region Combined Authority
“The Consumer Digital Index is the definitive benchmark for tracking digital skills and inclusion across the UK.
It’s really encouraging to see improvements in digital confidence and skills, particularly amongst older people. However, it’s clear that some people remain at risk of being left behind. One in four adults has a very low digital capability - a figure that remains stubbornly high.
It’s important that we don’t assume digital capability equates to digital access. We all have a role to play to make sure everyone can be digitally included. This will ensure that everyone can access the significant benefits the internet offers for all our lives.”
David McNeill, Digital Director, Scottish Council for Voluntary Organisations
“The insights revealed by the report on the relationships between low levels of digital engagement, low levels of financial capability and other customer ‘vulnerabilities’ are critical. For individual consumers, challenges do not exist in isolation; one frequently leads to, or is exacerbated by, another. The more understanding we have of these relationships, the more chance we have of helping people to become more capable and confident in their financial lives, their digital lives and more widely. But we must never forget those consumers who, for whatever reason, rightly and understandably need face-to-face, human support.”
Jan Levy, Managing Director, Three Hands
"It’s clear we are an increasingly digital society and being connected is essential for people’s wellbeing and social mobility. Sadly, there still isn’t equal access to connectivity, digital skills or devices for everyone. Addressing the digital divide remains at the heart of our business and we are committed to helping 4 million people and businesses across the digital divide by the end of 2025. It needs us all – businesses, government, local authorities, and charities – to work collaboratively, take a long-term view and adapt our approach as the issue evolves to ensure everyone can benefit from the opportunities connectivity provides."
Nicki Lyons - Chief Corporate Affairs and Sustainability Officer Vodafone UK
Every data point is a person. The telephony surveys and stories shared, are important for contextualising the large dataset.
This short video brings to life the story of how the Lloyds Bank Academy have helped SmartLyte in their goal to support both customers and communities to develop their online skills.
Learn essential digital skills through a free 1-2-1 session with our Digital Helpline. Start your journey today and learn at a time that suits you.
Our digital skills training is designed to give you the confidence to manage your money online.
Explore more with the Lloyds Bank Academy free digital skills training.
Previous reports and resources
Links to key research reports and strategy papers regarding digital and financial capability.
Links to technical notes for our Essential Digital Skills reports.