About Us

Over the last six years, the Consumer Digital Index data and work with partners and charities, Lloyds Banking Group has been establishing an understanding of UK digital adoption. This has been not just to inform our own propositions, but also to use our scale for good and to help shape the digital landscape for UK plc.

In order to truly understand customer needs and attitudes, we strive to use data for good. In partnership with academics, large corporates, social enterprises, charities and government agencies, we work to understand the UK’s digital capabilities so that we can partner with organisations and implement initiatives that will make a real difference. Lloyds Banking Group are proud to be partners of the Department for Digital, Culture, Media and Sport’s Digital Skills Partnership.

As part of our Helping Britain Prosper plan, by the end of 2020, we will have trained a further 1.8 million individuals, small businesses and charities in digital skills.

Putting insight into action

The Consumer, Business and Charity Digital Index reports help to shape a user-centred approach to supporting individuals and organisations with their digital skills.

Our main way of providing digital skills support is through our Lloyds Bank Academy. Developed with charitable foundations, academia, industry and Government, the Academy provides learning and networking opportunities through interactive webinars, community organisation partnerships and online learning. It seeks to provide support anytime, anywhere in the way the learner needs it. We are proud that this service plays a role in the Department for Education Skills Toolkit and is used by Job Centre Plus, local authorities and charities to provide free support.

Our colleagues also play a vital role, volunteering in a number of Digital Champion initiatives to help friends, family and organisations to thrive online.

We are also a founding partner of FutureDotNow, aiming to work collaboratively with industry and policymakers to ensure we can use our collective scale and influence to help the UK’s most vulnerable to get online and to help the UK’s workforce to be equipped for the future.

Key facts about the index report:

  • Annual behavioural study of 1 million consumers.
  • We speak to 2,700 consumers directly on the phone and data-match their behaviours with their attitudes.
  • 4,000 UK consumers are interviewed face-to-face to understand the digital skills they use day to day.
  • In total we speak to almost 7,000 consumers face to face or on the phone to understand how they feel and what they think.

How is the Consumer Digital Index used?

  • Underpins the Lloyds Banking Group Helping Britain Prosper plan to support digital capability across the UK.
  • The insight informs financial wellbeing and digital skills programmes, including our Lloyds Bank Academy, helping small businesses, charities and our network of 20,000 Digital Champions to support their local communities.
  • Used by corporates and practitioners to inform training provision – the study has underpinned the Google Garage proposition and informed HMRC’s colleague digital skills training.
  • Provides the insight that underpins the UK Government’s Digital Skills Partnership initiative with cross-sector partners.
  • The Department for Education is using the Basic Digital Skills framework to underpin a new adult digital skills entitlement, formally recognising that digital skills are just as crucial as numeracy and literacy.

Thoughts from our partners this year

Future Now logo


“As Chair of FutureDotNow, I welcome the insights from the 2020 Lloyds Bank UK Consumer Digital Index and the role they play in helping guide us towards a more digital UK. At FutureDotNow, our aim is to help create a workforce that is fully able to benefit from our digital future. We are without a doubt in the midst of the Fourth Industrial Revolution, and as the current COVID-19 crisis is demonstrating, the insights in this Digital Index show how important it is to keep driving forward; with only 22% of the population having received digital skills training and only 10% of employees who have improved their skills, having been motivated to do so by their careers and workplaces. I urge organisations large and small to take action off the back of this year’s report and to join the coalition at FutureDotNow as we look to empower everyone to thrive in a digital UK.”

Sir Peter Estlin
Chair of FutureDotNow

Scope logo


“Disabled people face barriers at every stage in accessing technology. It might be the cost of the everyday devices and the expensive assistive technology someone might have to buy to use them. It could be the assumptions in society that people have the skills to navigate a complex online world. And with only 2% of the world’s most popular websites meeting the legal minimum requirements for accessibility, once you have purchased the equipment and acquired the skills, you may still be ‘designed out’ of using digital products and services. Disabled people mustn’t be forgotten when it comes to technology, more needs be done to create an inclusive digital world.”

Kristina Barrick
Head of Digital Influencing

Tech Talent Charter logo

Tech Talent Charter UK

“Events like Covid19 bring sharply into focus the fact that the digital skills gap impacts not just individuals themselves but our companies and our society as a whole.  These stats provide an invaluable “before Covid19” baseline that will have improved but which now  must be a launching point for new growth for the safety and benefit of all.  Digital skills are not just a “nice to have” but an essential to survive and thrive. Our “new normal” must include digital inclusion for all.”

Debbie Forster, MBE, CEO
Tech Talent Charter

With thanks to our partners

We would like to say thank you to all of our partners that we have worked with and that have contributed to this years Consumer Digital Index. We create the report with and for partners, and it wouldn’t be possible without them.

Address from Caroline Dinenage, Minister for Digital and Culture

Hear from Caroline Dinenage, Minister for Digital and Culture, Department for Digital, Culture, Media & Sport as she reflects on the importance of the Index over the years. Caroline reflects that now more than ever, the Covid-19 crisis has brought to life just how crucial digital skills are to stay connected, to participate in the workplace and society and manage our mental and physical well being.

We are always looking for partners who are passionate about the agenda and data-driven change, as we are. Please get in touch with the Insights, Policy & Partnerships team at: DigitalSkillsInclusion@lloydsbanking.com

Address from Caroline Dinenage, Minister for Digital and Culture

Tools and resources - what can you do to make a difference

Links to useful tools, reports and resources to help action key findings.

Regional findings and case studies

The Consumer Digital Index key findings are provided at a regional level, along with local case studies.

Download the report

Read the 2020 UK Consumer Digital Index report for full details.

Download report (PDF, 3.43MB)opens in a new tab.