Our Story

Over the last six years, the Lloyds Bank team have used a unique dataset, 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. Our previous insights have been read by over 40,000 people 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.

This report is designed for and with partners. We hope it will encourage readers to understand that as we digitise our societies and economies, it is crucial that no one is left behind. We must work together to create the structures, services and systems that can help their users thrive.

Thank you to everyone who has used this report to drive the necessary action to close the digital divide. If you have any questions, please don’t hesitate to reach out to us at digitalskillsinclusion@lloydsbanking.com.

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 – to date we have spoken to over 16,000 consumers.
  • For the Essential Digital Skills measure, 4,000 UK consumers are interviewed face-to-face to understand the digital skills they use day-to-day – to date we have interviewed 8,000 consumers.
  • To bring the data to life, we produce a number of case studies to ‘humanise’ the data and really understand the impact digital can have on every day life.

How is the data used to make a difference?

  • The report underpins the Lloyds Banking Group Helping Britain Recover plan; the insights provide guidance on how we can be the best bank for customers and build an inclusive society and organisation.
  • It has, and continues to shape our own work:
  • In 2018 the Lloyds Bank Academy programme was launched as a pilot in Manchester with Greater Manchester Combined Authority, libraries and charities as key partners. Since then, we have expanded to Bristol, London, Leeds, the North East, Yorkshire and the South West.  
  • As a response to lockdown, we partnered with We Are Digital to launch a brand-new free helpline to support people with over-the-phone expert training, devices and data. We have supported around 15,000 people; the majority had not been online before.
  • Our Digital Champion network is also active, with almost 20,000 colleagues donating their time and skills to support people, charities and businesses.  
  • National, local and UK Government organisations such as Connecting Scotland, Department for Work and Pensions, Department for Digital, Culture, Media and Sport, Department for Education and Welsh Government , have all used the data to underpin policy and regional delivery.
  • UK Finance and Money and Pensions Service have also used the Consumer Digital Index to inform action on the digital inclusion aspects of financial wellbeing.
  • FutureDotNow was set up in 2019 with the aim of convening industry to close the digital skills divide in the UK workforce. Lloyds Banking Group, BT, Accenture, City of London, Nominet and Good Things Foundation were the founding partners.  

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

Mental Health UK logo

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

Essential Digital Skills data tables

To access more in depth information on the 2020 EDS data, please refer to the interactive tables.

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

For previous reports, helpful tools and resources, please refer to our library of links.

Download the report

Read the 2021 UK Consumer Digital Index report for full details.

Download report (PDF, 3.5MB)opens in a new tab.