Business Debtline
Performance EvaluationAugust 2008
Prepared for:
Business Debtline
Prepared in compliance with the International quality standard covering market research,ISO 20252 by Illuminas, Lion House, 141-145 Curtain Road, London, EC2A 3AR, UK
T +44 (0)20 7909 0929 F +44 (0)20 7909 0921 E [email protected]
www.illuminas-global.com
2
Business Objectives To ensure the service is meeting callers’ needs To illustrate and demonstrate efficacy of service to key
stakeholders and funders, in terms of immediate and longer term impact
To inform decisions on future development of the service
Research Objectives: To measure and evaluate Business Debtline’s
performance in terms of: Caller satisfaction with the service as a whole Impact of contact on caller behaviour with regard to
money and debt management (immediate and ongoing) Efficacy of website and literature in addressing caller
needs
The need for performance evaluation
3
A quantitative approach to measure performance
Performance evaluation 15-minute telephone interviews with individuals who had contacted Business Debtline
between September 2007 and February 2008 Limited sample availableExtended period back to March 2007 Total 136
interviews
Longitudinal impact evaluation 15-minute telephone interviews with individuals who had contacted Business Debtline 2
years ago 2 years on callers: Participated in performance evaluation survey ‘06
Total 15 interviews*1
Website pop-up surveyTotal 25
responded*1Pop up survey on BDL website
*1 Due to limited sample availability, the base size only allows analysis at an overall level i.e. the opportunity to scrutinise sub-groups is limited
4
Overview of Performance Evaluation
Executive summary Part I: Performance evaluation
Performance evaluation: key measures Making the first call: awareness and experience Delivering advice: literature and website
Part II: Website evaluation Part III: Longitudinal impact evaluation
Longitudinal impact evaluation: key measures Practical long-term benefits Literature
Summary and conclusions
Appendix Performance evaluation Website evaluation Longitudinal evaluation
Executive Summary
6
BDL service is highly praised and is having a positive effect on clients’ ability to manage their debts
Overall, Business Debtline has evoked high levels of satisfaction
93% either ‘satisfied’ or ‘very satisfied with service received from Business Debtline (69% ‘very satisfied’)
96% would ‘recommend’ Business Debtline (86% ‘definitely recommend’) 88% considered advice ‘helpful in dealing with business debt problems’
Most importantly, Business Debtline is helping callers to get a better grip on managing their finances
74% were of the opinion that they are less likely to find themselves in a similar situation again
88% who had contacted creditors and come to an arrangement said that they had kept to this arrangement
The service appears to give callers the confidence and knowledge to take ownership of their debt issues, and to seek a practical resolution
74% stated were more knowledgeable in managing business finances 67% felt more confident about managing their business finances
Expectations of the type of help Business Debtline offers was higher
Callers more knowledgeable about the kind of advice they can expect to receive
7
The BDL advisers were strongly praised
An Increase in the proportion of callers that were able to reach an adviser at the first attempt – 74% this time (up from 61% in 2006)
High levels of praise for BDL advisers 77% strongly agreed that the adviser was easy to talk to 76% strongly agreed that the adviser dealt with their situation
professionally 53% strongly agreed they had a better understanding of managing
their debt
Vast majority (90%) recall receiving literature and it was well received: comprehensive, clear, easy to understand, relevant and useful
Growth in callers visiting the Business Debtline website – 43% this time (up from 33% in 2006)
And website again rated highly: comprehensive, clear and useful
Website offer being widely utilised (by those who visited). But not as high an approval rating than as for the NDL website
Those who took part two years ago remain strong advocates of the Business Debtline service. 9 of the 15 no longer have any outstanding debt
Part I:Performance Evaluation
Performance Evaluation:Key Measures
10
Overall, how satisfied with service you received from Business Debtline?
The service continues to generate high levels of satisfaction and recommendation amongst callers
High levels of satisfaction and recommendation continue Overall satisfaction remains at a similar level as 2006 (93% satisfied this time
versus 91% last time) Virtually all say would be likely to recommend the service (96% versus 98% last
time)
24 3 3 169
Very satisfied Fairly satisfied Neither/ nor Fairly dissatisfied Very dissatisfied
Base: all (136)
%
If someone you knew found their business in difficulty with debt, how likely would you be to recommend Business Debtline as a source of advice?
86 10 21
Definitely recommend Probably Probably not Definitely not recommend
%
Base: all: 136
Base: all: 136
11
Reasons for satisfaction with BDL
Everything I needed was available; every question I needed to know was answered and the factsheets
were very informative
Whoever I spoke to on the phone was very patient, very efficient and explained everything to
me; when I didn't understand anything he went over it again
Each time I was put through to a very professional person
who understood exactly what I was saying and gave
us very sound advice
They were very patient
They are open, friendly, non-
judgmental and provided a
financial budget plan which really
helped
A human being talked to me and they listened. They
understood what the problem was and gave me the right advice. They also promised to send me stuff and it arrived the next day
All the conversations
were kept clear and precise
They responded to my questions and sent loads of stuff and documents to
read which I’ve been able to use since
They were very thorough, they went
through each issue and explained things point-
by-point
12
Reasons why/ why would not recommend BDL
The guy I spoke to originally was very understanding, sympathetic, not patronising and was very clear to
understand. He did exactly what he promised
As soon as you make the first phone call, the weight of the debt begins to get lighter
The advice received was thorough and very simple. I liked the way that people dealt with the situation; they made you
feel that you were not on your own
The speed of the service; the
delivery of the information was
very efficient
Although they hadn't come
across my kind of problem, they were willing to look into it and
find a solution for me
I was desperate for help and didn't get it as I got a different person the second time
I phoned
Or why they wouldn’t recommend BDL…?
I was not a rushed when I phoned and they give you as much help as you need.
They definitely make sure you're ok when you put the phone down, they want
to know you're a hundred percent happy…they are understanding and don't
talk in real hard technical terms but normal language
I think the impartiality is crucial
They were able to answer some straightforward black and white questions which would otherwise
have cost money to obtain answers to
13
Thinking about all the information and advice you received specifically from Business Debtline, how helpful was it to you in dealing with your debt problem at the time?
BDL is of significant practical help in managing debt
59 29 8 4
Extremely helpful Fairly helpful Not very helpful Not at all helpful
Base: all: 136
%
Most rate BDL advice as extremely helpful in dealing with the debt at the time
We would have lost our home and had to declare ourselves bankrupt but
they gave us an alternative route to take
I think it has helped me to recognise pitfalls that I didn't know were there at the time; I
wouldn't make the same mistakes again
14
54 45
Yes No
Base: 136
Did you contact any of the companies you owed money to after contacting BDL?
66 34
Yes NoBase: 74 (all who contacted creditors after calling BDL)
And as a result of this did you come to any agreement or make any new arrangements with the companies you owed money to using the advice provided by BDL?
88 2 6 4
Yes No No but trying Too early to sayBase: 49 (all who came to an arrangement with their creditors)
And have you managed to keep to the arrangement which you agreed to?
74 out of 136 clients contacted creditors. Of those 74, 49 came to an arrangement, and of those 49, 43 had maintained the arrangement
At the time received advice from BDL, any of the following apply…
%
On DMP 3Already declared bankrupt 3Had IVA with companies owed money to
8
Had contacted companies owed money to
18
I was owed money 11None 52
Did you attempt to make any new arrangement with companies owed money using the advice provided by BDL:
Yes - attempted
36%
No64%
BDL advice helps in instigation of creditor arrangements
%
%
%
15
-4
-6
-5
-7
-4
-3
-4
-6
14
28
24
27
60
46
43
38
-20 0 20 40 60 80
Strongly agree
AgreeDisagree
Strongly disagree
I am more knowledgeable about managing business finance overall
I feel less likely to find myself in a similar situation again
I feel more confident about managing my business finances in general
I feel more in control of my business as a result
BDL advice felt to improve future financial management
Q. Whether/ how contacting BDL changed way manage finances of business?
Base: all (136)%Note: ‘Neither agree nor disagree’ not shown
16
The practical application of advice – in the callers’ words
• How has Business Debtline helped you in terms of managing your debt?
I suppose it has made me more aware and conscious of making sure everything is
straight with suppliers; it has made me contact them on a more regular
basisWe just realised that we have to be a lot stricter
and take more care I now look before I
spend and think ‘Do I really need this?' Part of
my debt problem was me helping other
people so it's about learning to say no as
well
I didn't feel so guilty about
any outstanding
debt
They helped me to work out a budget…
having a budget makes you feel more responsible for your
money
They made me aware of how a situation
can escalate without you even knowing it They showed me where
to go: how to access the legal system and
how to deal with banks. They gave me more
confidence to go after money that was owed
Making the first call:Awareness and experience
18
Caller expectations of the service more shaped this time
55
8
3
6
39
0 20 40 60
Nothing
Other
Independent/impartial
Free/ charity
Offer advice onhandling debts
Offer referrals to debt advisersPay off my debtsWebsite
The majority still did not know what the service offered (unprompted)
But more proffered “advice on handling debts” (39% this time versus 7% in 2006) 55% stated “nothing” this time (compared to 80% in 2006)
Base: all (136)Multiple response
allowed
%
19
Citizens Advice and internet search the most prominent sources of awareness of the service
Response is consistent with 2006 – internet search apart; almost twice as many cited this as the initial source of awareness this time (28% cited internet search in 2008 versus 16% in 2006)
31
28
13
65
3 3 2 2
CAB/ otherfree agency
Internetsearch
NationalDebtline
Friend/colleague/
relative
Yellow pages Bank/BuidingSociety
TV Court Article inpaper/
magazine
How did you first hear about Business Debtline?
%
Base: all: 136
Other sources include: • Creditors • Industry/ trade association• Business Link• Radio
2006 = 16%
20
Thinking about when you first rang Business Debtline, how many times did you have to ring before you got through to an adviser?
First call accessibility has improved and the advice given was addressing most callers’ needs
An increase in ability of callers to reach an adviser first time – 74% up from 61%
Once had spoken to an adviser, majority of callers happy with service they received 36% given all the advice they needed, with a further 46% most of the advice they
required
74 1212 911
Once Twice Three times Four times Five times More than five times Don’t know
How many times have you spoken to Business Debtline?
%
%
Base: all (136)
Base: all (136)
%
12% in 2006
42 16 8 826
Once Twice Three times Four times More than four times
36 13 446
All advice needed Most Some Very little of advice needed
During first call, given…
Base: all (136)
21
BDL is often the first source of debt advice
Had you contacted anyone else for debt advice before you spoke to Business Debtline ?
Who else have you contacted? 51
29
8
3
3
3
16
Citizens Advice Bureau
National Debtline
Solicitor/ Lawyer
Debt consultancy service
CCCS
County Court
Other
%
%
Base: all (136)
Base: all who had contacted someone else prior: 65
Business Debtline is the first port of call for debt advice amongst half of callers
As in 2006, CAB is dominant alternative source of debt advice
Other includes: Other debt advice service (fee/ free), accountants, banks, friends/ family, leaflet
Using a fee-charging debt consultancy service, before spoke to BDL?
5
95
0
10
20
30
40
50
60
70
80
90
100
Yes, using No
%
22
Broad and strong appraisal of first call BDL experience
-4
-3
-1
20
26
17
59
64
770
-3
-5
-20 0 20 40 60 80 100
Respondents asked to think back to how they felt after their first call with Business Debtline and to rate them according to a number of criteria:
High levels of praise ascribed to initial contact with Business Debtline
Base: all (136)
You had a sense of confidence in the service
The adviser was easy to talk to
You felt you had made a positive step towards managing your business debt
Strongly agree
Agree
%
Disagree
Strongly disagree
76%
2006
57%
54%
Note: ‘Neither agree nor disagree’ not shown
23
-1
-1
-1
-1
-2
-2
-1
-1
-1
-1
-1
-3
21
26
25
24
23
29
76
68
68
68
66
53
-20 0 20 40 60 80 100
The adviser dealt with your problem in a sensitive way
You had a better understanding of how to manage your business as a result of contacting BDL
The adviser dealt with your situation in a professional way
The adviser was knowledgeable
The advice provided was clear and easy to understandYou felt the adviser understood your situation
Strongly agree
AgreeDisagree
Strongly disagree
Rating of BDL advice in terms of…
Advice received high ratings in terms of the technical knowledge and interpersonal skills of advisers
Vast majority felt advisers were skilled and advice was specific to their circumstances
Base: all (136)Note: ‘Neither agree nor disagree’ not shown
24
Generally, service praised but some suggested improvements were proposed
• What could Business Debtline do to improve the service they offer?
It would be better for them if they were easier to find; higher up the list on the search engineI think they need to
advertise more; I don't think they push it
enough. There are too many companies out
there and everyone else is advertising on
television
It may be worthwhile having a follow-up callThey should have more
people on the phones so you don't have such
hassle getting through
Be out in the world for people who don't use
the internetLonger opening hours
A drop in centre as face to face contact is much more personable
Maybe they could offer some training in how to avoid debt
and how to see the signs before the situation badly
escalates
25
Which organisation suggested or recommended a Debt Management Programme to you?
Which agency conducted initial interview – looked at individual debts/ assessed affordability
Only a small proportion currently on DMP – amongst these, BDL/ NDL most likely to have recommended this course of action to them
16% on a debt management programme at the time of responding to the survey
27
14
14
5
41
BusinessDebtline
NationalDebtline
CCCS
Payplan
Other
%
Base: all currently on debt management programme (22)
Fee- charging?
Total
Base: another
7
Yes, fee 4No 3
32
23
9
23
14
Another debtmanagement
company
BusinessDebtline
CCCS
Payplan
Not sure
%
26
No 74%
BDL callers typically have a wide range of debts
Three quarters of callers experiencing difficulties with customers not paying for their services, found advice provided by BDL helped them to take control of this
situation
Debts spread across numerous categories, with business loan
repayments and credit cards topping the scale. Top cited debts…
53 28 8 11
Extremely helpful Fairly helpful Not very helpful Not at all helpful
Base: 136 (all respondents) Base: 36 (all had difficulty with people not paying for services)
26% of callers were experiencing
difficulties with people not paying for services they
delivered
Yes 26%
10
10
18
20
26
Overdraft
Businesssuppliers
Tax/rates
Creditcards
Businessloan
%
%
27
Delivering advice: Literature and Website
28
Thinking about the information which was sent to you, how would you rate it in terms of…?
The quality of BDL literature is rated highly Vast majority (90%) recall receiving literature, after having spoken to BDL And literature was widely viewed as comprehensive, clear and addressing needs
-2
-2
-4
-2
-1
-1
-2
30
39
40
27
32
59
50
44
51
44
Base: all who recall literature sent:122
The amount of information provided
How clearly presented the information was
How easy it was to understand
How useful the information or advice given was in helping you to manage debtHow relevant the information provided was to your situation
Very goodGoodPoor
Very poor
%
Note: ‘Neither good nor poor’ not shown
29
Just under half of BDL callers visited the website before making their first call to the BDL helpline
Growth in callers visiting Business Debtline website43% of callers now, compared to 33% in 2006
Did you visit the website…Before calling BDL: 69%After calling BDL: 20%Before and after: 10%
31
22
12
10
32
Searching for information and adviceabout debt
Finding out more about the serviceBusiness Debtline offers
Downloading budget sheet
Looking for Business Debtline number
Something else
%
Base: all who have visited BDL website: 52 (unprompted)Multiple response allowed
Main reason for visiting website…
30
The website was rated highly: comprehensive, clear, easy to understand, and useful in helping to manage debt
Overall, how would you rate the website in terms of…?
-2
-2
-3
41
42
37
27
44
42
46
49
The amount of information provided
How clearly the information was presented
How easy was the information was to understandHow useful the information or advice given was in helping you to manage debt
Very goodGoodPoor
Very poor
Base: all who have visited BDL website: 52
%
Note: ‘Neither good nor poor’ not shown
31
Suggested improvements to the BDL website
They need to be at the top of the list when you
search on Google
I had problems printing some of the information, I could only print what was on the screen and not the whole page
Split the website so that people who are owed money are sent to a
different part of the site to those who owe money
A question on the website that allows you to see how
bad your debts are then provides options that can
then be taken forward
More information on the intricacies of commercial law and the complexities of the law
Part II:Website Evaluation
Key Measures
33
Citizens Advice was the most prominent means by which the BDL website address was obtained
32%
24%
16%
8%
4% 4%
12%
CitizensAdvice
Internetsearchengine
Anotherwebsite
Yellow pages Othertelephonedirectory
People I owemoney to
Other
How did you find the Business Debtline website address?
Base: all (25)
One third find the Business Debtline website through the Citizens Advice Bureau; other main ways include via internet search engine or links from other websites
Q. Some stated had problems finding official Business Debtline website and tried other websites with similar names or website addresses first, did you experience this problem?
Base: All respondents who found the website via Internet search engine (5)
Yes 2No 3
34
Website visits are mostly for financial and debt advice
52%
8%
8%
8%
1%
24%
Financial/ debtproblems
Research/ information
To help a friend/ familymember/ client
For a budget plan/sheet
Info about CCJs
Other
Base: all (25) (Unprompted response)
Money troubles, I’m a small business owner
My partner’s business is in dire straits. Need
expert advice
To complete a combined budget
sheet on the advice of National Debtline
Can you explain why you are visiting the website today?
35
One quarter had previously visited the BDL website. One third had spoken to a BDL adviser (and a further quarter intend to)
36%24%
24%
76%
40%
No
Intend to
Yes
Have you visited the Business Debtline website before?
Have you spoken to Business Debtline
advisers by phone? Base: all (25)
36
CAB most frequently cited other source of advice used
Who else have you contacted ?
48% 52%
Yes NoHave you contacted anyone else for advice on managing money and debt?
Base: all who have contacted anyone else for advice (12)
Base: all (25)
Citizens Advice Bureau 8National Debtline 3Other free debt advice service 3Debt consultancy service 2Accountant 2Bank 2CCCS 2Payplan 2Friends/ family 1Solicitor 1Lawyer 1
Organisation Number of respondents
37
The website is being used for a broad range of purposes
48%
48%
48%
40%
44%
28%
28%
16%
24%
36%
36%
28%
32%
24%
36%
28%
36%
20%
Have used Intend to use
Searching for information and advice about debt
Finding out more about the service Business Debtline offers
Viewing/ downloading sample letters
Accessing the factsheets
Downloading self help information pack
Using the personal budget sheet
Finding the telephone number for Business Debtline
Requesting documents to be posted to you
Emailing Business Debtline for advice
Base: all (25)
64% 36%
Yes NoDid you find what you were looking for?
Note: ‘Neither’ not shown
Which of the following have you used, or do you intend to use the website for?
38
Most rate the BDL website as okay to good (not as strong an endorsement as that ascribed to the NDL website)
-16% -16% -16% -16%-8%
-24%-12%
-4% -4% -4% -8%
-8%
-4%
-8%
28% 32% 36% 32%40%
28%36%
40% 36% 24% 32%
36%
36%
36%
12% 12%20% 12%
8%
8%
8%
ExcellentGoodOKVery poorPoor
Easy to understand information
Amount of informatio
n
General
content
Presentation of
information
How do you rate the website in terms of:
Base: all (25)
Ease of use
Ease of finding
information
Design
ExcellentGoodOKPoorVery poor
39
36%
32% 32% 32%
16%
8%
4%
8%
Contact yourcreditors
Complete abudget form
TelephoneBusiness debtline
Consult bank/lawyer/ otherprofessional
service
Visit anothermoney and debtadvice website
Email Businessdebtline
Telephoneanother moneyand debt advice
service
Something else
What is the next step you are going to take in terms of managing your money and debt?
Many callers plan to contact creditors, complete a budget form, phone BDL, consult other professionals
Base: all (25)
Part III:Longitudinal Impact
Evaluation Key Measures
41
Impact of BDL service is strong and abiding
Positive impact of contact with Business Debtline has lasting effect; it does not appear to have weakened since first call two years ago
9 of the 15 rated advice first received as extremely helpful in dealing with their debt at that time
And virtually all would still recommend Business Debtline to someone they knew in difficulty with debt
14 of the 15 stated ‘definitely recommend’
And satisfaction levels regarding all elements of the service remains high
12 of the 15 who first contacted 2 years back stated that they were very satisfied with the service received from BDL
Base: all (15) Total (no.)
Extremely helpful 9Fairly helpful 5Not very helpful 1Not at all helpful -
Base: all (15) Total (no.)
Very satisfied 12Fairly satisfied 2Neither/ nor -Fairly dissatisfied 1Very dissatisfied -
Base: all (15) Total (no.)
Definitely recommend 14Probably recommend 1Probably not recommend
-
Definitely not recommend
-
42
Everything they sent: packages, leaflets and
books were very straightforward.
Business Debtline know what to do and
are excellentThe advice was relaxed and friendly
They were really helpful, everything was done step by step and not in a complicated way
Typical comments
43
9 of the 15 no longer have any outstanding business debt
Previous callers appear to be successfully reducing debts over time – most no longer have any debt
Of the 6 with outstanding business debt, the range was between £2,800 and £20,000 (mean: £11,450)
This outstanding debt relates to other businesses, tax, overdrafts, and business loans
This debt is the same original debt for 4 of the 6 with outstanding business debt; the other 2 are dealing with entirely new debt
44
After initial contact with BDL, most agree – and then maintain - arrangements with creditors
Came to an agreement/ made new arrangement using BDL
advice? 8 of 12 did
4 didn’t
Kept to the agreed arrangement?
1 completed payments 7 of 8 have
Contacted companies to whom money was owed?
12 of 15 had1 hadn’t
2 did not need to
How long have you had this arrangement?
Less than 1 year: 2Between 1 year and 2 years:
1Longer than 2 years: 1
Unsure: 3
Attempt to make any new
arrangements using BDL advice?
2 did2 didn’tBase: all not come to
arrangement (4)
At time of contacting BDL…?
1 was on DMP1 had IVA1 had already contacted companies
Difficulties with people not paying for services you delivered? 6 of 15 had
9 hadn’t
How useful was BDL advice? Extremely helpful: 4Not very helpful: 2
Base: all keeping to an agreed
arrangement (7)
Base: All (15) Base: all having difficulties with people not paying (6)
Base: All (15)
Base: all who did not contact creditors (3)
Base: all who did contact
creditors (12)
Base: all who came to an
arrangement (8)
45
BDL advice was extremely helpful to most callers in helping them tackle their problems and continue to manage them on an ongoing basis - and had a positive effect on their life
1 2 3 4 5 6 7 8 9 10
- 1 2 - 2 3 3 4 - -
Score Number of respondents
No impact whatsoever
Fundamentally changed life
Mean Score = 6
How has Business Debtline affected you in the widest sense?
Base: All
How helpful has the information and advice from Business Debtline been in helping you deal with money and debt problems on an ONGOING basis?
Base: all (15) Total (no.)
Extremely helpful 10Fairly helpful 3Not very helpful 2Not at all helpful -
Practical long-term benefits
47
BDL contact is valuable in helping manage debt – and remains valuable over time
12 of 15 respondents agree that they now have a better understanding of how to manage their debt as a result of contacting Business Debtline
1 2 3 4 5
1 1 1 6 6
Score Number of
respondents
Strongly disagree
Strongly agree
1 2 3 4 5
- - 2 3 10
Score
Strongly disagree
Strongly agree
Number of respondents
Base: All (15)
13 of 15 took the view that contacting Business Debtline was a positive step towards managing their business debt (none felt a negative step)
Base: All (15)
48
Most stated they were more in control of their business finances today than when they first contacted BDL
Two thirds feel more in control of their finances, one third feel about the same; no-one feels they would end up in a similar situation againAll who stated they were now more in control reported that this has had a positive effect on their general well being
Thinking about how you feel now, compared to how you felt when you first contacted Business Debtline, how do you feel? Base: All (15)
More in control of business finances than before
10
About the same 5Less in control of business finances than before
-
Effect on general physical wellbeing?
6 said that it has had a very positive effect4 said that it has had a marginal positive effectNone said that it had not had a positive effectBase: All who feel more in control
49
Similarly, contact with BDL often instils confidence about future financial and business matters
Score Number of respondents:
Strongly disagree
Strongly agree
I feel more confident about my business finances in general
I am more knowledgeable about managing business finance overall
1 2 3 4 5 Don’t know
- - - 4 11 -
- - 2 2 10 1
- - 1 3 8 3
- - 1 5 7 2I feel more in control of my business as a result
Having more control over my finances has made me feel like a new person
Base: All who now feel more in control of business finances than before (10)
Base: All (15)
- 1 1 2 6
I feel less likely to find myself in a similar situation again
50
BDL advice has a positive impact on mental and emotional well-being in particularAdvice not only helped many of the respondents get through their financial difficulties, it in turn helped their overall levels of health and for many also had a positive effect on their work and family situation
Mental or emotional state (E.g level of anxiety)
13 2 -
Personal confidence 11 4 -Overall wellbeing 11 4 -Physical health 10 5 -Work and employment 8 7 -Family relationships 7 8 -
No differenc
eWhat impact did the advice have on your:
The advice did not result in any negative impacts
Base: All (15)
3 had visited their doctor due to stress caused by being in debt 2 took time off work as a consequence of the stress/ illness caused by being in debt
51
Although respondents confidence has increased, most would not be entirely confident about handling a similar debt situation without adviceRespondents’ confidence in dealing with debt has largely increased although the majority would not consider themselves to be “very confident” if they found themselves in a similar situation again
Q. Imagine you had similar debt problems to those you first contacted Business Debtline about. How confident would you feel in handling this situation on your own, without any advice or support from an agency like Business Debtline?:Base: All
Score Number of
respondents
Very unconfident
Very confident
1 2 3 4 Don’t know
1 2 7 4 1
Amongst the 8 respondents whose business is no longer currently trading, 3 would feel more confident about trading again as a result of the advice received from Business Debtline
Literature
53
The literature is recalled, read and kept
Most respondents recall receiving literature after having contacted Business Debtline, and most respondents had read this literature and also kept it for future reference. Of those who had kept the literature, most had referred to it on future occasions, demonstrating the value of written materials over time.
What did with literature?11 of 13 read and kept for future
reference1 did not read but kept for future
reference1 read and then threw it away
None throw it away without reading it
Looked at the literature since storing it?
7 of 12 have5 haven’t
Received literature?13 of 15 had
2 hadn’t
Only 1 respondent had looked at the website and none had gone on to contact Business Debtline via email since their last phone call
54
Summary and Conclusions
55
BDL service is highly praised and is having a positive effect on clients’ ability to manage their debts
High levels of satisfaction continue, over the longer and more immediate term 69% ‘very satisfied’ with overall service in 2008 86% of 2008 callers ‘would definitely recommend’ service
Respondents report feeling empowered to deal with financial matters following contact with BDL
74% of opinion less likely to find themselves in a similar situation again 74% stated more knowledgeable about managing business finances 67% felt more confident about managing their business finances
Major positive shifts include: Growth in callers visiting the BDL website, and it being used for a wider range of purposes Improved ability to reach an adviser first time Callers more knowledgeable about the kind of service/ advice BDL delivers
Areas for consideration BDL website not rated as highly as the NDL website amongst both the caller and visitor survey
Performance Evaluation:
Appendix Information
57
Of those respondents that contacted other sources of advice (less than a third), they were most likely to have consulted a debt consultancy service
Had you spoken to anyone else for advice on managing money or debt since your calls to Business Debtline?
Who else have you contacted? 24
14
14
12
12
7
5
5
5
5
2
12
Debt consultancy service
Accountant
Payplan
Citizens Advice Bureau
National Debtline
Solicitor
CCCS
Insolvency helpline
Family/ Friends
Other free debt advice service
County court
Other
%
%
Base: all (136)
Base: all respondents who had contacted someone else: 42
Only a minority sought additional advice since called Business Debtline Of those who did, Citizens Advice was again the most likely alternative
58
Amount of debt: average £41,362
4
13
7
26
16 16
7
11
Under £1,000 £1,000-£4,999
£5,000-£9,999
£10,000-£24,999
£25,000-£49,999
£50,000-£99,999
£100,000+ Not say
What was approximately the total amount of debt you held at the point when you contacted Business Debtline?
%
Mean debt*Total £41,362On DMP £43,500Not on DMP £40,948
* Ex undisclosed/ unsure
Base: 136 (all respondents)
59
BDL clients surveyed have a wide range of debts although credit card, business loan and tax debts feature most prominently
26
20
18
10 10 10
65
Business loan Credit cards Tax/ rates Business suppliers Rent Overdraft Unsecured credit Utility bills
Which types of debt did you have when you first contacted Business Debtline?
Base: all (136). Multiple response allowed
%
Other (less than 5%):
Hire PurchaseProfessional fees
MortgagePersonal debtPersonal loan
CreditorsSuppliers
78% of callers’ businesses were still trading when they first contacted BDL 65% still trading when took part in the survey
60
14
4 4
7
12
8
43
6
13
<£9,499 £9,500-£11,449
£11,500-£13,449
£13,500-£17,499
£17,500-£24,999
£25,000-£29,999
£30,000-£34,999
£35,000-£39,999
£40,000-£49,999
>£50,000
Base: all (136)
Mean income*Total £28,003
Nb 25% did not disclose income (not shown)
Gross household income: average was £28,003
* Ex undisclosed/ unsure
%
61
21 20 19 5 10 16 9
One Two Three Four Five Six - Ten Ten plus
30 13 56
Most businesses were sole traders, and companies with fewer than 3 employees
%
Sole Trader
Number of employees
Limited Company
Partnership
Base: 58 (partnerships and limited companies)
Company type
Base: 76 (all respondents)
%
62
Demographics
0 14 32 38 12 3
18-24 25-34 35-44 45-54 55-64 65-74
49 51
Male Female
%
Base: 136 (all respondents)
Caller age
Gender
%
63
Family status
71 11 15
Married/ cohabiting Divorced/ separated Single
48 14 25 10 3
None One Two Three More than three
%
Home dwelling dependents
Marital status
Base: 136 (all respondents)
(Refused not shown)
%
64
Ethnic origin
88 3 52
White (British, Irish or other)Mixed (e.g. White and Black Caribbean or Asian)Asian or Asian BritishBlack or Black British
%
Base: 136 (all respondents) (Refused not shown)
Website Evaluation:Appendix Information
66
Source of awareness of Business Debtline: Citizens Advice most frequently cited source of awareness
16%
36%
24%
4% 4% 4% 4%
8%
Internet search Citizens Advice Another website Friend/ relative Yellow pages People I owemoney to
Leaflet Other
How did you first hear about Business Debtline?
Base: all (25)
67
Most respondents would recommend Business Debtline website if a friend was experiencing business debt problems
68%
8%
24%
YesNoDon't know
Would you recommend the Business Debtline website as a source of information to a friend if they were experiencing problems with business debt?
Base: all (25)
68
Demographics – website survey
16% 36% 28% 12% 4%4%
18-24 25-34 35-44 45-54 55-64 65-74
Age
Gender
Base: All (25)
32%68%
Male Female
Base: all (25)
8% 4%80%
White (British, Irish or other) Asian or Asian British Black or Black British
Base: all (25)
Ethnicity
(Refused not shown)
69
Demographics – website survey
52% 28% 12%
Married/ cohabiting Single Divorced/ separated
4%4% 8% 68% 12%
Working full time Working part time Retired Self-employed Other
Employment status
Marital status
(Refused not shown)
(Refused not shown)
Longitudinal Evaluation:
Appendix Information
71
Only a small pocket had encountered further difficulties with managing money and debt
What actions have you taken as a result of the advice provided by Business Debtline?
Total (no.)
Base: all (multiple response allowed) 15Contact creditors 3Declared myself bankrupt 2Reduced/ consolidated debt 2Draw up budget 1Call Business Debtline 1Consult CAB 1Took out an IVA 1Spoke to someone else (unspecified) 2Nothing/ can’t remember 4
Since their last call to Business Debtline, only 2 out of the 15 respondents have encountered any further difficulties with managing
money and debtOnly 1 respondent spoken to anyone else about managing their money or debt: Citizens Advice Bureau
72
Most claim unlikely to face similar debt problem again
Imagine you had a similar debt problem to the one you originally contacted Business Debtline about. What specific steps would you take to help yourself out of the situation?
Total (no.)Base: all (multiple response allowed) 15
Call Business Debtline 4Contact creditors 2Visit Business Debtline website 1Speak to/ consult Accountant 1Debt management plan 1Got financial situation under control/ would not get into that situation again
7
73
Other information in terms of their debt situation
Debt Management Programme 2 of the 15 respondents were currently on a Debt
Management Programme For one respondent, this was set up by a debt management
company. For the other, they were unsure.
Last time contacted Business Debtline 10 of 15 respondents had not contacted Business Debtline
for more than 12 months. 3 had contacted within the last 12 months.
Trading status 10 of 15 were still trading when they first contacted
Business Debtline. 5 were not 7 of 15 respondent businesses were currently still trading,
versus 8 where their business was no longer trading
74
DemographicsType of businessBase: All (15) Total
(no.)Limited company 8Sole Trader 7
Base: Ltd companies (8)
Total (no.)
1 – 5 56 – 10 210+ 1
Number of staff
Base: All (15) Total (no.)
18 – 24 -25 – 34 135 – 44 445 – 54 655 – 64 365+ 1
Age
Base: All (15) Total (no.)Married/ cohabiting 11Divorced/ separated 3Widowed -Single 1
Marital status
Base: All (15) Total (no.)
None 7One 2Two 4Three or more 2
Base: All (15) Total (no.)
£11,500 - £13,499 1£17,500 - £24,999 1£30,000 - £34,999 1£40,000+ 6Do not wish to disclose
6
Number of dependent childrenTotal household income (gross)
