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Business Debtline

Business Debtline. Performance Evaluation. August 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

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Business Debtline

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  1. Business Debtline Performance Evaluation August 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 info@illuminas-global.com www.illuminas-global.com

  2. The need for performance evaluation 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

  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 available Extended 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 survey Total 25 responded*1 Pop 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

  5. 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

  8. Part I:Performance Evaluation

  9. Performance Evaluation:Key Measures

  10. 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) • Overall, how satisfied with service you received from Business Debtline? % 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? Base: all (136) % Base: all: 136

  11. Reasons for satisfaction with BDL 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 Everything I needed was available; every question I needed to know was answered and the factsheets were very informative 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 All the conversations were kept clear and precise 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 They were very thorough, they went through each issue and explained things point-by-point They responded to my questions and sent loads of stuff and documents to read which I’ve been able to use since

  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 Although they hadn't come across my kind of problem, they were willing to look into it and find a solution for me The speed of the service; the delivery of the information was very efficient 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 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 Or why they wouldn’t recommend BDL…? They were able to answer some straightforward black and white questions which would otherwise have cost money to obtain answers to I was desperate for help and didn't get it as I got a different person the second time I phoned

  13. BDL is of significant practical help in managing debt • Most rate BDL advice as extremely helpful in dealing with the debt at the time • 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? % Base: all: 136 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. BDL advice helps in instigation of creditor arrangements 74 out of 136 clients contacted creditors. Of those 74, 49 came to an arrangement, and of those 49, 43 had maintained the arrangement Did you contact any of the companies you owed money to after contacting BDL? % Base: 136 Base: 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? % Base: 49 (all who came to an arrangement with their creditors) And have you managed to keep to the arrangement which you agreed to? %

  15. BDL advice felt to improve future financial management Q. Whether/ how contacting BDL changed way manage finances of business? Disagree Strongly agree Agree Strongly disagree I feel less likely to find myself in a similar situation again I am more knowledgeable about managing business finance overall I feel more confident about managing my business finances in general I feel more in control of my business as a result Note: ‘Neither agree nor disagree’ not shown % Base: all (136)

  16. The practical application of advice – in the callers’ words • How has Business Debtline helped you in terms of managing your debt? They helped me to work out a budget…having a budget makes you feel more responsible for your money I didn't feel so guilty about any outstanding 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 basis We just realised that we have to be a lot stricter and take more care They made me aware of how a situation can escalate without you even knowing it 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 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

  17. Making the first call:Awareness and experience

  18. Caller expectations of the service more shaped this time • 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) % Offer referrals to debt advisers Pay off my debts Website 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) • How did you first hear about Business Debtline? • Other sources include: • Creditors • Industry/ trade association • Business Link • Radio 2006 = 16% % Base: all: 136

  20. 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 • Thinking about when you first rang Business Debtline, how many times did you have to ring before you got through to an adviser? 12% in 2006 % Base: all (136) • During first call, given… % Base: all (136) • How many times have you spoken to Business Debtline? % Base: all (136)

  21. BDL is often the first source of debt advice • Business Debtline is the first port of call for debt advice amongst half of callers Had you contacted anyone else for debt advice before you spoke to Business Debtline ? % Base: all (136) • Who else have you contacted? Using a fee-charging debt consultancy service, before spoke to BDL? As in 2006, CAB is dominant alternative source of debt advice % % Other includes: Other debt advice service (fee/ free), accountants, banks, friends/ family, leaflet Base: all who had contacted someone else prior: 65

  22. Broad and strong appraisal of first call BDL experience • High levels of praise ascribed to initial contact with Business Debtline • 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: Disagree Strongly agree Agree 2006 Strongly disagree The adviser was easy to talk to 76% You had a sense of confidence in the service 57% You felt you had made a positive step towards managing your business debt 54% % Note: ‘Neither agree nor disagree’ not shown Base: all (136)

  23. Strongly agree 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 • Rating of BDL advice in terms of… Disagree Agree Strongly disagree The adviser dealt with your situation in a professional way The adviser dealt with your problem in a sensitive way The adviser was knowledgeable The advice provided was clear and easy to understand You felt the adviser understood your situation You had a better understanding of how to manage your business as a result of contacting BDL Note: ‘Neither agree nor disagree’ not shown Base: all (136)

  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 engine I 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 call They 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 internet Longer opening hours Maybe they could offer some training in how to avoid debt and how to see the signs before the situation badly escalates A drop in centre as face to face contact is much more personable

  25. 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 • Which agency conducted initial interview – looked at individual debts/ assessed affordability • Which organisation suggested or recommended a Debt Management Programme to you? % % Base: all currently on debt management programme (22)

  26. BDL callers typically have a wide range of debts Debts spread across numerous categories, with business loan repayments and credit cards topping the scale. Top cited 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 % Yes 26% 26% of callers were experiencing difficulties with people not paying for services they delivered No 74% % Base: 36 (all had difficulty with people not paying for services) Base: 136 (all respondents)

  27. Delivering advice: Literature and Website

  28. 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 • Thinking about the information which was sent to you, how would you rate it in terms of…? Poor Very poor Very good Good 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 debt How relevant the information provided was to your situation % Base: all who recall literature sent:122 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 website • 43% of callers now, compared to 33% in 2006 Main reason for visiting website… % Did you visit the website… Before calling BDL: 69% After calling BDL: 20% Before and after: 10% Base: all who have visited BDL website: 52 (unprompted) Multiple response allowed

  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…? Poor Very poor Very good Good The amount of information provided How clearly the information was presented How easy was the information was to understand How useful the information or advice given was in helping you to manage debt % Note: ‘Neither good nor poor’ not shown Base: all who have visited BDL website: 52

  31. Suggested improvements to the BDL website I had problems printing some of the information, I could only print what was on the screen and not the whole page They need to be at the top of the list when you search on Google 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

  32. Part II: Website Evaluation Key Measures

  33. Citizens Advice was the most prominent means by which the BDL website address was obtained 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 • How did you find the Business Debtline website address? 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) Base: all (25)

  34. Website visits are mostly for financial and debt advice • Can you explain why you are visiting the website today? 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 Base: all (25) (Unprompted response)

  35. One quarter had previously visited the BDL website. One third had spoken to a BDL adviser (and a further quarter intend to) 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 Have you contacted anyone else for advice on managing money and debt? Base: all (25) Number of respondents Organisation Who else have you contacted ? Base: all who have contacted anyone else for advice (12)

  37. The website is being used for a broad range of purposes Which of the following have you used, or do you intend to use the website for? Searching for information and advice about debt Finding out more about the service Business Debtline offers Finding the telephone number for Business Debtline Using the personal budget sheet Accessing the factsheets Viewing/ downloading sample letters Downloading self help information pack Emailing Business Debtline for advice Note: ‘Neither’ not shown Requesting documents to be posted to you Did you find what you were looking for? Base: all (25)

  38. Most rate the BDL website as okay to good (not as strong an endorsement as that ascribed to the NDL website) • How do you rate the website in terms of: Excellent Good OK Poor Very poor General content Ease of use Amount of information Presentation of information Design Easy to understand information Ease of finding information Base: all (25)

  39. Many callers plan to contact creditors, complete a budget form, phone BDL, consult other professionals • What is the next step you are going to take in terms of managing your money and debt? Base: all (25)

  40. 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 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 And virtually all would still recommend Business Debtline to someone they knew in difficulty with debt • 14 of the 15 stated ‘definitely recommend’

  42. Typical comments They were really helpful, everything was done step by step and not in a complicated way Everything they sent: packages, leaflets and books were very straightforward. Business Debtline know what to do and are excellent The advice was relaxed and friendly

  43. Previous callers appear to be successfully reducing debts over time – most no longer have any debt • 9 of the 15 no longer have any outstanding business 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 Contacted companies to whom money was owed? 12 of 15 had 1 hadn’t 2 did not need to Attempt to make any new arrangements using BDL advice? 2 did 2 didn’t Came to an agreement/ made new arrangement using BDL advice? 8 of 12 did 4 didn’t Base: all who did contact creditors (12) Base: all not come to arrangement (4) Base: All (15) Kept to the agreed arrangement? 1 completed payments 7 of 8 have At time of contacting BDL…? 1 was on DMP 1 had IVA 1 had already contacted companies Base: all who came to an arrangement (8) How long have you had this arrangement? Less than 1 year: 2 Between 1 year and 2 years: 1 Longer than 2 years: 1 Unsure: 3 Base: all who did not contact creditors (3) Base: all keeping to an agreed arrangement (7) Difficulties with people not paying for services you delivered? 6 of 15 had 9 hadn’t How useful was BDL advice? Extremely helpful: 4 Not very helpful: 2 Base: All (15) Base: all having difficulties with people not paying (6)

  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 How helpful has the information and advice from Business Debtline been in helping you deal with money and debt problems on an ONGOING basis? How has Business Debtline affected you in the widest sense? Base: All Fundamentally changed life No impact whatsoever Score Number of respondents Mean Score = 6

  46. 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 Strongly disagree Strongly agree Score 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) Strongly disagree Strongly agree Score Number of respondents 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 again All 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) Effect on general physical wellbeing? 6 said that it has had a very positive effect 4 said that it has had a marginal positive effect None said that it had not had a positive effect Base: All who feel more in control

  49. Similarly, contact with BDL often instils confidence about future financial and business matters Strongly disagree Strongly agree Score Number of respondents: I feel less likely to find myself in a similar situation again I am more knowledgeable about managing business finance overall I feel more confident about my business finances in general I feel more in control of my business as a result Base: All (15) 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)

  50. BDL advice has a positive impact on mental and emotional well-being in particular Advice 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 No difference What 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

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