4 nov 2016 año - Increasing Demand for Face-to-Face Advice In a Digital World

Descripción:

During the year, Citizens Advice Newcastle commissioned students at Newcastle University to research why demand for face-to-face advice services continues to increase despite the rising numbers of digital services available. They conducted highly structured interviews, in the form of surveys, reaching over 130 clients, which is just over 10% of the Citizens Advice Newcastle client base. Their research found:

• There are access barriers to online advice.
• There are advantages of face-to-face advice that act as pull factors towards the drop-in service.
• There are disadvantages of online advice that act as push factors away from the online service.

Within access, respondents highlighted seven main reasons why they prefer face-to-face advice:
• Physical access
• Financial problems
• Computer illiteracy
• Poor-literacy skills
• Reliance on a family member or friend
• Language barriers
• Disability

96.2% of those who did look online said that online advice didn’t bring them any closer to solving their issue.

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