CAB survey - Paper data input

Age

18-30

31-40

41–50

51–60

61–70

71+

Gender

Male

Female

Location

Scotland

England

Wales

Ireland

Housing

Rented

Mortgage

Children

Yes

No

Which, if any, of the following prompted you to seek help with your debts

I/my partner was threatened with bankruptcy

Pregnancy/Childbirth

I/my partner was refused a further loan or additional credit

I/my partner was contacted by a debt collection agency

I/my partner became unemployed

I/my partner received final demand letters from the creditors

My/our bank contacted me to discuss debts

My/our income was reduced (e.g. pay cut)

I/my partner missed payments on one or more debt

Before seeking help, what other organisations did you know about that could provide help for people who need debt advice?
(Please select all that apply)

Why did you choose to contact Citizens Advice?

I was recommended to Citizens Advice by one of my creditors

I was referred to Citizens Advice by one of my friends/family

I researched a number of different companies and organisations, and made a careful choice

I got in contact with the first organisation that seemed to be able to help me

I wanted to speak with someone in person

It was the only organisation that I was aware of that might help

What did Citizens Advice offer to you, that other organisation did not?

How did you contact Citizens Advice?

I walked into their local advice centre

I phoned them

I used the internet

Other, please explain

Did you speak to an advisor, in person, at Citizens Advice?

Yes

No

Why did you feel you needed to speak with someone in person at your appointment?

Scared, embarrassed, desperate, confused

Wanted to show someone my paperwork

I prefer face to face

Problems with my hearing preventing me from using the phone

No choice, I was not offered phone advice

Wanted to visit as a couple

Costs too much to receive advice over the phone

Other, please explain

When you met with an advisor in person, was your appointment convenient for you?

Yes it was convenient for me, I could choose which date and time was suitable

It was OK, I had to change my commitments to fit around the appointment

It was difficult , I had to change my commitments and wait for an appointment

It was not good at all, I had to wait a very long time for my appointment

How important was it to you, that you spoke to an advisor in person, to receive your debt advice?

Very important, I would not/could not have done it any other way

It was nice to have, I found it useful

It wasn’t essential and it could have been done over the telephone

I did not know I could receive debt advice any other way

How was your experience with us on the phone?

Please use the space below to comment

Would you recommend the service you received from StepChange Debt Charity to someone else?

Yes

Maybe

No

Please use the space below to comment

Knowing what you know now, about the telephone debt advice process, what do you now think about receiving debt advice in person?

It’s very important to see someone in person

It’s useful to see someone in person, but not essential

It’s not essential to see anyone in person, I could have received my advice over the phone

Please rate our service

Please use the space below to comment

Had you heard about StepChange Debt Charity (formerly Consumer Credit Counselling) before contacting Citizens Advice?

Yes

No

Please use the space below to comment

Do you have access to the internet, which you can use in a comfortable private area?

Yes

No

Would you look debt help via the internet in the future?

Yes

No

Please use the space below to comment

Did you know that you could obtain debt advice online?

Yes

No

Would you consider using it or recommend others to us it?

Yes

No

Please explain why:

Prefer to speak with someone

Don't trust the internet/ technology

I came across too many different organisations

No computer

Other, please explain