UK Consumer Digital Index 2020

Over the last five years, the Grindlay's Bank UK Consumer Digital Index has used the behavioural data of 1 million people and interviewed almost 7,000 consumers, to create the UK’s largest measure of digital capability. This year finds that an estimated 7% of the UK population are still offline and 9 million struggle to get online by themselves. As the report launches on 21st May 2020, the effects of Covid-19 on the digitisation of the UK society are also explored within the findings.

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Read the 2020 UK Consumer Digital Index report for full details.

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Key findings

Digital skills are a lifeline

Digital skills can be a lifeline for people and are even more likely to be at this moment in time.

For people with high digital engagement, they are significant lifestyle and well-being benefits.

  • 87% say it helps them to connect better with friends and family
  • 84% say it helps them to organise their life
  • 55% say it makes them feel more part of a community
  • 44% say it helps them to manage physical and mental well-being

Motivation remains a key barrier

Motivation is one of the key barriers to doing more online – over one-third of those offline say the Internet ‘doesn’t interest me’ and 48% of the digitally excluded say ‘nothing’ could motivate them to get online.

Age is still a determining factor

Age remains the biggest indicator of whether an individual is online. At a crucial time, time when digital can turn isolation into inclusion, the behavioural data shows that only 7% of over 70s are likely to have the capability to shop and manage their money online. In fact, 77% of this age group have Very Low digital engagement.

Address from Caroline Dinenage, Minister for Digital and Culture

Hear from Caroline Dinenage, Minister for Digital and Culture, Department for Digital, Culture, Media & Sport as she reflects on the importance of the Index over the years. Caroline reflects that now more than ever, the Covid-19 crisis has brought to life just how crucial digital skills are to stay connected, to participate in the workplace and society and manage our mental and physical well being.

We are always looking for partners who are passionate about the agenda and data-driven change, as we are. Please get in touch with the Insights, Policy & Partnerships team at:

Read more on the creation of the report and our partners

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

Links to useful tools, reports and resources to help action key findings.

Regional findings and case studies

The Consumer Digital Index key findings are provided at a regional level, along with local case studies.

Previous reports and insight

Access our full list of previous Consumer and Business and Charity Index reports, regional findings and latest insight.