Debt advice evaluation toolkit

How the Evaluation Framework was developed

We collected views about desired client outcomes from a wide range of stakeholders across debt advice including frontline service providers, membership organisations, and creditors. A high volume of desired client outcomes were identified, reflecting the impact that organisations were seeking to achieve from advising their clients. We engaged our Debt Advisory Forum to consider the collective feedback of all these organisations and provide comments.

The Personal Finance Research Centre (PFRC) was commissioned to develop the framework further and refine the desired client outcomes. They considered which outcomes were attributable to debt advice, which were a by-product of receiving advice, and which were about the process of giving advice as opposed to the outcomes sought.

PFRC produced a draft framework and an accompanying survey that could be used to measure the identified client outcomes. We then commissioned DVL Smith to undertake a thorough testing of the survey and the outcomes for clients who had used face to face, telephone and internet only debt advice interventions. This research used a range of methodologies resulting in the survey and framework evolving throughout the testing.

In collaboration with PFRC, we took into account the findings from the pilot and subsequently revised the materials to produce the final version of the evaluation framework and accompanying survey.

What you will find in the toolkit

The toolkit includes the following downloadable resources:

  • Debt Advice Evaluation Framework in full (PDF)
    This document includes the 15 client outcomes to be measured and a matrix which identifies which outcome each question is measuring in addition to those questions that are asked in order to provide context to clients when completing the survey.
  • Amendable front sheet and client survey (Zip file – PDF & Word)
    The amendable front sheet can be customised and branded for attachment to the client survey. Alternatively, the survey can be used to copy questions into an online survey tool.
  • Evaluation analysis tools (Zip file – Excel)
    Two manual scoring sheets are supplied, they have been developed to help measure data collected against each of the 15 outcomes. Only one evaluation tool is required, determined by your chosen methodology. See Analysis for more information about how to use the manual scoring sheet.
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