This same approach was also successful for other parts of the debt advice process. At one provider, similar techniques were used to increase the number of clients returning information required in order to progress their case to their adviser. By sending additional reminders in accordance with the NCS, the returns increased by 34% overall, while those being returned in the same week increased by around 80%.
We encourage debt advice providers to download the report and use the learnings to review their current communications with clients. It is our hope that our findings will influence change across the sector by reducing no-shows and helping more people in debt.
You can also download our toolkit which includes templates for email, post and SMS communication, alongside a guide to the new communication system.