Access to cash (PILOTS) - Community Survey (Ilfracombe)

In December 2021, 9 major banks announced a pioneering new approach to keep cash accessible on the high street: shared branches called Banking Hubs.

A Hub offers a counter service with basic cash services to all customers, whilst more complex enquiries will be dealt with by a representative from the member banks who visit once a week: a Community Banker.

Cash access pilot schemes

In addition to the Banking Hubs, Cash Access UK have announced a series of pilot schemes to work with communities to test new approaches to meeting their cash needs.

Over the coming months, we will be working with many communities to provide standalone deposit services, banking services in libraries or community centres and other initiatives. These will focus on cash access and cash deposits - and we're particularly focused on deposit services for small businesses.

These pilots build on the successful Community Access to Cash Pilots in 2021 which, as well as creating the initial concept of a Banking Hub, led to the national rollout of the ‘cash at the till’ cashback service. This was first offered by PayPoint and is now available at over 8,000 convenience stores across the UK. Since its launch in 2021, over £10m has already been withdrawn through PayPoint alone, with use of the service growing every month. As with Banking Hubs, cashback has proved particularly valuable to those on tight incomes, with the average amount withdrawn around £15 compared with the average ATM withdrawal of £80.

With this aim, we would be very grateful if you could complete this short survey to provide us with critical insights into current needs and behaviours of the people and businesses across your community.

This will enable us to then design the right solutions to meet your needs.

GDPR disclosure:
The data from this survey is collected on behalf of UK Finance. All information is anonymous. Any personal details provided are only used for the specific purposes noted and no other purpose e.g. marketing.

Question Title

* 1. We would like to understand what you are currently doing in relation to your banking needs.

Firstly please tell us what cash-related services do you currently need/use?

	Don't do this	Always use service in Ilfracombe	Mostly use service in Ilfracombe	Mostly use service outside Ilfracombe	Always use service outside Ilfracombe
Withdraw cash from an ATM	Withdraw cash from an ATM Don't do this	Withdraw cash from an ATM Always use service in Ilfracombe	Withdraw cash from an ATM Mostly use service in Ilfracombe	Withdraw cash from an ATM Mostly use service outside Ilfracombe	Withdraw cash from an ATM Always use service outside Ilfracombe
Withdraw cash by Cashback	Withdraw cash by Cashback Don't do this	Withdraw cash by Cashback Always use service in Ilfracombe	Withdraw cash by Cashback Mostly use service in Ilfracombe	Withdraw cash by Cashback Mostly use service outside Ilfracombe	Withdraw cash by Cashback Always use service outside Ilfracombe
Withdraw cash by Post Office	Withdraw cash by Post Office Don't do this	Withdraw cash by Post Office Always use service in Ilfracombe	Withdraw cash by Post Office Mostly use service in Ilfracombe	Withdraw cash by Post Office Mostly use service outside Ilfracombe	Withdraw cash by Post Office Always use service outside Ilfracombe
Deposit Cash with Post Office	Deposit Cash with Post Office Don't do this	Deposit Cash with Post Office Always use service in Ilfracombe	Deposit Cash with Post Office Mostly use service in Ilfracombe	Deposit Cash with Post Office Mostly use service outside Ilfracombe	Deposit Cash with Post Office Always use service outside Ilfracombe
Deposit cash	Deposit cash Don't do this	Deposit cash Always use service in Ilfracombe	Deposit cash Mostly use service in Ilfracombe	Deposit cash Mostly use service outside Ilfracombe	Deposit cash Always use service outside Ilfracombe
Get change	Get change Don't do this	Get change Always use service in Ilfracombe	Get change Mostly use service in Ilfracombe	Get change Mostly use service outside Ilfracombe	Get change Always use service outside Ilfracombe

Other (please specify)

Question Title

* 2. We would like to understand how you currently use the Post Office in Ilfracombe.

Can you tell us which of these services you use, and how frequently?

	My first choice of service	Have used occasionally	Never use - do at some other physical location	Never use - do online or by post	Didn't know that the Post Office offered this service
Withdrawing cash over a counter	Withdrawing cash over a counter My first choice of service	Withdrawing cash over a counter Have used occasionally	Withdrawing cash over a counter Never use - do at some other physical location	Withdrawing cash over a counter Never use - do online or by post	Withdrawing cash over a counter Didn't know that the Post Office offered this service
Depositing cash or cheques	Depositing cash or cheques My first choice of service	Depositing cash or cheques Have used occasionally	Depositing cash or cheques Never use - do at some other physical location	Depositing cash or cheques Never use - do online or by post	Depositing cash or cheques Didn't know that the Post Office offered this service
Paying bills	Paying bills My first choice of service	Paying bills Have used occasionally	Paying bills Never use - do at some other physical location	Paying bills Never use - do online or by post	Paying bills Didn't know that the Post Office offered this service
Getting foreign currency	Getting foreign currency My first choice of service	Getting foreign currency Have used occasionally	Getting foreign currency Never use - do at some other physical location	Getting foreign currency Never use - do online or by post	Getting foreign currency Didn't know that the Post Office offered this service
Checking account balances	Checking account balances My first choice of service	Checking account balances Have used occasionally	Checking account balances Never use - do at some other physical location	Checking account balances Never use - do online or by post	Checking account balances Didn't know that the Post Office offered this service
Getting change (business customers only)	Getting change (business customers only) My first choice of service	Getting change (business customers only) Have used occasionally	Getting change (business customers only) Never use - do at some other physical location	Getting change (business customers only) Never use - do online or by post	Getting change (business customers only) Didn't know that the Post Office offered this service

Question Title

* 3. Please tell us how do you currently manage other financial matters?

	Don't do this	Do this online/ digitally/ by post	Always use service in Ilfracombe	Mostly use service in Ilfracombe	Mostly use service outside Ilfracombe	Always use service outside Ilfracombe
Advise / Support with banking needs	Advise / Support with banking needs Don't do this	Advise / Support with banking needs Do this online/ digitally/ by post	Advise / Support with banking needs Always use service in Ilfracombe	Advise / Support with banking needs Mostly use service in Ilfracombe	Advise / Support with banking needs Mostly use service outside Ilfracombe	Advise / Support with banking needs Always use service outside Ilfracombe
Get help with online/ digital banking	Get help with online/ digital banking Don't do this	Get help with online/ digital banking Do this online/ digitally/ by post	Get help with online/ digital banking Always use service in Ilfracombe	Get help with online/ digital banking Mostly use service in Ilfracombe	Get help with online/ digital banking Mostly use service outside Ilfracombe	Get help with online/ digital banking Always use service outside Ilfracombe
Pay bills	Pay bills Don't do this	Pay bills Do this online/ digitally/ by post	Pay bills Always use service in Ilfracombe	Pay bills Mostly use service in Ilfracombe	Pay bills Mostly use service outside Ilfracombe	Pay bills Always use service outside Ilfracombe
Get support for financial issues such as debt	Get support for financial issues such as debt Don't do this	Get support for financial issues such as debt Do this online/ digitally/ by post	Get support for financial issues such as debt Always use service in Ilfracombe	Get support for financial issues such as debt Mostly use service in Ilfracombe	Get support for financial issues such as debt Mostly use service outside Ilfracombe	Get support for financial issues such as debt Always use service outside Ilfracombe
Speak to an advisor face to face about money matters	Speak to an advisor face to face about money matters Don't do this	Speak to an advisor face to face about money matters Do this online/ digitally/ by post	Speak to an advisor face to face about money matters Always use service in Ilfracombe	Speak to an advisor face to face about money matters Mostly use service in Ilfracombe	Speak to an advisor face to face about money matters Mostly use service outside Ilfracombe	Speak to an advisor face to face about money matters Always use service outside Ilfracombe
Speak to an advisor over the telephone	Speak to an advisor over the telephone Don't do this	Speak to an advisor over the telephone Do this online/ digitally/ by post	Speak to an advisor over the telephone Always use service in Ilfracombe	Speak to an advisor over the telephone Mostly use service in Ilfracombe	Speak to an advisor over the telephone Mostly use service outside Ilfracombe	Speak to an advisor over the telephone Always use service outside Ilfracombe
Speak to an advisor online or on a video platform	Speak to an advisor online or on a video platform Don't do this	Speak to an advisor online or on a video platform Do this online/ digitally/ by post	Speak to an advisor online or on a video platform Always use service in Ilfracombe	Speak to an advisor online or on a video platform Mostly use service in Ilfracombe	Speak to an advisor online or on a video platform Mostly use service outside Ilfracombe	Speak to an advisor online or on a video platform Always use service outside Ilfracombe
Manage direct debits or standing orders	Manage direct debits or standing orders Don't do this	Manage direct debits or standing orders Do this online/ digitally/ by post	Manage direct debits or standing orders Always use service in Ilfracombe	Manage direct debits or standing orders Mostly use service in Ilfracombe	Manage direct debits or standing orders Mostly use service outside Ilfracombe	Manage direct debits or standing orders Always use service outside Ilfracombe

Question Title

* 4. We will now move onto questions about the services offered by potential solutions.

Firstly please tell us what cash-related services would you use?

Make withdrawals

Deposit cash

Deposit cheques

Check account balance

Pay bills

Collect Change (Business Customers)

Collecting DWP payments

I do not use this service

Other (please specify)

Question Title

* 5. What non cash related services do you need?

	Yes	Yes with support	Maybe	No, I can do this online or with the Post Office	No
Support with online banking / mobile apps	Support with online banking / mobile apps Yes	Support with online banking / mobile apps Yes with support	Support with online banking / mobile apps Maybe	Support with online banking / mobile apps No, I can do this online or with the Post Office	Support with online banking / mobile apps No
Register for online banking / mobile apps	Register for online banking / mobile apps Yes	Register for online banking / mobile apps Yes with support	Register for online banking / mobile apps Maybe	Register for online banking / mobile apps No, I can do this online or with the Post Office	Register for online banking / mobile apps No
Self service support	Self service support Yes	Self service support Yes with support	Self service support Maybe	Self service support No, I can do this online or with the Post Office	Self service support No
Product / Account Maintenance	Product / Account Maintenance Yes	Product / Account Maintenance Yes with support	Product / Account Maintenance Maybe	Product / Account Maintenance No, I can do this online or with the Post Office	Product / Account Maintenance No
Transfer of funds / Making payments	Transfer of funds / Making payments Yes	Transfer of funds / Making payments Yes with support	Transfer of funds / Making payments Maybe	Transfer of funds / Making payments No, I can do this online or with the Post Office	Transfer of funds / Making payments No
Product / Account Information	Product / Account Information Yes	Product / Account Information Yes with support	Product / Account Information Maybe	Product / Account Information No, I can do this online or with the Post Office	Product / Account Information No
Card management	Card management Yes	Card management Yes with support	Card management Maybe	Card management No, I can do this online or with the Post Office	Card management No
Booking appointments	Booking appointments Yes	Booking appointments Yes with support	Booking appointments Maybe	Booking appointments No, I can do this online or with the Post Office	Booking appointments No
Speak to a community banker about your money matters	Speak to a community banker about your money matters Yes	Speak to a community banker about your money matters Yes with support	Speak to a community banker about your money matters Maybe	Speak to a community banker about your money matters No, I can do this online or with the Post Office	Speak to a community banker about your money matters No
Use video banking services (If available)	Use video banking services (If available) Yes	Use video banking services (If available) Yes with support	Use video banking services (If available) Maybe	Use video banking services (If available) No, I can do this online or with the Post Office	Use video banking services (If available) No
Use telephone banking services (if available)	Use telephone banking services (if available) Yes	Use telephone banking services (if available) Yes with support	Use telephone banking services (if available) Maybe	Use telephone banking services (if available) No, I can do this online or with the Post Office	Use telephone banking services (if available) No

Anything else?

Question Title

* 6. How often would you use these services?

	Daily	Most days	Once a week	Once a fortnight	Monthly	Less than monthly	I would not use this service
Withdraw cash by Cashback	Withdraw cash by Cashback Daily	Withdraw cash by Cashback Most days	Withdraw cash by Cashback Once a week	Withdraw cash by Cashback Once a fortnight	Withdraw cash by Cashback Monthly	Withdraw cash by Cashback Less than monthly	Withdraw cash by Cashback I would not use this service
Withdraw cash over a Post Office / Bank Counter	Withdraw cash over a Post Office / Bank Counter Daily	Withdraw cash over a Post Office / Bank Counter Most days	Withdraw cash over a Post Office / Bank Counter Once a week	Withdraw cash over a Post Office / Bank Counter Once a fortnight	Withdraw cash over a Post Office / Bank Counter Monthly	Withdraw cash over a Post Office / Bank Counter Less than monthly	Withdraw cash over a Post Office / Bank Counter I would not use this service
Deposit cash	Deposit cash Daily	Deposit cash Most days	Deposit cash Once a week	Deposit cash Once a fortnight	Deposit cash Monthly	Deposit cash Less than monthly	Deposit cash I would not use this service
Manage a transaction	Manage a transaction Daily	Manage a transaction Most days	Manage a transaction Once a week	Manage a transaction Once a fortnight	Manage a transaction Monthly	Manage a transaction Less than monthly	Manage a transaction I would not use this service
Get advice / help with online banking	Get advice / help with online banking Daily	Get advice / help with online banking Most days	Get advice / help with online banking Once a week	Get advice / help with online banking Once a fortnight	Get advice / help with online banking Monthly	Get advice / help with online banking Less than monthly	Get advice / help with online banking I would not use this service
Pay bills	Pay bills Daily	Pay bills Most days	Pay bills Once a week	Pay bills Once a fortnight	Pay bills Monthly	Pay bills Less than monthly	Pay bills I would not use this service
Get support for financial issues such as debt	Get support for financial issues such as debt Daily	Get support for financial issues such as debt Most days	Get support for financial issues such as debt Once a week	Get support for financial issues such as debt Once a fortnight	Get support for financial issues such as debt Monthly	Get support for financial issues such as debt Less than monthly	Get support for financial issues such as debt I would not use this service
Pay in cheques	Pay in cheques Daily	Pay in cheques Most days	Pay in cheques Once a week	Pay in cheques Once a fortnight	Pay in cheques Monthly	Pay in cheques Less than monthly	Pay in cheques I would not use this service
Speak to a community banker about your money matters	Speak to a community banker about your money matters Daily	Speak to a community banker about your money matters Most days	Speak to a community banker about your money matters Once a week	Speak to a community banker about your money matters Once a fortnight	Speak to a community banker about your money matters Monthly	Speak to a community banker about your money matters Less than monthly	Speak to a community banker about your money matters I would not use this service
Use video banking services (if available)	Use video banking services (if available) Daily	Use video banking services (if available) Most days	Use video banking services (if available) Once a week	Use video banking services (if available) Once a fortnight	Use video banking services (if available) Monthly	Use video banking services (if available) Less than monthly	Use video banking services (if available) I would not use this service
Use telephone banking services (if available)	Use telephone banking services (if available) Daily	Use telephone banking services (if available) Most days	Use telephone banking services (if available) Once a week	Use telephone banking services (if available) Once a fortnight	Use telephone banking services (if available) Monthly	Use telephone banking services (if available) Less than monthly	Use telephone banking services (if available) I would not use this service
Manage direct debits or standing orders	Manage direct debits or standing orders Daily	Manage direct debits or standing orders Most days	Manage direct debits or standing orders Once a week	Manage direct debits or standing orders Once a fortnight	Manage direct debits or standing orders Monthly	Manage direct debits or standing orders Less than monthly	Manage direct debits or standing orders I would not use this service
Check account balance	Check account balance Daily	Check account balance Most days	Check account balance Once a week	Check account balance Once a fortnight	Check account balance Monthly	Check account balance Less than monthly	Check account balance I would not use this service
Collect change (business customers only)	Collect change (business customers only) Daily	Collect change (business customers only) Most days	Collect change (business customers only) Once a week	Collect change (business customers only) Once a fortnight	Collect change (business customers only) Monthly	Collect change (business customers only) Less than monthly	Collect change (business customers only) I would not use this service
Collect DWP payments	Collect DWP payments Daily	Collect DWP payments Most days	Collect DWP payments Once a week	Collect DWP payments Once a fortnight	Collect DWP payments Monthly	Collect DWP payments Less than monthly	Collect DWP payments I would not use this service

Question Title

* 7. Which day(s) of the week would you be most likely to use services? (You can select more than 1)

Monday

Tuesday

Wednesday

Thursday

Friday

It would vary

Every day

I don't know

Please tell us a brief reason why?

Question Title

* 8. What time of day would you be most likely to use services?

Morning between 9am-12pm

Afternoon between 12pm-3pm

Late afternoon between 3pm-5pm

Between 9am-5pm

Before 9am

After 5pm

It would vary

I don't know

Please tell us a brief reason why?

Question Title

* 9. We are keen to understand how you best like to use services?

	Very important	Fairly important	Not very important	Not at all important
Located in the town	Located in the town Very important	Located in the town Fairly important	Located in the town Not very important	Located in the town Not at all important
Privacy	Privacy Very important	Privacy Fairly important	Privacy Not very important	Privacy Not at all important
Face to Face	Face to Face Very important	Face to Face Fairly important	Face to Face Not very important	Face to Face Not at all important
Assisted service	Assisted service Very important	Assisted service Fairly important	Assisted service Not very important	Assisted service Not at all important
Self service	Self service Very important	Self service Fairly important	Self service Not very important	Self service Not at all important
Quick and easy to use	Quick and easy to use Very important	Quick and easy to use Fairly important	Quick and easy to use Not very important	Quick and easy to use Not at all important
No step access/ wheelchair accessible	No step access/ wheelchair accessible Very important	No step access/ wheelchair accessible Fairly important	No step access/ wheelchair accessible Not very important	No step access/ wheelchair accessible Not at all important
With my bank card	With my bank card Very important	With my bank card Fairly important	With my bank card Not very important	With my bank card Not at all important
With a paying in slip	With a paying in slip Very important	With a paying in slip Fairly important	With a paying in slip Not very important	With a paying in slip Not at all important
With a mobile app	With a mobile app Very important	With a mobile app Fairly important	With a mobile app Not very important	With a mobile app Not at all important
Online	Online Very important	Online Fairly important	Online Not very important	Online Not at all important

Please list here any other thoughts

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* 10. Would you find support and education for setting up and using online banking services useful?

Yes, definitely

Maybe

No, I don't want to bank online

No, I already bank online

Please provide a brief reason why?

Question Title

* 11. Can you tell us which Bank / Building Society you have your main current account with?
(this is so that we can ensure that we liaise with the right banks to support your community)

NatWest/Royal Bank of Scotland

Bank of Scotland

Barclays

Clydesdale/Virgin Money

HSBC

Halifax

TSB

LLoyds

Santander

Co-Operative

Tesco

Nationwide

I don't have a bank account

Other (please specify)

Question Title

* 12. GDPR disclosure: The data from this survey is collected on behalf of UK Finance. All information is anonymous. Any personal details provided are only used for the specific purposes noted and no other purpose e.g. marketing. Your answers to Q13 onwards will not be tied back to your responses to Q1-Q12.

Firstly, can you tell us a little about you, what is your age?

17 years or younger

18 - 24 years

25 - 34 years

35 - 44 years

45 - 54 years

55 - 64 years

65 - 74 years

75 years or older

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* 13. Which of the following categories best describes your employment status?

Employed, working part time

Employed, working full time

Self Employed

Not employed

Retired

Not working

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* 14. Finally we would like to understand your connection to Ilfracombe.

Please tell us about where you live:

I live in walking distance of the centre of Ilfracombe

I live just outside walking distance, but Ilfracombe is my nearest place to shop

I live elsewhere

Question Title

* 15. Thank you for taking part. If you'd like to receive information on the results of the survey, and the progress of the pilot, please provide the following information (which will only be used to communicate about the pilot and not for any other purposes)

Name

Address

Postcode

Email Address

Access to cash (PILOTS) - Community Survey (Ilfracombe)

Question Title

* 1. We would like to understand what you are currently doing in relation to your banking needs.Firstly please tell us what cash-related services do you currently need/use?

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* 2. We would like to understand how you currently use the Post Office in Ilfracombe.Can you tell us which of these services you use, and how frequently?

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* 3. Please tell us how do you currently manage other financial matters?

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* 4. We will now move onto questions about the services offered by potential solutions.Firstly please tell us what cash-related services would you use?

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* 5. What non cash related services do you need?

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* 6. How often would you use these services?

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* 7. Which day(s) of the week would you be most likely to use services? (You can select more than 1)

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* 8. What time of day would you be most likely to use services?

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* 9. We are keen to understand how you best like to use services?

Question Title

* 10. Would you find support and education for setting up and using online banking services useful?

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* 11. Can you tell us which Bank / Building Society you have your main current account with?(this is so that we can ensure that we liaise with the right banks to support your community)

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* 13. Which of the following categories best describes your employment status?

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* 14. Finally we would like to understand your connection to Ilfracombe. Please tell us about where you live:

Question Title

* 15. Thank you for taking part. If you'd like to receive information on the results of the survey, and the progress of the pilot, please provide the following information (which will only be used to communicate about the pilot and not for any other purposes)

* 1. We would like to understand what you are currently doing in relation to your banking needs.

Firstly please tell us what cash-related services do you currently need/use?

* 2. We would like to understand how you currently use the Post Office in Ilfracombe.

Can you tell us which of these services you use, and how frequently?

* 4. We will now move onto questions about the services offered by potential solutions.

Firstly please tell us what cash-related services would you use?

* 11. Can you tell us which Bank / Building Society you have your main current account with?
(this is so that we can ensure that we liaise with the right banks to support your community)

* 14. Finally we would like to understand your connection to Ilfracombe.

Please tell us about where you live: