This paper briefly summarises the findings of two phases of research conducted for the Government Pension, Disability and Carers Service (PDCS), to explore the attitudes and perceptions of people in retirement. The aim of the research was to enhance PDCS’s customer segmentation of pensioners (Odyssey) through identification of additional customer characteristics that might improve communication and service delivery. Qualitative research looked at customers’ attitudes and perceptions of their social and financial lifestyles, as well as their health and well-being. The quantitative research built upon these themes from the perspective of communicating with those of retirement age. Overall there were 22 discussion groups and 34 depth interviews. The survey involved 1,979 people. Family and, to a lesser extent, friends fulfilled important roles in the live of respondents, in many case helping to interpret information from Government services. As anticipated, age affected participants’ outlook on society, finance and health. Traditional media, television and newspapers, were used more frequently than the internet or mobile phones. Overall face to face communication was preferred particularly for health and financial matters. Even internet users expressed reluctance to use it for personal matters. The research suggests that reaching older people directly may be difficult because of their isolation. Families and other, for example health, services may have a role to play.
This paper briefly summarises the findings of two phases of research conducted for the Government Pension, Disability and Carers Service (PDCS), to explore the attitudes and perceptions of people in retirement. The aim of the research was to enhance PDCS’s customer segmentation of pensioners (Odyssey) through identification of additional customer characteristics that might improve communication and service delivery. Qualitative research looked at customers’ attitudes and perceptions of their social and financial lifestyles, as well as their health and well-being. The quantitative research built upon these themes from the perspective of communicating with those of retirement age. Overall there were 22 discussion groups and 34 depth interviews. The survey involved 1,979 people. Family and, to a lesser extent, friends fulfilled important roles in the live of respondents, in many case helping to interpret information from Government services. As anticipated, age affected participants’ outlook on society, finance and health. Traditional media, television and newspapers, were used more frequently than the internet or mobile phones. Overall face to face communication was preferred particularly for health and financial matters. Even internet users expressed reluctance to use it for personal matters. The research suggests that reaching older people directly may be difficult because of their isolation. Families and other, for example health, services may have a role to play.
Subject terms:
older people, pensions, personal finance, retirement, state retirement pensions, user views, access to information, attitudes, central government, communication, families, health;
This paper reports the findings of two phases of research conducted for the Government Pension, Disability and Carers Service (PDCS), to explore the attitudes and perceptions of people in retirement. The aim of the research was to enhance PDCS’s customer segmentation of pensioners (Odyssey) through identification of additional customer characteristics that might improve communication and service delivery. Qualitative research looked at customers’ attitudes and perceptions of their social and financial lifestyles, as well as their health and well-being. The quantitative research built upon these themes from the perspective of communicating with those of retirement age. Overall there were 22 discussion groups and 34 depth interviews. The survey involved 1,979 people. Family and, to a lesser extent, friends fulfilled important roles in the live of respondents, in many case helping to interpret information from Government services. As anticipated, age affected participants’ outlook on society, finance and health. Traditional media, television and newspapers, were used more frequently than the internet or mobile phones. Overall face to face communication was preferred particularly for health and financial matters. Even internet users expressed reluctance to use it for personal matters. The research suggests that reaching older people directly may be difficult because of their isolation. Families and other, for example health, services may have a role to play.
This paper reports the findings of two phases of research conducted for the Government Pension, Disability and Carers Service (PDCS), to explore the attitudes and perceptions of people in retirement. The aim of the research was to enhance PDCS’s customer segmentation of pensioners (Odyssey) through identification of additional customer characteristics that might improve communication and service delivery. Qualitative research looked at customers’ attitudes and perceptions of their social and financial lifestyles, as well as their health and well-being. The quantitative research built upon these themes from the perspective of communicating with those of retirement age. Overall there were 22 discussion groups and 34 depth interviews. The survey involved 1,979 people. Family and, to a lesser extent, friends fulfilled important roles in the live of respondents, in many case helping to interpret information from Government services. As anticipated, age affected participants’ outlook on society, finance and health. Traditional media, television and newspapers, were used more frequently than the internet or mobile phones. Overall face to face communication was preferred particularly for health and financial matters. Even internet users expressed reluctance to use it for personal matters. The research suggests that reaching older people directly may be difficult because of their isolation. Families and other, for example health, services may have a role to play.
Subject terms:
older people, pensions, personal finance, retirement, state retirement pensions, user views, access to information, attitudes, central government, communication, families, health;