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;
This paper briefly summarises research designed to gain an understanding of both the process and expectations of retiring and what being retired means for those who have done so. It also explored definitions of both retirement and being a pensioner, negative and positive connotations of both, as well as participants’ ability, and desire, to plan financially for the future. This included finding out what both pensioners and pre-pensioners knew about State Pension, Pension Credit, and other government services, and what their expectations are, or were, about government interaction and communications that took place in the lead up to attaining State Pension age. Eighteen discussion groups were conducted across two waves of research in England and Wales. The key variable in terms of attitudes throughout the research was between those who had retired and those who had not. Those not yet retired described apprehension in respect of financial and social losses. They were able to save whereas those already retired often budgeted week by week. There were low expectations amongst many pre-pensioners that the State Pension will be able to adequately provide for them in later life. The report concludes that it is imperative that communications are tailored correctly for different groups of pre-pensioners and of pensioners who can have very different needs.
This paper briefly summarises research designed to gain an understanding of both the process and expectations of retiring and what being retired means for those who have done so. It also explored definitions of both retirement and being a pensioner, negative and positive connotations of both, as well as participants’ ability, and desire, to plan financially for the future. This included finding out what both pensioners and pre-pensioners knew about State Pension, Pension Credit, and other government services, and what their expectations are, or were, about government interaction and communications that took place in the lead up to attaining State Pension age. Eighteen discussion groups were conducted across two waves of research in England and Wales. The key variable in terms of attitudes throughout the research was between those who had retired and those who had not. Those not yet retired described apprehension in respect of financial and social losses. They were able to save whereas those already retired often budgeted week by week. There were low expectations amongst many pre-pensioners that the State Pension will be able to adequately provide for them in later life. The report concludes that it is imperative that communications are tailored correctly for different groups of pre-pensioners and of pensioners who can have very different needs.
Subject terms:
leisure activities, occupational pensions, older people, personal finance, personal pensions, retirement, state retirement pensions, user views, access to information, attitudes, anxiety, central government, communication;
This study was designed to gain an understanding of both the process and expectations of retiring and what being retired means for those who have done so. It also explored definitions of both retirement and being a pensioner, negative and positive connotations of both, as well as participants’ ability, and desire, to plan financially for the future. This included finding out what both pensioners and pre-pensioners knew about State Pension, Pension Credit, and other government services, and what their expectations are, or were, about government interaction and communications that took place in the lead up to attaining State Pension age. Eighteen discussion groups were conducted across two waves of research in England and Wales. The key variable in terms of attitudes throughout the research was between those who had retired and those who had not. Those not yet retired described apprehension in respect of financial and social losses. They were able to save whereas those already retired often budgeted week by week. There were low expectations amongst many pre-pensioners that the State Pension will be able to adequately provide for them in later life. The report concludes that it is imperative that communications are tailored correctly for different groups of pre-pensioners and of pensioners who can have very different needs.
This study was designed to gain an understanding of both the process and expectations of retiring and what being retired means for those who have done so. It also explored definitions of both retirement and being a pensioner, negative and positive connotations of both, as well as participants’ ability, and desire, to plan financially for the future. This included finding out what both pensioners and pre-pensioners knew about State Pension, Pension Credit, and other government services, and what their expectations are, or were, about government interaction and communications that took place in the lead up to attaining State Pension age. Eighteen discussion groups were conducted across two waves of research in England and Wales. The key variable in terms of attitudes throughout the research was between those who had retired and those who had not. Those not yet retired described apprehension in respect of financial and social losses. They were able to save whereas those already retired often budgeted week by week. There were low expectations amongst many pre-pensioners that the State Pension will be able to adequately provide for them in later life. The report concludes that it is imperative that communications are tailored correctly for different groups of pre-pensioners and of pensioners who can have very different needs.
Subject terms:
leisure activities, occupational pensions, older people, personal finance, personal pensions, retirement, state retirement pensions, user views, access to information, attitudes, anxiety, central government, communication;