Sorry, I completely missed this. It’s buried underneath links to other stories and all sorts. My apologies…

By ‘the same people’, I don’t quite mean exactly the same individuals, although they could be. We do know from some research we did that a lot of people who use our face to face service have used the website first.

What I mean more is that there aren’t two distinct groups — people who will only ever be website users and people who will only ever be face to face clients. They overlap — the issues they want advice on are pretty similar — and the choice of channel is likely due to the nature of the problem as well as the individual’s preference.

I do take your point about online users being on average younger. It’s also notable that we see a greater share of people seeking employment advice online than face to face. Which makes sense — they are at work when they’re looking for advice!