Reduce missed debt advice appointments using behavioural science
The Money and Pensions Service (MaPS) has developed a new communication system based on behavioural science, designed to reduce the number of clients missing appointments across the debt advice sector.
MaPS supported eight participant organisations to implement the intervention which resulted in a significant reduction in the number of missed appointments (‘no-shows’) by almost one quarter (24%).
We encourage debt advice providers to download the report and use the learnings to review their current communications with clients. You can also download our toolkit which includes templates for email, post and SMS communication, alongside a guide to the new communication system.