Vodafone Flags Digital Confidence Gap in Senior Users

Older people across Europe are largely online, yet many lack the confidence to fully engage with digital services, according to new research carried out by the Vodafone Foundation.

The findings show that while connectivity is widespread, the ability of older users to access services easily is uneven, making digital inclusivity a necessary consideration for telco companies.

The study is based on an Ipsos survey of 6,000 people aged 55 and above across Ireland, the UK, Germany, the Netherlands, the Czech Republic and Romania.

It finds that 91% of older adults use digital devices daily, with smartphones leading as the primary tool for communication and everyday tasks. Despite this, only one in three older adults feel confident using new digital tools.

A total of 69% report low confidence or a fear of making mistakes, while 55% say technology is advancing too fast. This gap highlights a disconnect between network availability and user experience of telcos.

Telcos face inclusion challenge beyond connectivity

The findings spotlight a shift in expectations for telcos, as access alone no longer defines digital inclusion. 67% of older adults believe loneliness is increasing within their age group.

However, they do not rely on digital tools to help with the feeling of loneliness, preferring offline activities such as meeting friends and outdoor activities.

68% also report they "fairly often" or "occasionally" encounter the stereotype that older people struggle with technology.

This can lead to further loss of confidence which can be a barrier to adoption of online services.

Lisa Felton, Managing Director of Vodafone Foundation, says: "Public services, banking services, online healthcare and basic social infrastructure increasingly assume a level of digital fluency.

"Connectivity is important, but as governments pursue digital by default strategies it's critical that older people are not at risk of being left behind by a confidence gap."

As digital by default strategies become more common, where services are primarily delivered online, telcos play a role in ensuring users can access and trust these platforms.

Trust, security and support shape user engagement

Concerns around security are a major factor in how older users interact with telecoms services, according to the report. Across Europe, 62% worry about personal information being misused online.

In markets including Ireland, Romania and the UK, more than 70% express concern about scams closely tied to mobile and broadband usage.

Even in more digitally mature markets like Germany and the Netherlands, over half of respondents remain concerned about data protection.

The study also highlights how learning preferences affect engagement, with more than half of older adults prefer in-person learning.

Lisa says: "Our research shows that older people learn best in supportive, social environments where they can build skills together.

"We need to invest in digital confidence programmes like Vodafone Foundation's Hi Digital to unlock the potential of older generations and ensure they can participate fully in society."

Market differences shape telecom strategies

The research points to variations across European markets.

In the UK, Germany and the Netherlands, usage levels are high but confidence remains uneven, suggesting that mature telecom markets still face usability challenges.

Ireland stands out for openness to learning, with 9 in 10 of respondents willing to develop new skills.

In the Czech Republic and Romania markets, 43% of older adults lack understanding of apps or websites and 36% fear making mistakes, which indicates a demand for foundational digital education alongside connectivity services.

The overall findings point to a broader role that extends beyond infrastructure, combining connectivity with education and user-focused service design to support an ageing yet digitally active population.