Closing the confidence gap: how older adults navigate the digital world

The European study - Closing the confidence gap: how older adults navigate the digital world - was commissioned by Vodafone Foundation. It found that while digital technology is embedded in the daily lives of older adults, digital confidence remains the single biggest barrier preventing them fully benefiting from online tools and services.

The findings are based on a large‑scale Ipsos survey of 6,000 respondents aged 55+ across six markets: Ireland, the UK, Germany, the Netherlands, the Czech Republic and Romania.

The study found that digital participation is now mainstream among Europe’s older population, with 91% of older adults using digital devices daily including within the 75+ age group. Smartphones are by far the most widely used device for communication, accessing information and managing daily tasks.

However, despite widespread online tech use, the report shows a persistent and significant confidence gap amongst older adults:

• 69% of respondents report making mistakes or having low confidence when using digital devices.
• 55% globally say digital technology is moving too fast for them to keep up.
• 53% want clearer, simpler explanations when apps or interfaces change.
• 47% believe better privacy and security features would help them feel more confident.

The research offers clear lessons for governments, charities and industry, with Vodafone Foundation calling for digital inclusion strategies to be founded around three principles:

1. Prioritise confidence before complexity - Digital training must focus on reducing fear of mistakes, demystifying devices and giving older people the reassurance they need to use technology independently.
2. Invest in community‑led learning - Local libraries, community centres, charities and intergenerational initiatives are the most effective drivers of digital inclusion for older adults. These trusted environments offer the encouragement, patience and social connection that online‑only or classroom‑style training cannot replicate.
3. Embed human‑centred design in digital services - Technology companies and public service providers must recognise that constant interface changes, unclear updates and confusing layouts erode confidence. Systems should evolve with the needs of ageing users, not against them