Disabled consumers

Introduction

Disabled consumers are a vital part of every business – whether as customers, service users, or clients. The spending power of disabled consumers and their households in the UK is estimated at £274 billion.

What disabled consumers choose to buy and why covers spending decisions in seven key sectors of the economy based on research we conducted in 2021.

Guide to Welcoming disabled customers covers condition and disability-specific guidance, including welcoming customers with sight loss, mental health conditions, or autism.

Some resources in this collection are free and open to all. Members and Partners enjoy exclusive access to the full range of Knowledge Hub resources plus additional membership benefits. Find out more about membership.

What disabled consumers choose to buy and why

In 2021 we commissioned research by Open Inclusion (supported by Microsoft) into what disabled consumers buy and why. Here we present the findings as seven sector reports and one main report.

Deaf sales assistant wearing hearing aids and a sunflower lanyard interacts with customer with shopping basket in supermarket aisle

Open to all

Foreword by Diane Lightfoot – What disabled consumers choose to buy and why

Disabled people are consumers, clients, patients, students, service users. They are customers.

Person using walking sticks shops in a supermarket with a friend

Open to all

Foreword by Microsoft – What disabled consumers choose to buy and why

Foreword by Kristina Michalsky, General Manager, UK&I, Microsoft

Wheelchair user browses furnishings in retail store with friend

Open to all

Report – What disabled consumers choose to buy and why

In 2021, we commissioned research by Open Inclusion (supported by Microsoft) into what disabled consumers choose to buy and why.

An older woman who uses a crutch shops with a man with a less visible disability (early onset Parkinson's Disease) who is carrying bags.

Open to all

Banking and insurance – What disabled consumers choose to buy and why

Money saving experts advise consumers to shop around to ensure they are getting the best deals on insurance and savings rates.

Group of friends laugh at top of escalator at cinema. Man on left has sight loss and a facial difference. Woman in centre is Deaf. Both have long-term health conditions.

Open to all

Days out and leisure – What disabled consumers choose to buy and why

We asked disabled consumers what they liked to do for fun and the factors that influenced their choice of where to go and what to do.

A man with Down's Syndrome uses a fidget spinner and drinks juice in a cafe

Open to all

Holiday accommodation – What disabled consumers choose to buy and why

Choosing where to go on holiday should be a pleasurable experience – but for many disabled consumers it can be unnecessarily stressful.

A Deaf man wearing hearing aids has a coffee while reading a book in a cafe

Open to all

Hospitality – What disabled consumers choose to buy and why

Dining out and choosing where to go, whether for a quick coffee with a friend, a session in the pub or a relaxed meal with friends is one of life’s…

Woman with less-visible disability (PMDD) wearing a sunflower lanyard shops in supermarket

Open to all

Retail – What disabled consumers choose to buy and why

The way we shop has changed and as a result, so has the high street.

A young man with multiple disabilities uses a laptop outside.

Open to all

Technology – What disabled consumers choose to buy and why

Most of us use some form of technology every day and many of us could not now work or stay connected with our family and friends without technology.

A woman with limb loss / prosthetic leg using accessible toilet in library

Open to all

Utilities – What disabled consumers choose to buy and why

Getting the best deal on utilities has never been more topical or urgent.

Welcoming disabled customers

How to make sure your organisation welcomes new and returning customers, clients and service users.

Guide: Welcoming disabled customers

Guidance on the principles of welcoming disabled customers, including where to begin.

Two men having a meeting while looking at a tablet

Open to all

Welcoming disabled customers: Introduction

This collection of resources is intended to provide practical guidance to help you to welcome your disabled customers.

Member and Partner only

Welcoming disabled customers – Getting started

Providing an inclusive and welcoming service for disabled customers and clients is a must for every business.

Asian woman with glasses speaking to another person off camera

Open to all

Getting started: Quick tips

In this section you will find our quick tips for delivering inclusive and accessible customer service, communicating effectively, and understanding the needs of customers with different disabilities and conditions.

Member and Partner only

The importance of welcoming disabled customers

Welcoming disabled customers is an essential part of good customer service.

Open to all

Welcoming disabled customers: Workbook

The following questions will help you to recap on your learning from the ‘Getting started: Quick tips’ section of this guide.

A woman with a less visible disability (visual impairment) who wears glasses uses a cash machine.

Open to all

Supporting customers struggling to pay their bills

What can businesses do to support some of the most vulnerable people in society – including some disabled people?

Member and Partner only

Premises accessibility checklist

Download a checklist you can use to check the accessibility of your premises, broken down into 13 areas to cover.

A male office receptionist with a less-visible disability (mental health condition)welcomes a visitor who is a wheelchair user (with Chanarin-Dorfmann Syndrome)

Open to all

Everyone welcome: How to make your store inclusive for all

This guidance outlines some of the ways in which you can make sure your store is inclusive for all customers.

Wheelchair user shaking hands with another professional in the lobby of an office.

Open to all

Delivering inclusive and accessible customer service

In this resource we will help you to consider how you can make your customer service accessible and inclusive, whilst still ensuring the same standard of service.

Receptionist with short stature welcoming a colleague into an office

Open to all

Communicating effectively

In this resource we look at the ways in which you can adapt your own communication style to meet the needs of a particular customer.

Angela Matthews working in the BDF office at her desk

Open to all

Talking to disabled customers on the phone

We all have preferred ways that we like to communicate. For some people having a disability may affect the way that they communicate and may mean they have particular communication…

Member and Partner only

Appointments with disabled customers

This resources gives guidance on making appointments with disabled customers and making reasonable adjustments.

Open to all

Providing services to disabled customers in their home

When delivering services to customers in their home, it is important to keep in mind that the customer may have a disability.

Condition and disability-specific guidance on welcoming disabled customers

Guidance on welcoming customers with specific disabilities or health conditions.

Open to all

Customers who are blind or who have sight loss

How to help customers who are blind or who have sight loss.

Open to all

Customers who are deaf or have hearing loss

How to help customers who are deaf or have hearing loss.

Open to all

Customers with conditions affecting speech

How to help customers with conditions affecting speech.

A male wheelchair user holds a T shirt up in a clothing store to show a friend.

Open to all

Customers with conditions affecting mobility

How to help customers with conditions affecting mobility.

Person with facial difference and sight loss laughs with colleague while making cup of tea

Open to all

Customers with a disfigurement or visible difference

Some people are born with a disfigurement or visible difference and others acquire it through an accident or illness.

Person wearing a sunflower lanyard to show less-visible disabilities reads worksheets using tinted coloured overlay to aid reading

Open to all

Customers with conditions affecting learning or communication

How to help customers with conditions affecting learning or communication.

Employee with autism scanning a book at a computer at desk in library

Open to all

Customers with autism and Asperger’s syndrome

Having autism and Asperger’s syndrome can affect how a person communicates.

Woman with dyslexia and other less-visible disabilities uses a highlighter while sitting at a desk in front of screens

Open to all

Customers with dyslexia

Given that up to one in 10 people have dyslexia (according to the British Dyslexia Association), you are very likely to meet customers with this condition.

Woman with a mental health condition uses a fidget toy at work

Open to all

Customers with mental health conditions

Given that one in six people experience a mental health condition each year, you are likely to come across many customers with a wide range of mental health needs.

If you require this content in a different format, contact enquiries@businessdisabilityforum.org.uk.

© This resource and the information contained therein are subject to copyright and remain the property of the Business Disability Forum. They are for reference only and must not be copied or distributed without prior permission.

Bookmark (0)

Please login to bookmark

Interested in membership?

Interested in membership?

Interested in membership?

Interested in membership?

Interested in membership?

Interested in membership?

Introduction

What disabled consumers choose to buy and why

Welcoming disabled customers

Guide: Welcoming disabled customers

Condition and disability-specific guidance on welcoming disabled customers

Stay up to date, sign up for our newsletter