first direct joint second overall in the UK Customer Services Index

15 Jan 2015

And tops in the financial services sector

first direct has ranked second overall in the January 2015 UK Customer Satisfaction Index (UKCSI), the national measure of customer service published every six months by the Institute of Customer Service.

first direct scored 86.7 points (out of 100) well over the UKCSI average of 76.0 points, meaning it is amongst the best performing organisations in the UK for customer satisfaction. It demonstrates the importance the company attaches to customer service as a strategic business objective.

Jo Causon, CEO of the Institute of Customer Service said:

“I would like to congratulate first direct on its achievements in the 2015 UKCSI. This year’s results show evidence of the fast paced and challenging environment that organisations are facing. Although the overall score and scores of some of the top performers have decreased there is a significant variation of scores across the index.

The UKCSI shows that there is huge potential for organisations to drive growth, brand loyalty and trust through improving customer service. Customers expect an ongoing dialogue and relationship with organisations - rather than to be treated just as part of a transaction - using a mixture of new and existing channels to engage. With this in mind, it is clear that organisations need to look more closely at the experience they are delivering to customers in order to identify how it can be improved.”

To find out more please see the attached executive summary.

ics-uk-exec-summary-jan15-standard.pdf