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Its official (again) – first direct no. 1 for customer experience

22 Sep 2016

first direct has come top of KPMG Nunwood’s annual UK Customer Experience Excellence analysis

first direct has been voted the UK’s best brand for customer experience in 2016, according to the respected KPMG Nunwood UK Customer Experience Excellence Centre Analysis.

Based on interviews with over 10,000 UK consumers, more than 280 brands were evaluated, across 11 different sectors. The analysis measures what KPMG Nunwood describes as the 'six pillars' of customer service: Personalisation, Integrity, Expectations, Resolution, Time and Effort and Empathy. 

Commenting, Tracy Garrad, chief executive of first direct , said:

“Our customers’ experience is everything to first direct , and everything we do starts and ends with the customer. We never settle for second best, and work extremely hard to make sure we never forget what makes us different is the way we deliver our services.

“In the last year or so we’ve made improvements to the functionality on our banking app, and enabled customers to do more standard transactions securely from their mobile device. We’ve also added greater digital functionality to our verification checks, launching Touch ID verification, and now most recently Voice ID – the first retail bank in the UK to make this the primary method of verification for customers on the phone.”


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