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first direct tops all banks and building societies for customer service

21 Jan 2015

New UKCSI report puts first direct top for service

With a score of 86.7 points (out of 100) first direct is once again number one when it comes to customer satisfaction for banks and building societies, according to the latest UK Customer Service Institute report.  The bank has also increased its score across all sectors to come joint second overall, up from third place last year.

The report looks at customer experiences across 200 organisations in the UK and is the Institute of Customer Service’s national measure for customer satisfaction.

Karen Walker, Director of Service at first direct commented:

‘I’m blown away by the results, not only to be recognised as providing the best customer experience in financial services but to come joint second overall beaten only by John Lewis is fantastic news. Our people love our customers and, when customers give us this recognition, it not only makes their year but keep going that extra mile to make sure every contact a customer has with us is a great experience.’

 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.’

For further information please contact Amanda.brown@firstdirect.com on 01132766700 or Rebecca.sykes@firstdirect.com on 01132766899.

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