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First Direct

  Financial Services in the UK

First Direct overall Effort Score: 67 First Direct vs 67 First Direct last quarter
Sector Effort Score benchmark: 59 First Direct vs 58 First Direct last quarter

First Direct has maintained both its 2nd position in the UK Financial Services rankings and its Overall Effort Score of 67 again this quarter.

Meanwhile, its Valuing the Customer score increased +2 points to 69. The company continues to excel in how it makes customers feel important/valued as a customer and how it understands its customers needs.

Despite this, there are areas of improvement the bank can focus on. Its Style of Communication score dropped by -3 points. The largest markdown from its customers was where 5% fewer rated its ability to communicate with them in their chosen language as 'excellent', dropping from 63% to 58%. Its politeness ranking dropped, too, with 57% rating it as ‘excellent’ compared to last quarter’s 59%.

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Customer Effort in detail

Style of Communication 70 vs 73 last quarter

57% say the politeness of their customer service agents is 'excellent'

58% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge and Expertise 69 vs 70 last quarter

59% rate the expertise of the customer service agent as 'excellent'

53% say the way details were clearly explained to them was 'excellent'

57% rate how well the customer service agent understood their particular problem or question as 'excellent'

Understanding & Valuing the Customer 69 vs 67 last quarter

59% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

61% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

50% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

Speed Solving the Problem 63 vs 63 last quarter

46% rate how easy it was to find the information they wanted on the website/app as 'excellent'

57% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

50% rate how they were not left 'on-hold' or in a call queuing system for a long time as 'excellent'

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.

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