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First Direct

  Financial Services in the UK

First Direct overall Effort Score: 67 First Direct vs 68 First Direct last quarter
Sector Effort Score benchmark: 58 First Direct vs 58 First Direct last quarter

First Direct retains second place just behind Nationwide at the top of the table after seeing its Overall Effort Score drop by -1 to 67.

The UK bank couldn't maintain its exceptional performance last quarter, which saw all of its pillars ranking between 90 and 100. Instead it finds all its scores now between a respectable 63 and 73.

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Customer Effort in detail

Style of Communication 73 vs 98 last quarter

59% say the politeness of their customer service agents is 'excellent'

63% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge and Expertise 70 vs 100 last quarter

61% rate the expertise of the customer service agent as 'excellent'

56% 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 67 vs 91 last quarter

55% rate this brand as 'excellent' for how they made them feel valued/important as a customer

58% say the way they understood their needs was 'excellent'

56% say the range of solutions or options that were suitable was "excellent"

Speed Solving the Problem 63 vs 90 last quarter

48% rate how easy it was to find the information they wanted on the website/app as 'excellent'

61% 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"

59% rate how quickly they were able to achieve they they set out to do, or resolve their issue 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.