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Voice of the Customer

First Direct has continued its success with a consistent improvement across all of Nunwoods’s Six Pillars of Excellence, proving that the great companies manage all Six Pillars as an integrated whole.

Particularly standing out against the industry for demonstrating empathy and its approach to resolution, consumers praised the seamless service across online and telephony. Citing staff knowledge, their ability to answer the phone quickly without the need to navigate a telephony routing system, and power to deal with non-standard procedures at their discretion, as key factors in an outstanding customer experience.

But what is behind this customer experience success? As is evident among many of the brands in the top 10, the company puts its employees first. First Direct employees are evangelical about their brand, and as a result, are proud of delivering a great job every day for their customers. They cannot do enough for their customers and it is recognised. First Direct achieve this through their character-based approach to recruitment: almost half of employees are recruited by employees, and they also tend to recruit from within the care and hospitality professions, finding a genuine concern for ensuring customers are happy.

Such recognition of the importance of employees in demonstrating an unwavering commitment to customers is a refreshing approach to banking by First Direct.

·        Engage Customer and Nunwood are holding a webinar examining the latest UK customer experience excellence results on Friday October 10 at 12 noon.  REGISTER for the live broadcast or to receive the recording.

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