What's the appeal with first direct?

rb10

Cloudane wrote: »

I was reminded today of exactly the appeal. I wanted a new card as mine is getting a bit dodgy.

- Phone was answered in 1 ring by a human, no buttons, no queue, just straight in there
- British person on the other end (Scottish, I believe, but understood each other perfectly)
- After a few security questions I explained the situation and didn't get the slightest of argument
- New card arranged, full explanation of what to do next, pleasant chat, have a nice day.
JOB DONE

Now, it's pretty rare that I have to phone them, which is probably why a lot of people aren't bothered, but to me every time they do this I save hours of the kind of routine you'd normally face elsewhere.


RANDOM BANKS 'R' US:
- Phone the number, spend 5 minutes working through the menu system
- Hold music for 25 minutes, "your call is important to us, please hold for the next available agent"
- Indian call centre, strong accent difference, spend the next 15 minutes trying to spell out your name and security details
- "Let me put you through to the card team" (hold for another 15 minutes)
- Repeat problem, repeat security details
- "Please try the following and call us again tomorrow if it doesn't work: take a soft cloth, rub the chip, try it in the machines it failed on, once you've verified this we can authorise a new card, goodbye sir"
- Repeat the whole thing next day
- Finally get new card sent.


For the most part I agree with this site in that it's best to get the best deals, however sometimes it's good to put some value on your own time (and sanity) and FD saves me loads on those rare occasions I need to talk to them.

Have you actually called another bank recently for a transaction as simple as ordering a new card? As you appear to have just jumped to the stereotype that has little factual basis.

Most banks use UK call centres.

Most banks are actually pretty good at answering the phone quickly.

Most banks will take you through security pretty quickly.

If you were comparing FD with calling, say, BT or Virgin Media, then that would be a different story. But other banks ... there's little difference.

What you have shown is that (most) FD customers have this strong belief that they are getting something special, without that 'something special' actually being there.

MoneySaverLog

Afraid they are NOT the b's and e's of banking as they would like to believe. In my opinion there are better banks out there.

Dimey

I love them because....

1. They answer the phone straight away 24/7.
2. They are polite and speak normally, not en-script.
3. The do what they say they're going to do when they say they're going to do it.
4. They opened the account extra fast when Santander had let me down.
5. They haven't made any errors to waste my time. I can get on with life.

But I don't like that they closed all their good interest rate savings account and they limit what you can pay into the regular saver account.

Helix

rb10 wrote: »

Have you actually called another bank recently for a transaction as simple as ordering a new card? As you appear to have just jumped to the stereotype that has little factual basis.

Most banks use UK call centres.

Most banks are actually pretty good at answering the phone quickly.

Most banks will take you through security pretty quickly.

If you were comparing FD with calling, say, BT or Virgin Media, then that would be a different story. But other banks ... there's little difference.

What you have shown is that (most) FD customers have this strong belief that they are getting something special, without that 'something special' actually being there.

They are better than Lloyds TSB, you have to enter all sorts of information to get put through to someone. Then the automated system asks what your query is about and puts you through to the wrong department anyway leading you to be put through to someone else.

TheEffect

Regarding ordering a card with First Direct being easy, well you don't need to order one via the phone. You can just order a replacement via internet banking, by clicking 'order items' then 'replacement card', as you can with HSBC. NatWest allow you to order one via talking to an advisor online via internet banking.

First Direct lack standard features that many other banks have, for example, you can't see mortgages or loans on internet banking (excluding offset mortgages), you can't do simple things like update your address without messaging them, etc.

Their app is also not that great.

The good news is that First Direct are releasing an update to both their Internet Banking and the App very soon (Before September).

bossymoo

Customer survey carried out frequently by GFK always has first direct at the top of the satisfaction table - usually in excess of 90% of those interviewed are rating high or very high. Compared with usually 50-60% of the usual suspects (Barclays, Natwest, Lloyds, HSBC).

The most significant drivers in these scores seem to be customers being happy with the time it takes to get through to someone, and whether that first call resolved whatever their need was. Seems first direct get this right or their customers.

TheEffect

bossymoo wrote: »

Customer survey carried out frequently by GFK always has first direct at the top of the satisfaction table - usually in excess of 90% of those interviewed are rating high or very high. Compared with usually 50-60% of the usual suspects (Barclays, Natwest, Lloyds, HSBC).

The most significant drivers in these scores seem to be customers being happy with the time it takes to get through to someone, and whether that first call resolved whatever their need was. Seems first direct get this right or their customers.

Where I think First Direct have gone wrong is they're trying to pull in younger customers with their new add and a lower funding requirement.

Younger customers rely much more on technology and do not want to call their bank. First Direct are great for phoning, but their Internet Banking and App quite frankly are the worst I've used out of Barclays, NatWest, Lloyds and Halifax.

bossymoo

Ooh, I must be younger, then! I prefer online banking to telephone
:beer:

Actually, I must caveat those scores I mentioned relate to the banks telephone service, rather than the bank itself, if that makes sense...

mrmajika

TheEffect wrote: »

The good news is that First Direct are releasing an update to both their Internet Banking and the App very soon (Before September).

That's interesting and it's been a long time in coming. They've never committed to any timescales in the past. Have you a source for this?

TheEffect

mrmajika wrote: »

That's interesting and it's been a long time in coming. They've never committed to any timescales in the past. Have you a source for this?

I can't link directly, but if you check out First Direct lab, they've mentioned updates to Internet Banking are coming very soon.

If you check their twitter, there's been a few mentions of the new App (as well as on the FD lab). I also received a letter from FD containing a change of T&C, which stated a new app was replacing the old one.

One of the comments by First Direct on the FD lab was that 'First Direct Internet Banking will have new features which is why we're releasing a new app rather than updating the previous one'.

We should find out soon!

Edit -

Quotes from FD lab

"We are improving Internet Banking you will be glad to hear and will be informed of this via email and secure message very soon."

"You are absolutely right, we have fallen down on the updates. That is our fault and I apologise for this. We are currently reviewing everything and we are rethinking and rebuilding how we manage Labs so please be patient with us in regards to this. Being more honest and transparent is a first step in this process."

"I agree the updates to Internet Banking have been in the decline. All I ask is watch your inbox's because changes are coming. We do need to reinvest in Internet Banking ourselves as you both said and we intend to do that."

"With the updates to Internet Banking come updates to the app hence why the older version will no longer support as new functionality is being added"