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    • MSE Megan F
    • By MSE Megan F 15th Aug 18, 9:05 AM
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    MSE Megan F
    MSE News: First Direct takes the lead as banks now have to say if their own customers...
    • #1
    • 15th Aug 18, 9:05 AM
    MSE News: First Direct takes the lead as banks now have to say if their own customers... 15th Aug 18 at 9:05 AM
    Banks will now have to publish how likely their own customers are to recommend them for customer service as part of new measures designed to make it simpler for consumers to compare and switch...

    Read the full story:
    'First Direct takes the lead as banks now have to say if their own customers would recommend them'

    Click reply below to discuss. If you havenít already, join the forum to reply.
    Last edited by MSE Luke; 15-08-2018 at 3:53 PM.
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Page 1
    • Paul_Herring
    • By Paul_Herring 15th Aug 18, 9:56 AM
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    Paul_Herring
    • #2
    • 15th Aug 18, 9:56 AM
    • #2
    • 15th Aug 18, 9:56 AM
    A key measure of service will be whether customers would recommend their bank to family and friends.
    Pointless exercise, since I always, always give the lowest score possible to this question whenever it crops up - and a not insubstantial number of others do too.

    Exemplified by the following:



    And, more comedically:

    Conjugating the verb 'to be":
    -o I am humble -o You are attention seeking -o She is Nadine Dorries
    • Gary_Dexter
    • By Gary_Dexter 15th Aug 18, 10:09 AM
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    Gary_Dexter
    • #3
    • 15th Aug 18, 10:09 AM
    • #3
    • 15th Aug 18, 10:09 AM
    How did FD's banking app and online banking get such a high score?

    It's a horrible, horrible mess
    • JuicyJesus
    • By JuicyJesus 15th Aug 18, 10:15 AM
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    JuicyJesus
    • #4
    • 15th Aug 18, 10:15 AM
    • #4
    • 15th Aug 18, 10:15 AM
    I'm interested in how (for example) HSBC got 55% for "overall service" but scored above 60% in all categories.
    urs sinserly,
    ~~joosy jeezus~~
    • steve_blake1490667
    • By steve_blake1490667 15th Aug 18, 10:56 AM
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    steve_blake1490667
    • #5
    • 15th Aug 18, 10:56 AM
    • #5
    • 15th Aug 18, 10:56 AM
    How did FD's banking app and online banking get such a high score?

    It's a horrible, horrible mess
    Originally posted by Gary_Dexter
    Actually i find the FD iOS app on my iPhone X brilliant. It allows me to login using face ID, I can setup new payees in second and works well without any issues. Seems to be very slick on my Iphone X

    Their online (website) banking is a bit basic, but it does everything so can't really complain.
    • camelot1971
    • By camelot1971 15th Aug 18, 11:03 AM
    • 1,133 Posts
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    camelot1971
    • #6
    • 15th Aug 18, 11:03 AM
    • #6
    • 15th Aug 18, 11:03 AM
    How did FD's banking app and online banking get such a high score?

    It's a horrible, horrible mess
    Originally posted by Gary_Dexter
    No, it's not. Is it as slick as some other banks? No. It's perfectly serviceable though. It uses finger print ID, I can see my transactions, I can move money about - what more do you need?
    • eskbanker
    • By eskbanker 15th Aug 18, 11:18 AM
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    eskbanker
    • #7
    • 15th Aug 18, 11:18 AM
    • #7
    • 15th Aug 18, 11:18 AM
    ....and the last few posts neatly encapsulate what a complete waste of time it is trying to measure anything by woolly and vague qualitative (and inherently subjective) opinions! As the article says, much more meaningful quantitative measures of banks' service will be along in the near future.
    • Paul_Herring
    • By Paul_Herring 15th Aug 18, 11:56 AM
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    Paul_Herring
    • #8
    • 15th Aug 18, 11:56 AM
    • #8
    • 15th Aug 18, 11:56 AM
    Actually it's not a high number of people who do what you do
    Originally posted by far-sighted
    I didn't say that they did. "Not insubstantial" != "high".

    And, there are ways of tweaking that question to deal with people like you - to get you to answer it :-)
    Originally posted by far-sighted
    Typically these questions require an answer before submission, thus it doesn't need tweaking.

    Oh - you mean tweak "in order to get the answers you're after"? I have no doubt.

    If asked for a recommendation for a credit card that charges usurious amounts of interest on balances how likely would you suggest BarcWest ?
    That would almost certainly get a ..... same response from me. For different reasons though.

    But you can't tell the difference between "0 because the subject thought it a stupid question" or "0 because the subject seriously wouldn't recommend the company if they were the last company on earth."

    And if it could be determined (say, from responses to previous questions,) then this question is simply rendered redundant.

    PS. Oh, and there are companies out there measuring their customer service employees using this question.
    Originally posted by far-sighted
    Then they are bad companies. And as such I'd probably be even less likely to recommend them.

    Specifically, unlike anecdotally recommending companies, I'm far more likely to tell people to steer clear.

    Actually that would be one way of tweaking it - at least to get a more accurate answer out of me:

    How likely are you to complain about $COMPANY on social media?

    Code:
    o 0 (unlikely)   o 1   o 2   o 3   o 4   o 5   o 6   o 7   o 8   o 9 (highly likely)
    Don't see that gaining much friction against those that deal with boardroom members, however.

    You know, when you call and at the end of the call they send you this question via text or email. I'm not saying it's a good way of rewarding/punishing employees like this, I'm just saying that some companies do.

    So when you give that 0 rating to someone who did a great customer service job, you might be hurting their bonus or their evaluation. Luckily - as I said - not many like you :-)
    If that's the only question they're sending, then they're even more of a bad company. If (as has been my experience) they specifically ask questions about the employee I dealt with and how they specifically dealt with me, then they will likely generate much more positive scores for those questions. (Well, presuming they actually deserve them of course - they're nevertheless more accurate against what they're trying to measure.)
    Conjugating the verb 'to be":
    -o I am humble -o You are attention seeking -o She is Nadine Dorries
    • VT82
    • By VT82 15th Aug 18, 12:06 PM
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    VT82
    • #9
    • 15th Aug 18, 12:06 PM
    • #9
    • 15th Aug 18, 12:06 PM
    Big banks not being competitive enough because only 3% of customers switched last year??? Get a grip!


    It is up to businesses how competitive they want to be. And relentlessly pushing for ever higher levels of switching serves no purpose but to feed an unproductive cottage industry that does not serve a beneficial purpose to the economy.
    • scaredofdebt
    • By scaredofdebt 15th Aug 18, 12:48 PM
    • 1,438 Posts
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    scaredofdebt
    I've been with FD for about 20 years now, not too happy that recently they decided to remove my overdraft facility without warning and got a letter to advise 5 days later.

    Note to FD, if you are going to remove an overdraft at least give your customers a bit of notice!

    (I have written to complain)

    Regards their online service, it is pretty basic as parts of their IT infrastructure are pretty archaic, their call centre based system is built on a customised telesales system from the 1980s!
    Last edited by scaredofdebt; 15-08-2018 at 12:52 PM.
    Make £2018 in 2018 Challenge - Total to date £2,108
    • JuicyJesus
    • By JuicyJesus 15th Aug 18, 3:18 PM
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    JuicyJesus
    I've been with FD for about 20 years now, not too happy that recently they decided to remove my overdraft facility without warning and got a letter to advise 5 days later.

    Note to FD, if you are going to remove an overdraft at least give your customers a bit of notice!
    Originally posted by scaredofdebt
    All banks reserve the right to do this and have done it to some of their customers at some point. This isn't peculiar to FD.
    urs sinserly,
    ~~joosy jeezus~~
    • WillPS
    • By WillPS 15th Aug 18, 3:23 PM
    • 338 Posts
    • 167 Thanks
    WillPS
    Still don't understand why First Direct gets quite so much hype. Their application process is ludicrously slow. Their online banking facility is extremely archaic. Their app was rubbish too (although like HSBC I understand it's got better, if it's like HSBC then it's still only really parr at best).

    The customer service was OK. The whole get through to a person thing is a gimmick, all that person does is do security with you and make you wait for someone else. It's no better than the normal phone menu system with automated security, except you talk to a human to do it instead.

    It's pretty much HSBC with a slightly different front end.

    It was worth it for £225, but I don't see any point in switching to them otherwise.

    If you actually want a refreshingly different banking product then Starling, Monzo and Metro are the ones to consider IMO.
    • JuicyJesus
    • By JuicyJesus 15th Aug 18, 4:40 PM
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    JuicyJesus
    The customer service was OK. The whole get through to a person thing is a gimmick, all that person does is do security with you and make you wait for someone else. It's no better than the normal phone menu system with automated security, except you talk to a human to do it instead.
    Originally posted by WillPS
    I generally agree with most of your post (I think FD are overrated and are not noticeably "better" than, say, Nationwide or Halifax in many respects) however this bit isn't quite true. One of FD's "things" is that they try and make sure you can do as much as possible as quickly as possible with the first person who you speak to.

    However... that still doesn't really matter, because as mentioned their service is basically just standard otherwise, and all banks do try to meet that standard in some sense. If anything I found them to have a real snooty, "better-than-thou" "you're-not-fit-to-bank-with-us-peasant" attitude. And when they really are just rebranded HSBC at this point, I can't recommend them too highly.
    urs sinserly,
    ~~joosy jeezus~~
  • archived user

    However... that still doesn't really matter, because as mentioned their service is basically just standard otherwise, and all banks do try to meet that standard in some sense. If anything I found them to have a real snooty, "better-than-thou" "you're-not-fit-to-bank-with-us-peasant" attitude. And when they really are just rebranded HSBC at this point, I can't recommend them too highly.
    Originally posted by JuicyJesus
    I tried them out and was less than impressed - I got money to join and money to leave.

    When they came across an issue, they played it down and actually said they were 'amongst the highest rated banks' rather than just fixing their problem.

    I'm also sure if you are a 'branchless' bank that only accepts affluent customers then it's easier to be nice.
    • BoGoF
    • By BoGoF 16th Aug 18, 6:22 AM
    • 5,916 Posts
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    BoGoF
    Im another who thinks FD are over-rated.

    Manual security set up after account opening - in this day and age why do we need to phone to register passwords.

    Basic app features - can't view actual credit card statements.

    I switched purely for the free cash and once a suitable switching offer comes up I'm off.
    • spenderdave
    • By spenderdave 16th Aug 18, 6:58 AM
    • 504 Posts
    • 291 Thanks
    spenderdave
    I would never recommend anybody what bank they should be using. I am not a financial advisor. The whole thing is a nonsense, I would always answer 'never' whatever I personally thought of a bank.
    • EarthBoy
    • By EarthBoy 16th Aug 18, 7:27 AM
    • 2,228 Posts
    • 1,579 Thanks
    EarthBoy
    I would never recommend anybody what bank they should be using. I am not a financial advisor. The whole thing is a nonsense, I would always answer 'never' whatever I personally thought of a bank.
    Originally posted by spenderdave
    Wouldn't you be better not completing the surveys at all, rather than giving inaccurate answers?
    • Paul_Herring
    • By Paul_Herring 16th Aug 18, 7:39 AM
    • 7,035 Posts
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    Paul_Herring
    Wouldn't you be better not completing the surveys at all, rather than giving inaccurate answers?
    Originally posted by EarthBoy
    I saw no inaccuracy there...

    I would never recommend anybody what bank they should be using. I am not a financial advisor. The whole thing is a nonsense, I would always answer 'never' whatever I personally thought of a bank.
    Conjugating the verb 'to be":
    -o I am humble -o You are attention seeking -o She is Nadine Dorries
    • Blaise in Surrey
    • By Blaise in Surrey 16th Aug 18, 8:09 AM
    • 14 Posts
    • 3 Thanks
    Blaise in Surrey
    I heartily recommend Nationwide: been with them for years and their internet banking and phone app are excellent. Iíve looked at FD as my daughter is with them and likes them, but I prefer the online interface of Nationwide.
    • OceanSound
    • By OceanSound 16th Aug 18, 8:51 AM
    • 792 Posts
    • 125 Thanks
    OceanSound
    No, it's not. Is it as slick as some other banks? No. It's perfectly serviceable though. It uses finger print ID, I can see my transactions, I can move money about - what more do you need?
    Originally posted by camelot1971
    Pretty sure it dosen't have fingerprint ID on android. Are you an apple user by any chance?
    HSBC use to have fingerprint login only for the apple version of the app, now it's introduced it for a select range of android (which I'm sure only a few customers use). They are yet to introduce it across all android phones.
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