First Direct ahead in customer recommendations league enforced by CMA

By Bruno Reis

First Direct has been announced as the bank with the highest customer satisfaction in the UK, with 85% of customers recommending the overall service.

British banks revealed figures relating to customer response following an order from the Competition Market Authority (CMA) made in 2016.

CMA required financial establishments to publish bi-annual results of customer satisfaction in a bid to make the industry more competitive.

Metro Bank ranked second with 83% of customers recommending the service, followed by Nationwide which received 73% satisfaction.


The survey also addresses ‘online and app service’, ‘overdraft service’, and ‘branch service’, with First Direct having the highest or joint-highest percentage points in the categories it entered.

“For the first time, people will now be able to easily compare banks on the quality of the service they provide, and so judge if they’re getting the most for their money or could do better elsewhere,” said Adam Land, CMA’s Senior Director.

“This is one of the many measures – including Open Banking and overdraft text alerts – that we put in place to make banks work harder for their customers and help people shop around to find the best deals for them.”

As part of the study, approximately 1,000 people per bank will be surveyed every year across the country, with 16,012 people question in total for the current results.

The next table will be unveiled in February, followed by the following August.


Featured Articles

SAP creates new EMEA region and announces new President

SAP has announced it has appointed a new President for a newly-created EMEA region, aiming to make the most of the opportunities of cloud and AI technology

How SAP is facilitating continuous business transformation

Technology giant SAP has expanded its portfolio with the acquisition of LeanIX, a leader in enterprise architecture management (EAM) software

Siemens and Microsoft: Driving cross-industry AI adoption

To help businesses achieve increased productivity, Siemens and Microsoft are deepening their partnership by showcasing the benefits of generative AI

Sustainability must become central to corporate strategy


The endless benefits of putting your people first

Leadership & Strategy

Working from anywhere: SAP uncovers secret life of employees

Human Capital