First Direct is a telephone and internet-based retail bank in the United Kingdom, a division of HSBC Bank plc. First Direct has headquarters in Leeds, West Yorkshire, England, and has 1.35 million customers. It maintains a reputation for superior customer service, awarded Most Trusted Financial Provider by Moneywise, first place in the 2015 Which? customer service survey.
First Direct is based at two call centres in Stourton and Hamilton, South Lanarkshire, Scotland. Hamilton is the larger of the two call centres. The Leeds call centre handles risk assessment and some processing activities, and the Hamilton call centre shares space with HSBC Direct banking.
|Products||Credit cards Loans Savings Mortgage loans Stockbroking|
|Headquarters||Leeds, West Yorkshire, England|
|Parent||HSBC Bank plc|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Financial Services / Banking is 18.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If First Direct sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of First Direct with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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