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GMC Software Technology comment on results of latest UKCSI - Challenger banks drive improvement PDF Print E-mail
Tuesday, 14 July 2015

The Institute of Customer Service has today released the findings of the UK Customer Satisfaction Index (UKCSI), which has found that first direct is the highest placed UK organisation for customer service.

According to GMC Software Technology, the fact that a bank tops the table, ahead of usual retail stalwarts such as John Lewis, shows the rapid improvement the financial sector is showing in customer service.
Commenting on why competition from the likes of Atom Bank are driving this focus on customer service, Mike Davies, Vice President EMEA North, GMC Software Technology said:

“Banks and building societies is the only UK industry sector where customers are more satisfied today than they were in 2012, according to the latest UK Customer Service Index. The fact that first direct comes top of the table highlights the improvement we’re seeing for customer service within the banking sector. While other sectors are suffering a fall in customer satisfaction, banking is bucking the trend and has moved up to fourth place in the index of sectors. For first direct to be placed higher than the retail giants is a marked change for banks, who are now beginning to win back trust from customers.

“At GMC we’re seeing more banks turn to the latest customer communication technologies in order to provide exceptional customer service. With the likes of Metro Bank entering the fray and the threat of startups like Atom Bank on thehorizon, more established banks are having to work hard to cement their position on the High Street. Adopting the latest technologies and communicating with customers at the right time, through the right channel, is an effective way for banks to differentiate their service from competitors.

“Banks must continue to focus heavily on customer service to stop customers switching to competitors. This news from the UKCSI shows first direct is leading the way, and other banks can benefit from following its example.”

(Source - GMC Software Technology Comment) 


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