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first direct comes top in Which? Money mortgage lender satisfaction survey

24 Sep 2009

In a recent survey conducted by Which? Money* first direct came out on top for mortgage customer satisfaction with a score of 91 per cent.

The consumer champion found that first direct  is well above the average customer satisfaction score for mortgage lenders which increased this year to 62 per cent from 58 per cent last year. 

Customers gave first direct top scores** for the overall cost of deal, customer service, clarity of their statements and how well they were kept up to date with rate changes.

James Daley, Editor, Which? Money, says:

"The cost of the deal is usually the top priority when it comes to choosing a mortgage provider, but getting good service matters too. It's encouraging to see that mortgage lenders have seen an increase in customer satisfaction after a difficult year."

Jimmy Kelly, Head of Mortgages, first direct commented:

"It's great to receive this recognition from the people that matter, our customers.  first direct is well known for its excellent customer service, so to be recognised and praised for the great things we do in other areas of service and satisfaction is fantastic."

- Ends -

If you're a prospective customer and would like to find out more please call us on 0800 24 24 24 or visit us at www.firstdirect.com .

Notes to editor

For further information on the press release please contact Rebecca Hirst on 01132 766899 or Rebecca.hirst@firstdirect.com or Amanda Brown on 01132 766700 or Amanda.brown@firstdirect.com

For immediate information and news on first direct please visit www.newsroom.firstdirect.com and set up an RSS feed to receive information as it goes live at.

About Which?

Which? is the leading independent consumer champion in the UK, providing impartial, expert information on thousands of products and services to help make individuals as powerful as the organisations they have to deal with in their daily lives.  To find out more go to www.which.co.uk.

For more information visit www.which.co.uk/money

* In June and July 2009 Which? Money surveyed 1,915 members of the Which? online panel about their mortgage lender.

** Five out of five stars.

USING THE TABLE Below we show how the 17 lenders we were able to rate in our survey performed on various aspects of service and overall customer satisfaction. Star ratings out of five show levels of satisfaction with the interest rate Which? members are getting on their mortgage; the overall cost of their deal; clarity of their statements; customer service and how well they are kept up to date with interest rate changes. Satisfaction scores are worked out using a combination of overall satisfaction and how likely members are to recommend their lender to a friend.  n/a = sample size too small.

Lender

Interest rate

Overall cost of deal

Clarity of statements

Customer service

Keeping you up to date with rate changes

Satisfaction score (%)

first direct (192)

****

*****

*****

*****

*****

91

One Account (74)

**

****

*****

*****

*****

77

Coventry BS (76)

****

*****

****

*****

n/a

75

Britannia BS (110)

***

****

****

****

*****

74

Nationwide BS (632)

***

****

****

****

*****

69

Intelligent Finance (92)

***

****

****

****

****

69

HSBC (118)

*****

*****

****

***

*****

67

Cheltenham & Gloucester (252)

****

****

****

***

*****

63

Yorkshire BS (82)

**

***

****

****

n/a

61

Alliance & Leicester (134)

***

****

****

***

****

59

Woolwich (298)

****

*****

****

***

***

59

Natwest (88)

**

****

****

***

*****

57

Royal Bank of Scotland (70)

**

***

****

***

***

53

Barclays (83)

****

****

****

**

****

52

Abbey (318)

***

***

***

**

****

50

Northern Rock (88)

**

***

****

**

***

47

Halifax (388)

**

***

***

**

***

45

 

 

 

 

 

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