More first direct customers are using the app on their smartphone rather than their computer to manage their current accounts. The switchover took place in August and was confirmed in September’s figures.
On average, first direct’s customers interact with the bank through digital channels (app and browser) around 25 times more than telephony each month.
The trend towards mobile banking has been increasing rapidly, with industry predictions suggesting 2019 will be when app usage overtakes online (desktop) in the UK*.
“first direct continues to be a pioneer of seamless, secure, and intuitive banking. Our customers want an omni-channel approach to banking but they’re now choosing the app as their primary way of managing their accounts.”
“Mobile offers our customers more and more functionality, and we’re seeing a rapid migration towards mobile becoming the digital channel of choice. We’re seeing fewer calls per customer, but we’re always there with real people to help with complex queries.”
- first direct Launches Face ID For iPhone X Mobile App (November 3, 2017)
- Halifax: Mobile Banking Soars As Customers Bank On The Move (May 18, 2015)
- Santander Becomes First UK Bank To Launch Voice Banking Technology (March 23, 2016)
- UK Consumers “Sceptical” About Benefits of Digital-Only Banks (October 17, 2016)
- One In Eight Brits Will Switch To Digital-Only Bank This Year (April 28, 2015)