The first direct customers have moved from online banking to mobile banking in the past 12 months


Digital bank

The First Direct app is now connected 12.5 million times per month.

Image source: Chris Pitt / First Direct

Mobile banking has become increasingly popular among First Direct customers during the pandemic.

New data from the bank shows that the use of online banking services by its customers has fallen by 21% compared to mobile banking.

Almost all transactions (98%) made by First Direct customers are now digital, with in-app payments and transfers having quintupled (82%) compared to online banking (18%).

Chris Pitt, CEO of First Direct, said: “Over the past year, we’ve seen a change in the way people do their banking, and we’re now much more mobile.

“Customers expect safe and secure digital service with amazing people backed up 24/7, and banking on the go is now the default option for many. “

First Direct hosts the UK’s first mobile banking app, which turns 10 this week, and was the first in 2011 to allow customers to make direct payments to third parties.

The bank’s 1.5 million customers have also turned to their mobile banking to check their balances more frequently, with 87% of balance requests now being made using the app, which is up to 12. , 5 million connections per month.

First Direct was an early adopter of digital banking, paving the way for digital-first banks like Monzo and Starling, with new data showing its customers are turning to mobile banking rather than online, a trend accelerated by the Covid-19 pandemic.

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