First Direct
Mobile banking
First Direct is one of 12 UK banks in our case studies, benchmarked on account opening, payments, card freezing and support, then re-tested 900 days later.
Key takeaways from 9 Case Studies
Account opening was measured in days and clicks, where challengers beat the legacy banks
Card freezing shows the cost of burying an urgent, high-anxiety action deep in an app
Re-benchmarking 900 days later exposes where payments and support stayed shallow
Last updated: 27/08/2026
Case Studies
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