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The Institute’s UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI’s top performing businesses.

Chris Pitt on first direct’s current ranking: ‘Some companies are bucking the trend, however. Ocado, the online grocery store, was ranked top in the ICS index. Chris Pitt, the chief executive of First Direct and former head of marketing at HSBC UK, is not pleased that his bank has dropped to second place. “Ocado is doing pretty well,” he says. “We’re pissed by that.”’

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