Wells Fargo Places First in Keynote Mobile Banking Scorecard
- Keynote’s latest Mobile Banking Scorecard rates the leaders and benchmarks their capabilities in a breakout year for mobile banking
- Keynote’s biannual scorecard tracks 140+ criteria critical to a positive mobile banking experience
SAN MATEO, CA — May 21, 2014 — Keynote, the global leader in mobile and web cloud testing & monitoring, today announced the results of its most recent bi-annual Mobile Banking Scorecard. Wells Fargo took first place in three of four performance categories (Functionality, Ease of Use, and Quality & Availability) and was also first in three of four mobile modes (Mobile Web, iPhone and Android). For more details visit the Keynote corporate blog here.
Wells Fargo achieved its second ever win for Overall Score based on its aggregate score across all four categories, with marked improvement since the last Scorecard in the Ease of Use and Quality & Availability Categories. It also moved up from second to first place in the Functionality category. In the Mobile Modes section it led with innovative enhancements to its mobile web and apps for the iOS and Android platforms.
“Our fastest-growing channel in the history of the bank continues to be a huge hit with our more than 12 million active mobile customers, and this top honor from Keynote underscores our commitment to helping customers manage their finances anytime, anywhere,” said Jim Smith, head of Wells Fargo's Digital Channels Group. “Rather than innovate for the sake of innovation, we’re continually evaluating our customers’ needs, and innovating accordingly to help them achieve financial success.”
The Keynote Mobile Banking Scorecard is an industry benchmark that has tracked and comparatively assessed the mobile apps and websites of the leading U.S. consumer banks since 2011, across each mobile banking mode: SMS text, Mobile Web, and Mobile Apps for iPhone and Android phones. It also measures across four categories: Functionality, Ease of Use, Privacy & Security and Quality & Availability. The Scorecard measures and ranks 15 of the top consumer banks in the United States. These include: Bank of America, BB&T, Capital One, Chase, Citibank, Citizens Bank, Fifth Third, KeyBank, PNC, Regions, SunTrust, TD Bank, USAA, US Bank and Wells Fargo.
“Keynote’s most recent Scorecard reflects the rapid evolution of mobile banking functionality and customer expectations,” commented Ben Rushlo, VP, Analytics at Keynote. “Wells Fargo’s mobile offering stands out with extensive capabilities and design elements attentive to the unique needs of mobile users on the go. Overall, we see the leading banks in the Scorecard continuing to focus on improving the mobile customer experience with more efficient navigation to common tasks, and more vibrant and easy-to-view design elements. We’re seeing a dramatic increase in options such as shopping for deposit accounts, home loans and credit cards, as well as more self-service tasks such as card replacement, change password and alerts management requests. All these enhancements bring a new level of performance demands so we congratulate Wells Fargo on its well-rounded success.”
Keynote's Scorecards for Financial Services are bi-annual industry-specific Scorecards that use a framework of expert-determined criteria to benchmark how well firms’ digital channels meet the needs of their customers, measured against best practices. Keynote’s Scorecards for Financial Services - including Banker, Small Business Banker, Credit Card and Insurance - have been benchmarking online financial services for 15 years (since 1999). Criteria are grouped into user "Tasks" (e.g., Apply for Account, Transact, Learn & Plan) and "Categories" (Functionality, Ease of Use, Privacy & Security, Quality & Availability) in order to help firms identify the strengths and competitive gaps in specific areas of their sites.
Keynote® is the established global leader in mobile and app testing & monitoring. The company maintains the world’s largest on-demand performance monitoring and testing infrastructure for Web and mobile sites comprised of over 7,000 measurement computers and mobile devices in over 275 locations around the world that enable companies to continuously improve the online and mobile experience. Keynote, a Thoma Bravo portfolio company, currently collects over 700 million mobile and Web performance measurements daily and in 2012 was recognized by Forbes as “One of the Best 100 Companies in America” with under one billion in revenue. Known as ‘The Mobile and Internet Performance Authority™,’ Keynote offers three market-leading product platforms:
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