SAN MATEO, Calif., — August 20, 2007 — Keynote Competitive Research, the industry analysis group of Keynote Systems (Nasdaq: KEYN), today announced the release of a new competitive research study examining leading bank Web sites in their services to small businesses. The Keynote Scorecard for Financial Services/Small Business Banker (hereafter “Scorecard” or “Small Business Banker Scorecard”), is an annual study that uses a framework of expertly developed criteria to measure and assess the functionality/ease of use of leading banking sites against a set of 300+ industry best practices.
The Small Business Banker Scorecard evaluates leading bank sites in a variety of specific tasks and categories, and examines all areas of a site, to help banks discover the strengths of their sites, as well as opportunities for improvement. In addition to banks themselves, solution providers to the financial services industry and companies with financial services portals will find the Scorecard’s discussion of best practices at the largest banks valuable in their quest to market to and serve small business owners and managers. For more information on the Scorecard study and how to purchase it, please view the Keynote Web site at www.keynote.com/keynote_competitive_research/industry_studies/aug07_banker_scorecard_study.html.
Keynote Small Business Banker Scorecard – Delivers Deep, Actionable Insights
The Keynote Small Business Banker Scorecard details how each bank’s site performs versus competitors across these key categories and provides specific and actionable steps each bank can take to improve their site’s ability to acquire and serve small business customers online. The Scorecard evaluates banks in 308 customer experience best practices across various categories, including site functionality, ease-of-use, privacy and security, and quality and availability, as well as across critical tasks including opening an account, looking up account information, conducting transactions, making service requests and learning and planning tasks. The criteria for evaluation were developed with guidance from industry interviews and insight from experts in each of the areas covered in the Scorecard, as well as from insight from Keynote’s ongoing customer experience research.
The Scorecard examined services banks offer current and prospective small business customers, with a focus on the needs of small businesses with $100,000 to $2 million in annual revenue.
Keynote conducts Scorecard studies in a half-dozen other financial services verticals, including consumer banking, brokerage and insurance.
Bank of America Ranked #1 Site in Keynote Small Business Banker Scorecard Evaluation
Bank of America was ranked as the #1 site for Overall Score in the Keynote Small Business Scorecard, with the best overall ranking across the 308 customer experience best practices measured in the study. Bank of America also won the “Ease of Use” and “Privacy & Security” categories and the “Open Account” and “Transact” tasks, while tying for first place with Wells Fargo for the “Look Up Information” task. Wells Fargo also won the “Functionality” and “Quality & Availability” categories and the “Learn & Plan” task; Chase won the “Get Service” task.
For each bank, the Scorecard examined the public site and the entry-level online small business banking offering, as well as any features compatible with use of the entry-level online small business banking offering. The Scorecard found that while all the large banks studied allow small business owners to view online images of the checks they’ve written, only two Scorecard reviewed banks allow small businesses to view images of checks they’ve deposited. The Scorecard also found that while five Scorecard reviewed banks allow online applications for credit cards, only one bank allows even existing c ustomers to open an escrow account online.
Banks Included in the Scorecard Study
The Bank of America (NYSE: BAC), Chase (NYSE: JPM), Citibank (NYSE: C), US Bank (NYSE: USB), Wachovia (NYSE: WB), Washington Mutual (NYSE: WM) and Wells Fargo (NYSE: WFC) Web sites were evaluated for the Keynote Small Business Banker Scorecard.
About Keynote
Keynote (Nasdaq “KEYN”) is the global leader in test & measurement solutions that improve mobile communications and online business performance. As an independent and trusted third-party, Keynote provides IT and marketing executives with an unbiased view into their Internet services from around the world. For over a decade, we have been providing measurement data and testing capabilities that allow companies to understand and improve their customer’s online and mobile experience. Keynote has four test and measurement businesses: Web performance, mobile quality, streaming & VoIP, and customer experience/UX. In addition, our industry analysis group called Keynote Competitive Research publishes proprietary studies measuring customer experience and service levels across a wide range of industries.
Known as The Mobile and Internet Performance Authority™, Keynote has a market-leading infrastructure of 2,400 measurement computers and mobile devices in over 240 geographic locations around the world. Keynote also maintains one of the most representative panels of online users consisting of 160,000 consumers. Our on-demand, hassle-free infrastructure allows businesses to access services they need, when they need them to pinpoint and fix mobile quality and Internet problems before they impact customers.
We help over 2,600 corporate customers become “the best of the best” by helping them improve online business performance and mobile communications quality. Our customers represent top mobile and Internet companies including American Express, BP, Caterpillar, Dell, Disney, eBay, ESPN Mobile, E*TRADE, Expedia, FedEx, Microsoft, SonyEricsson, Sprint, T-Mobile, Verizon and Vodafone.
Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at www.keynote.com or by phone in the U.S. at (650) 403-2400.
Keynote, The Internet Performance Authority, The Mobile and Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2007 Keynote Systems, Inc.
Editorial Contacts:
Dan Berkowitz, Keynote Systems, (650) 403-3305, dan.berkowitz@keynote.com
Dan Cahill, Roaring Communications, (415) 552-3999, dcahill@roaringcommunications.com