SAN MATEO, Calif., — July 23, 2008 — Keynote Competitive Research, the industry analysis group of Keynote Systems (Nasdaq: KEYN), the global leader in mobile and Internet test & measurement solutions for continuously improving the online experience, today announced the availability of the Q2 2008 Keynote Banker Scorecard, a bi-annual in-depth study that examines and ranks the implementation of online best practices by leading banks’ Web sites. The Scorecard is one of six complementary industry research offerings, including banks, mortgages, insurance carriers, credit cards, full-service brokers and self-directed brokers, for enhancing online competitiveness and is available for purchase. With the rise of mobile banking the new Scorecard for the first time tracks which of the 26 sites studied offers mobile banking and how they offer it.
Citibank took the top ranking on the latest Scorecard after missing the number one position the last time the bi-annual Scorecard was released on December 12, 2007. Citibank scored 87 points followed by Bank of America with 85 points and Wells Fargo with 82 points.
Criteria for Selection
Keynote’s Financial Services Scorecards use a framework of more than 200 expertly developed criteria to measure each site’s design and function against industry best practices. The Scorecards evaluate sites in all areas, including in a variety of industry-specific tasks and categories, to help firms discover the strengths of their sites, as well as opportunities for improvement. Criteria are grouped into five industry-specific “user tasks” -- Opening Accounts, Looking Up Information, Transactions, Get Service and Learn & Plan -- and six “categories” -- Overall Score, Functionality, Ease of Use, Usability, Privacy & Security and Quality & Availability -- in order to help firms identify the strengths and/or opportunities in specific areas of their sites.
“The Keynote Financial Services Scorecards are designed to help companies compare their services against their competitors. With Keynote’s scorecard research, banks can understand how their customers experience their Web sites in order to identify the challenges and opportunities they need to address to gain the competitive edge,” said Christopher Musto, general manager of Keynote’s financial services group.
In addition to providing Financial Services Scorecards for assessing best practices implementation within key sectors of the financial services industry, Keynote offers Customer Experience and Service Level studies of leading Web sites in six financial services sectors and other online verticals. The Customer Experience studies examine and rank online experience across a given set of leading Web sites by assessing the online experience of up to 2,000 or more consumers performing tasks in their natural environment as assigned by Keynote. The Service Level studies provide a deep assessment of the same set of Web sites from the perspective of technical performance including transaction responsiveness/reliability and load handling.
Citibank Tops Q2 2008 Keynote Banker Scorecard
Citibank ranked number one on the Q2 2008 Keynote Banker Scorecard, followed by Bank of America in the number two position and Wells Fargo in third position. The other sites evaluated for the Scorecard included Chase, Wachovia, Washington Mutual, Huntington, E*TRADE Bank, SunTrust Bank, Key Bank, National City Bank, PNC Bank, U.S. Bank, BB&T, Capital One, M&I Bank, First National Bank of Omaha , Fifth Third, Union Bank of California, Citizens Bank, Webster Bank, First Tennessee Bank, HSBC, Regions, Sovereign, and TD Banknorth.
The Scorecard evaluated these sites against 200 plus objective criteria to compute an aggregate “Overall Score.” Citibank topped the Scorecard with an overall score of 87 out of 100 in part because Citibank.com also received the number 1 or 2 score in all nine categories measured, including Privacy and Security, Ease of Use, and Learning & Planning. The study reviewed the online capabilities of 26 financial institutions.
Other top ranking banks included Bank of America with an overall score of 85, Wells Fargo with 82, Chase with 81 and Wachovia and Washington Mutual tying for fifth place with an overall score of 77. For more information about Keynote Scorecards for Financial Services visit: https://scorecards.keynote.com/viewscorecard.aspx?iid=1&scid=10030&oid=1
For more information about Keynote’s Financial Services Scorecards and Competitive Research offerings view: www.keynote.com/solutions/competitive_intelligence_tpl.html
About Keynote
Keynote Systems (Nasdaq “KEYN”) is the global leader in on-demand test & measurement solutions for continuously improving the online experience. 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, Keynote has 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, Keynote’s 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 locations around the world. Keynote also maintains one of the most representative panels of online users consisting of 160,000 consumers. Keynote’s 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.
Keynote helps over 2,600 corporate customers become “the best of the best” by helping them improve online business performance and mobile communications quality. Keynote’s customers represent top Internet and mobile 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, Perspective and Customer Experience Rankings are registered trademarks and The Mobile and Internet Performance Authority and True Experience are 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