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Keynote's latest Competitive Intelligence studies, Keynote Customer Experience Rankings™ for
Online Banking Customers and Keynote Service Level Rankings for Online Banking Customers, reveal which online banks have built web sites that provide optimal operational performance and reliability and which have created a customer experience that drives customers to adopt online services and be loyal customers of the bank.
The studies found that Bank of America is excelling across the board by not only providing an operationally reliable and responsive site, but also by providing their banking customers with useful online services that promote customer satisfaction and loyalty. The Keynote study also reveals which other online banks are out-performing their competitors, which are not, and exactly what best practices online banks can implement in order to gain a competitive edge.
The below charts show the three online banking sites providing the best responsiveness, reliability and overall customer experience.
Responsiveness |
1 |
Washington Mutual |
2 |
Bank of America |
3 |
Wells Fargo |
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Reliability
|
1 |
Washington Mutual |
2 |
Bank One |
3 |
Bank of America |
|
Customer Experience |
1 |
Bank of America |
2 |
Wachovia |
3 |
US Bank |
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