U.S. Bank has earned top honors from Keynote Competitive Research, the industry analysis group of Keynote Systems, for best “Overall Customer Experience” in the 2012 Keynote Online Customer Experience Rankings for Credit Card Prospects. U.S. Bank earned the title because it placed first in two of the four indices measured — customer satisfaction and online adoption.
U.S. Bank launched a new credit card homepage on usbank.com in 2011 with easier navigation, improved comparison tools, expanded content for online and mobile banking, an improved online application process and upgraded customer support, including chat capability.
“Our performance in this Keynote interactive study proves that our investments are resulting in a better online experience,” said Jody Bhagat, head of online sales, marketing, and user experience. “Our on-going efforts in the internet and mobile channels focus on enhancements that make it easy for customers to do business with U.S. Bank.”
Keynote asked online panelists to review the sites of a number of credit card issuers with which they had no prior relationship, as if they were shopping for a personal credit card. They evaluated the homepage and what they could accomplish there, then tested the process of applying for a card to evaluate how long it would take to receive it if the application was submitted. The panelists were also asked to evaluate tasks associated with managing their account (viewing the balance, paying the bill, etc.) and learn about other online account features, benefits, and policies.
About Keynote Competitive Research
Keynote Competitive Research, the industry analysis group of Keynote Systems (Nasdaq: KEYN), produces leading industry research using the company’s commercially available Web performance monitoring and real user experience testing products. Keynote regularly evaluates the current state of online customer experience, technical quality (responsiveness/reliability) and implementation of best practices on leading Web sites across a wide variety of vertical markets including financial services, automotive, media/entertainment, retail, travel and technology.
About U.S. Bank
U.S. Bancorp (NYSE: USB), with $340 billion in assets as of Dec. 31, 2011, is the parent company of U.S. Bank, the fifth-largest commercial bank in the United States. The company operates 3,085 banking offices in 25 states and 5,053 ATMs, and provides a comprehensive line of banking, brokerage, insurance, investment, mortgage, trust and payment services products to consumers, businesses and institutions. U.S. Bancorp and its employees are dedicated to improving the communities they serve, for which the company earned the 2011 Spirit of America Award, the highest honor bestowed on a company by United Way. Visit U.S. Bancorp on the web at www.usbank.com.