Keynote Study Gauges Credit Card Issuer Websites

Keynote Competitive Research Industry Study examining the business and technical effectiveness of U.S. credit card websites concluded U.S. Bank took first place for Overall Customer Experience, while in the Technical Quality portion of the study Citi came in first for Responsiveness (Speed) and U.S. Bank took first place for Reliability. The entire study is available for immediate purchase. Winners of Keynote Competitive Research studies are invited to participate in the company’s Online Excellence Program which recognizes the “best of the best” websites as ranked in the studies. Keynote performed 6,000 total measurements for each site, for a total of 48,000 total measurements, from 12 locations in the U.S. U.S. Bank placed first in Customer Satisfaction and Online Adoption.

Bank of America Web Site Tops Keynote Ranking

Keynote Competitive Research announced its 4Q/10 “Scorecard” ranked Bank of America the Overall Score winner with a score of 89 points out of 100. Bank of America also placed first in the Functionality and Privacy & Security categories and swept first place in all five required tasks, including: Open Accounts, Look-Up Information, Transact, Get Service and Learn and Plan. BB&T took first place in the Ease of Use category, while Citibank repeated as winner for Quality and Availability, a category that covers such best practices as bill pay guarantees, the availability of customer support for online banking, and Spanish-language online banking, where Citibank stands out among its peers.

Citi Tops the Keynote Scorecard Ranking

Keynote Competitive Research has announced the
Citibank took the top ranking of the just released “Q2 2008 Keynote Banker Scorecard”.
Citibank scored 87 points, followed by Bank of America with 85 points and Wells Fargo with 82 points.
The “Scorecard” is a bi-annual in-depth study that examines and ranks the implementation of online best
practices by leading banks’ Web sites. It evaluates 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.

I-Banking Scorecard

Security First Network Bank beat out Wells Fargo and Citibank as being rated number one by Gomez Advisors in its fourth quarter ‘Internet Banker Scorecard’. Wells Fargo came in second place, followed by Citibank in third. The evaluation, which included direct examination of the site, a questionnaire and telephone interviews with brokers and customer service representatives of all 65 banks rated, also lauded Security First Network Bank’s simple-to-use features. SFNB says it will shortly debut additional features, such as online credit card applications and the ability for customers to receive customized credit card offers within seconds.