Chase took top honors in the Keynote Mobile Banking Scorecard for overall mobile web experience in Q1 2013. This is Chase’s third consecutive win in Keynote’s ranking of mobile offerings among the 15 largest U.S. banks. In the latest Keynote Scorecard, Chase ranked #1 in two of four categories – Functionality and Ease of Use – to take the top spot overall. Features include “QuickDeposit” mobile check deposit capability; “QuickPay” person-to-person payment service; and Chase Instant Action Alerts to notify customers of a low balance. The Scorecard measures and ranks the 15 largest retail banks in the United States based on a list of more than 100 criteria in four main categories, developed from user testing and research.
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.
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.
Nearly one-third of thirty major retail sites experienced significant slow-downs on Friday that impacted the product search and check-out processes that will likely affect online sales. Also, popular items such as the “Nintendo Wii” and “Zune” mp3 players sold out quickly on “Black Friday.” Keynote reports that its monitoring of retail site performance showed a definite slow-down in site performance over the course of “Black Friday.” The worst performing sites on “Black Friday” were showing up to a 400% slow down and well-known brands such as Buy.com and Lowes experienced significant slow downs. However, Keynote noted that none of the leading sites it monitors appeared to go completely dark on Friday, whereas several leading sites experienced periods with complete outages last holiday season. Meanwhile, eBay companies, including Shopping.com and PayPal, reported that Shopping.com traffic to merchants in the “Gifts/Flowers” and “Clothing/Accessories” categories throughout the “Thanksgiving” holiday grew by 57% and 52% respectively year-over-year. Overall, Shopping.com’s traffic to merchants increased 61% over last year’s “Black Friday,” November 24, 2006. eBay noted that, based on the previous five years of PayPal’s online shopping research, data show that Mondays are the busiest day of the week for online shopping and the second Monday in December is solidifying its place as the actual busiest online shopping day of the season. In 2006, online shopping activity on PayPal was 96% higher on the second Monday in December than on “Thanksgiving Day.”
New Web site research reveals that Capital One ranked as the #1 site in online customer experience, Discover ranked the #1 site for online prospective customers/acquisitions and U.S. Bank ranked as #1 in online service levels. Bank of America was ranked second overall in the prospects study, and was the second most successful company in the acquisition category. The findings come from two studies conducted by Keynote Competitive Research involving more than 1,600 credit card customers interacting with nine leading credit card Web sites. Each of the studies captures more than 250+ metrics for each site-and provides competitive rankings in dozens of categories. Keynote also found that National City topped the rankings for reliability in the “Service Level Rankings for Credit Card Prospects,” which focused on the publicly available areas of the credit card sites. Keynote noted that credit card sites continue to improve year over year with reductions in outages, improvements in overall availability and load handling. However, several major credit card brands experienced major problems, such as 20 plus hours of outage and up to a 4% failure rate (customers unable to access their statement or pay a bill online) during the 30 day study of service levels. Keynote noted that credit card sites continue to improve year over year with reductions in outages, improvements in overall availability and load handling. However, several major credit card brands experienced major problems, such as 20 plus hours of outage and up to a 4% failure rate (customers unable to access their statement or pay a bill online) during the 30 day study of service levels.
Several retailers reported major outages over “Thanksgiving” and “Black Friday,” including more than 10 hours of downtime from one of the nation’s leading retailers. Visitors to the sites recording such downtime or slowdowns would have received error messages or experienced significant slowdowns, with pages taking up to 8 to 10 times longer to download then normal. Keynote Competitive Research says a spike in demand for the Amazon.com site driven by “flash traffic” to the site shortly after the online retailer announced a promotion for the sale of “XBOX 360.” Keynote also noted that online apparel retailers seemed to be recording more performance issues than other online retailers.
A new competitive intelligence study has found that American Express, U.S. Bank and HSBC as providing customers with the best technical service levels in the credit card industry. The latest Keynote Systems report has found that overall the credit card industry recorded just average reliability, with just 97.9% reliability during peak periods. American Express reported excellent reliability at 99.7% during peak periods. U.S. Bank, Bank of America and HSBC performed atop the Keynote rankings for site responsiveness, an indication of how fast the sites were in downloading pages and executing transactions.
A new study reveals that Discover, American Express and Chase are providing the best online experience for prospective card customers. The report also determined that HSBC and Providian provide the most reliable online service levels. The report from Keynote Systems found that 30% of prospective customers visiting the Chase, Citi and AmEx sites indicated they were very likely or extremely likely to sign up for a credit card account with those companies. Comparably, the bottom ranked sites registered only 16% of the prospects visiting their site as being interested in a card. Discover was considered the easiest credit card to apply for online – and the easiest company to deal with, with 71% of online consumers expressing this sentiment. The “Keynote Rankings for Credit Card Prospects” study was based on an examination of the online experience of 2,000 prospective credit card customers and the measurement of 250 metrics.
A new report has found that online banking sites are laggards in service levels compared to credit card and stock trading sites. Keynote Systems says Bank of America, Wachovia and US Bank were determined to be the best sites in its study. The study also found that Washington Mutual is the current industry leader in online service levels, a measure of overall site responsiveness and reliability. Bank of America, which has the industry’s highest satisfaction with online bill payment, according to the study, also has the industry’s highest use of online bill payment and the greatest percentage of customers accepting online statements. The Keynote “Customer Experience Ranking” is a measure of online customer experience based on evaluation of more than 250 metrics.
Research conducted by Keynote Systems, Inc. has found competition to acquire credit card customers online has heated up over the past few months. The study found that prospective customers visiting the Bank One site were 11% more likely to apply for a card online now than they were just six months ago, when the last Keynote study of prospective credit card customers was conducted. Prospective customers visiting the Citibank site were 19% more likely to apply for a card now than they were just twelve months ago. Keynote reports that Discover and American Express provide the best online experience for consumers as measured by the overall Keynote rankings, but the five leading card sites are closely grouped together in terms of customer experience appeal. Discover, MBNA and American Express were rated as having the best online application processes. Keynote found that most consumers (53%) start their search for a credit card at a search engine and then follow a link to a specific credit card or bank site, 47% type in a bank or credit card company’s URL directly into their Internet browser. 60% of consumers use a search engine at some point in their search and evaluation process, with Google, Yahoo! and MSN being the top search destinations.
Online banking and bill payment have become a leading driver influencing consumers’ selection of banks and their perception of bank brands. According to the Keynote Systems’ study, National City, Washington Mutual and Bank of America were the banking sites providing the best online customer experience. More than 56% of consumers in the study said online banking and bill payment services were a very important factor in choosing a bank; ahead of considerations such as the physical location of bank branches (45%) and ATMs (52%). Keynote says that despite the growth and improvements in online banking, most banks have failed to use the online channel successfully to cross sell or grow their wallet share with their customer base. Often, an institution’s banking services, credit card offerings and other services will be messaged on the homepage, and are not easily accessible when a customer is logged into their banking account. Customers express the most interest in credit cards (38%), savings accounts (21%) and mortgages (21%) offered by their banks.
Diner’s Club has scored the fastest transaction speed among credit card issuers in a brand new transaction performance index. Diner’s also ranked with 100% reliability followed by Chase, Providian, Discover, and Bank One. The new benchmark comes from CA-based Keynote Systems which found that speeds for checking recent charges varied from around 7 seconds to over 20 seconds. Keynote says that often times these sites are slowed down while authenticating the user’s credentials or doing the actual database queries for the recent charges. To create the index, Keynote uses measurement computers in 10 cities around the U.S. that click through the same steps an actual person might perform: entering the particular URL of the credit card site they wish to visit, clicking on the login button, logging in using account information, selecting steps necessary for viewing recent charges, and logging out of the site. Keynote currently offers Web transaction indices for the online broker and banking industries.
Diners Club 7.03
Capital One 8.20
Discover Card 11.66
Bank One 12.27
First USA 13.00
Source: Keynote Systems