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.
U.S. Bank earned top honors from Keynote Competitive Research as best “Overall Customer Experience” in the 2012 Keynote Online Customer Experience Rankings for Credit Card Prospects, thanks to having placed first customer satisfaction and online adoption- half the criteria. 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. Keynote reached its decision having evaluated the US Bank homepage, what they could accomplish there and ease of task.
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 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 banksâ 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 âuser tasksâ — Opening Accounts, Looking Up
Information, Transactions, Get Service and Learn & Plan — and six
âcategoriesâ — 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
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.