(Length: 18 pages)

Executive Summary (This is a document excerpt)

To see how well the Web sites of Dutch banks meet the needs of consumers shopping for financial products online, Forrester evaluated the public section of the sites of the three largest Dutch banks — ABN AMRO, Postbank, and Rabobank — using our Competitive Site Assessment (CSA) methodology. We based our analysis on 21 criteria across five categories: Web site navigation; Web site presentation; contact methods; research functionality and content; and application functionality and content. Highest honors went to Postbank, which achieved 52 points out of a possible 100 — but that exceeded our minimum requirements by just two points. Rabobank came a close second, just one point behind the leader. While all three banks did well when it came to Web site navigation and presentation, they all struggled with research and application functionality.