December 26, 2006

Reviewing Continental European Banks' Sales Sites

Continental European Banks Fail To Offer Compelling User Experiences

This is the fourth document in the "Evaluating European Bank Web Sites" series.

by Tim van Tongeren

with Jaap Favier, Brad Strothkamp

Executive Summary (This is a document excerpt)

Forrester reviewed the user experience on the sites of six large banks in Continental Europe — Crédit Agricole (France), Deutsche Postbank (Germany), la Caixa (Spain), UniCredit Banca (Italy), Credit Suisse (Switzerland), and Nordea (Sweden) — using our Competitive Site Assessment methodology. Our analysis showed that only Nordea offers a satisfactory user experience online. Although five out of six sites didn't make the cut overall, each one showed some best practices on subsets of their customer experience.

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