February 27, 2007 (updated March 6, 2007)

What Europeans Think Of Bank Web Sites

by Tim van Tongeren

with Jaap Favier, Lizet Menke

Executive Summary (This is a document excerpt)

Many European Net users rate their banking sites highly. However, public site features receive both mixed evaluations and low usage. To stimulate usage and client satisfaction, firms should upgrade these functions using Scenario Design principles. The payoff? Lower customer service costs and more up- and cross-sell.

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