For Customer Experience Professionals (Length: 22 pages)
This is a Consumer Technographics document

March 12, 2008

2008 European Bank Secure Web Site Rankings

Forrester Evaluates The Customer Experience On 11 Large Banks' Web Sites

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

by Tim van Tongeren

with Ron Rogowski, Benjamin Ensor, Steven Geller, Angela Beckers

Executive Summary (This is a document excerpt)

Are European banks frustrating or delighting their customers within their secure, online banking Web sites? To find out, we analyzed the Web sites of 11 major European banks using Forrester's Competitive Site Assessment methodology. The overall results: Six sites failed to meet Forrester's minimum requirements while first direct raises the bar with an extensive online customer service offering and an easy-to-use site. Despite abundant flaws, our evaluation uncovered some early signs of next-generation banking site features like personalization, advanced transaction functionality, and more extensive customer service.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemThe Customer Experience On The Secure Online Banking Site Matters

itemForrester's Competitive Site Assessment For Secure Sites

itemSix Of The 11 Sites Failed Our Examination

itemDespite Flaws, Many Secure Banking Site Best Practices Shine Through

itemNavigation: Giving Quick And Easy Access To Banking Functionality

itemPresentation: Delivering Content And Function Clearly

itemTransaction Content And Function: Managing Accounts Online

itemService Content And Function: Delivering Great Customer Service

itemApplication Content And Function: Growing The Relationship

recommendations

itemGet More From Existing Customers With Better Secure Banking Sites

Forrester reviewed 11 secure online banking sites of large European banks: BBVA (Spain), Caixa Geral de Depósitos (Portugal), Crédit Agricole (France), Deutsche Bank (Germany), Deutsche Postbank (Germany), first direct (UK),

Lloyds TSB (UK), OP Bank (Finland), Postbank (Netherlands), Rabobank (Netherlands), and UniCredit Banca (Italy).

Related Research Documents

item2007 Canadian Bank Secure Web Site Rankings

May 9, 2007

itemReviewing Continental European Banks' Sales Sites

December 26, 2006

Find Documents In Related Categories

This document falls under the following categories. Click on a link below to find similar documents.

Technology: Channel Design Strategies, Customer Experience, Design & Usability Processes, eBusiness/eCommerce, Web Site Design
Industry: Consumer Financial Services, Financial Services, Financial Services Customer Experience, Financial Services Marketing, Online Financial Products & Services, Retail Banking
Geography: Europe
Archived Teleconference:
Making Online Banking More Useful And Usable
Original air date: Monday, December 17, 2007
Also in this series:
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Ratings and Comments
Rating: 9 out of 10
based on 1 ratings across all roles.
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