Forrester

For eBusiness & Channel Strategy Professionals

Report:Why Americans Research Financial Products Online But Buy Through Other Channels

Channel Switching Is Driven Largely By Security And Support Issues

Many US customers use multiple channels when buying financial services products, crossing channels during their path to purchase. Among online adults, 41% of financial product applicants research...

• Downloads: 1016

For eBusiness & Channel Strategy Professionals

Report:How eBusiness Executives At Financial Services Firms Are Successfully Using Twitter

Forrester Identifies Five Attributes Of Valuable Client Interactions Via Twitter

Forrester measured the Twitter activity of 30 North American financial services firms. We found that successful financial services brands on Twitter are proactive, multichannel, conversational,...

• Downloads: 954

For eBusiness & Channel Strategy Professionals

Report:The US Auto Insurance Buyer's Journey

The Web Is Critical To Research, But Many Shoppers Cross Channels To Apply

Four in five US adults own auto insurance, and more than one in four applies for a new policy each year. We used Forrester's Technographics® data to analyze how millions of US adults research,...

• Downloads: 852

For eBusiness & Channel Strategy Professionals

Report:Who's Researching Life Insurance Online?

Of the 3 million Americans who have researched life insurance during the past year, more than one in three used the Internet to do so, making it the second most popular research channel after...

• Downloads: 661

For eBusiness & Channel Strategy Professionals

Report:The State Of US Small Business Banking

Nearly Two-Thirds Of Small Businesses Use The Web For Financial Transactions

There are more than 25 million small businesses — firms with fewer than 500 employees — in the US, and more than one in 10 US online consumers is a small business owner. The recession has...

• Downloads: 675

For eBusiness & Channel Strategy Professionals

Report:What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

Account And Portfolio Data Remain Most Important

Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

• Downloads: 647
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Getting More Financial Services Shoppers To Apply Online

Many North Americans Have Not Applied Online But Would Consider Doing So

eBusiness professionals at financial firms must understand not only who is already buying financial products on the Web but also who is the most likely to do so in the future. Forrester identified...

• Downloads: 550

For eBusiness & Channel Strategy Professionals

Report:What US Affluent Investors Want From Their Investment Firms' Web Sites

Account Data Is Most Important, With Vanguard Rated Highest For Quality

More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far...

• Downloads: 601

For eBusiness & Channel Strategy Professionals

Report:US Teen Millennials Underscore The Vital Nature Of The Online Channel To Financial Services

Profiling The Financial Attitudes And Behavior Of US Online Teenagers

There are roughly 20 million Teen Millennials — individuals between 13 and 17 years old — in the US. As consumers, Teen Millennials tend to be loyal to brands but mistrustful of financial...

• Downloads: 522

For eBusiness & Channel Strategy Professionals

Report:How Canadian Insurance Customers Use Different Channels

Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

• Downloads: 549

For eBusiness & Channel Strategy Professionals

Report:The Social Technographics® Of US Online Bankers

As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

• Downloads: 431

For eBusiness & Channel Strategy Professionals

Report:2011 US Bank Secure Website Rankings

Marked Improvements Across All Firms, With Wells Fargo Leading

Forrester conducted our annual evaluation of the secure online banking websites of the six largest US banks — Bank of America, Chase, Citibank, PNC Bank, U.S. Bank, and Wells Fargo —...

• Downloads: 524

For eBusiness & Channel Strategy Professionals

Report:How US Bank Customers Use ATMs

ATMs are an important but often neglected channel. Eighty-five percent of US bank customers use ATMs, and one in three uses one at least weekly. Today's consumers use ATMs to make deposits, check...

• Downloads: 568

For eBusiness & Channel Strategy Professionals

Report:How US Consumers Research Retirement

Many Sources Are Used, But Financial Advisors Are Considered Most Helpful

Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

• Downloads: 458

For eBusiness & Channel Strategy Professionals

Report:How US Online Investors Rate Their Firms On Retirement Planning

Edward Jones, Independent Advisors, And Vanguard Rank Highest

More than half of all US investors are worried that they won't have enough money to retire comfortably. When we ask clients to rate investment firms' ability to prepare them for retirement, Edward...

• Downloads: 490

For eBusiness & Channel Strategy Professionals

Report:Three Ways Online Security Affects North Americans' Financial Behavior

How Secure Consumers Feel Online Affects What They're Willing To Do

For the past five years, Forrester has tracked the degree of security consumers feel when using financial information on the Internet. By analyzing these trends and our most recent survey data, we...

• Downloads: 409

For eBusiness & Channel Strategy Professionals

Report:In The US, Few Use Financial Comparison Sites

More than 9 million US adults have used a comparison Web site to research a financial product, and one-third of US online financial researchers say they trust product comparison sites. US online...

• Downloads: 364

For eBusiness & Channel Strategy Professionals

Report:Canadians To Mobile Banking: We're Just Not That Into You

Few Canadians Are Interested In Mobile Banking; Fewer Still Use It

Half of Canadian online consumers are aware of mobile banking, but just 1% currently use the service, and only 3% more report any interest in doing so in the future. What's stopping online Canadians...

• Downloads: 408

For eBusiness & Channel Strategy Professionals

Report:How Canadians Rate Their Investment And Insurance Firms On Retirement Planning

Top Firms Include Investors Group And RBC Wealth Management

With nearly 5 million Canadians headed into retirement in the next 10 years — and younger Canadians beginning to plan for their own retirements — eBusiness and channel strategy...

• Downloads: 290

For eBusiness & Channel Strategy Professionals

Report:How US Credit Card Customers Use And Rate Issuers' Secure Sites

Customers Do Little More Than View And Pay Their Bills Online

There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the...

• Downloads: 266

For eBusiness & Channel Strategy Professionals

Report:2012 US Bank Secure Website Rankings

Citi Moves To The Top With Added Functionality And A New Look

Digital banking teams want to know where they stack up against competitors when it comes to their secure websites and other digital features — everything from mobile functionality to customer...

• Downloads: 268
• Rating:

For eBusiness & Channel Strategy Professionals

Report:What Consumers Want When Enrolling In 401(k)s

Recent Applicants Favor Online Research Tools And Automatic Enrollment

More than 70 million US adults — around one-third of the adult population — currently have a 401(k) account or workplace retirement savings plan. Although growth in 401(k) ownership has...

• Downloads: 132

For eBusiness & Channel Strategy Professionals

Report:2012 Canadian Bank Secure Website Rankings

Firms Continue To Enhance Core Functionality But Lack New Digital Banking Features

This report details how the secure websites of the six largest retail banks in Canada stack up against each other across six categories and 66 individual criteria measuring the banks' online...

• Downloads: 145