For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	March 12, 2008 2008 European Bank Secure Web Site Rankings Forrester Evaluates The Customer Experience On 11 Large Banks' Web Sites by Tim van Tongeren with Ron Rogowski, Benjamin Ensor, Steven Geller, Angela Beckers	Average: 9  (1 rating)

This is an excerpt

Executive Summary

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.

TABLE OF CONTENTS

• The Customer Experience On The Secure Online Banking Site Matters
• Forrester's Competitive Site Assessment For Secure Sites
• Despite Flaws, Many Secure Banking Site Best Practices Shine Through

RECOMMENDATIONS

• Get More From Existing Customers With Better Secure Banking Sites
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.