For Customer Experience Professionals

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	February 27, 2007 (updated March 6, 2007) What Europeans Think Of Bank Web Sites by Tim van Tongeren with Jaap Favier, Lizet Menke

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Executive Summary

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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