For eBusiness & Channel Strategy Professionals

2009 Canadian Bank Secure Web Site Rankings

RBC Posts Solid Scores In All Areas Of Forrester's Review

by Emmett Higdon, August 25, 2009

Forrester again this year evaluated the secure Web sites of the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive Site . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Credit Card Providers

by Ron Rogowski, August 17, 2009

How good are the brand experiences offered by major credit card Web sites? To find out, we graded the sites of four top brands — American Express, Capital One, Citigroup, and Discover — on how well they communicate their Brand Image and deliver value . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Banks

by Ron Rogowski, August 14, 2009

The banking industry features some of the most recognizable brand names in the US, like Bank of America, SunTrust Bank, U.S. Bank, and Wells Fargo. But how good are the brand experiences offered by major banks' Web sites? To find out, we graded the sites . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Investment Firms

by Ron Rogowski, August 7, 2009

How good is the brand experience offered by major investment Web sites? To find out, we graded the sites of four top brands — Charles Schwab, Edward Jones, Fidelity Investments, and Vanguard — on how well they communicate their Brand Image and deliver . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Insurers

by Ron Rogowski, August 6, 2009

The fiercely competitive insurance industry features some of the most esteemed brand names in the US, like Allstate Insurance, Progressive Casualty Insurance, State Farm Mutual Automobile Insurance, and USAA. But how good are the brand experiences offered . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

by Ron Rogowski, July 10, 2009

How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web Site Brand Review methodology. Our tests measure how . . .

For eBusiness & Channel Strategy Professionals

Multichannel Is Still A Myth For Retailers

Companies Continue To Struggle With Cross-Channel Contact Strategies

by Sucharita Mulpuru, June 29, 2009

Retailers have been striving to provide seamless multichannel shopping experiences in order both to stay ahead of the market in an increasingly interconnected world and to align themselves with consumer multichannel behavior. In a recent report, Forrester . . .

For eBusiness & Channel Strategy Professionals

2009 Canadian Bank Public Web Site Rankings

Royal Bank Of Canada Blazes A Path Others Will Follow

by Brad Strothkamp, May 4, 2009

For the fourth year in a row, Forrester evaluated the Web sites of the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive . . .

For Customer Experience Professionals

Best And Worst Of B2C Site Design, 2009

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

by Adele Sage, April 14, 2009

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies. While Expedia received the highest score, all 16 sites . . .

For eBusiness & Channel Strategy Professionals

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

Account And Portfolio Data Remain Most Important

by Bill Doyle, Peter Wannemacher, April 9, 2009

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 primary investment firm's Web site, and the majority have . . .

For eBusiness & Channel Strategy Professionals

2008 US Bank Secure Web Site Rankings

Forrester's Competitive Site Assessment Ranks Five Top US Banks

by Emmett Higdon, March 13, 2009

Forrester evaluated the secure Web sites of five of the largest US banks — Bank of America, Citibank, JPMorgan Chase, Wachovia Bank, and Wells Fargo — using our Competitive Site Assessment (CSA) methodology. The Bank of America site led all others — earning . . .

For Customer Experience Professionals

Best And Worst Of Cross-Channel Design, 2009

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

by Adele Sage, March 6, 2009

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies. While Expedia, Nike, and Orbitz received the top overall . . .

For eBusiness & Channel Strategy Professionals

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

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

by Bill Doyle, Peter Wannemacher, February 12, 2009

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 the most important. Online trading has also become . . .

For eBusiness & Channel Strategy Professionals

2008 US Bank Public Web Site Rankings

Forrester's Competitive Site Assessment Ranks Five Top US Banks

by Brad Strothkamp, December 2, 2008

Forrester evaluated five of the largest US bank Web sites — Bank of America, Citibank, JPMorgan Chase, Wachovia, and Wells Fargo — using our Competitive Site Assessment (CSA) methodology. Citibank topped this year's rankings for the second year in a row . . .

For Customer Experience Professionals

Best And Worst Of Brand Building Web Sites, 2008: Property And Casualty Insurers

by Ron Rogowski, November 14, 2008

The insurance industry features some of the most recognized brand names in the US, like Allstate, Liberty Mutual, MetLife, and State Farm. But how good is the brand experience offered by major insurance Web sites? To find out, we graded the sites of four . . .

For eBusiness & Channel Strategy Professionals

2008 Canadian Bank Secure Web Site Rankings

Forrester's Competitive Site Assessment Ranks Seven Canadian Banks

by Brad Strothkamp, May 6, 2008

Forrester evaluated the seven largest Canadian banks and credit unions (Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust) using its Competitive Site Assessment (CSA) methodology. RBC Royal Bank . . .

For eBusiness & Channel Strategy Professionals

2008 Canadian Bank Public Web Site Rankings

Forrester's Competitive Site Assessment Ranks Seven Canadian Banks

by Brad Strothkamp, April 24, 2008

Forrester evaluated the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive Site Assessment (CSA) methodology. CIBC again . . .

For Customer Experience Professionals

Credit Card Cross-Channel Experience, 2007

An Industry Look At Forrester's Best And Worst Of Cross-Channel Design

by Bruce D. Temkin, May 9, 2007

As part of a larger analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large credit card issuers — American Express, Bank Of America, Citibank, and JPMorgan Chase. Overall, the scores earned by these financial services . . .

For Customer Experience Professionals

Reviewing Three Mortgage Selection RIAs

Usability Flaws Undermine Rich Interface Benefits

by Tim van Tongeren, March 5, 2007

Financial services firms adopt rich Internet applications (RIAs) to enhance the user experience with benefits like streamlined processes, customized content views, and financial modeling. To understand the usability of RIAs in financial services, we evaluated . . .

For Customer Experience Professionals

What Europeans Think Of Bank Web Sites

by Tim van Tongeren, February 27, 2007

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 . . .

For Customer Experience Professionals

Reviewing Continental European Banks' Sales Sites

Continental European Banks Fail To Offer Compelling User Experiences

by Tim van Tongeren, December 26, 2006

Forrester reviewed the user experience on the sites of six large banks in Continental Europe — Crédit Agricole (France), Deutsche Postbank (Germany), la Caixa (Spain), UniCredit Banca (Italy), Credit Suisse (Switzerland), and Nordea (Sweden) — using our . . .

Egg Tops Our UK Direct Banks' Web Site Rankings

by Tim van Tongeren, September 26, 2006

Are UK's direct banks setting the standards for developing compelling sales experiences on the Internet? Not according to our findings. Only Egg meets our minimum requirements for effective online sales. The other firms — Smile and First Direct — were . . .

Best And Worst Of Australian Bank Public Web Sites

ANZ Bank, CBA, NAB, And Westpac Did Not Pass

by Alyson Clarke, July 19, 2006

Just how good are Australia's major banks' Web sites at attracting new customers? Forrester used its Web Site Review methodology to review the public sites of Australia's four largest banks. All four sites contained major design flaws that cost the banks . . .

Dutch Bank Public Web Site Rankings

How Well Do Dutch Banks Sell Online?

by Tim van Tongeren, June 22, 2006

To see how well the Web sites of Dutch banks meet the needs of consumers shopping for financial products online, Forrester evaluated the public section of the sites of the three largest Dutch banks — ABN AMRO, Postbank, and Rabobank — using our Competitive . . .

Canadian Bank Secure Web Site Rankings

Forrester's Competitive Site Assessment Ranks Seven Canadian Banks

by Brad Strothkamp, March 17, 2006

Forrester evaluated the seven largest Canadian banks (Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust) using its Competitive Site Assessment (CSA)methodology. The analysis focused on the secure . . .