Forrester’s 2013 US bank ranking puts Citi on top for the second year in a row, scoring 78 overall out of 100. The average score of the six reviewed banks was 68 out of 100 — across Citi, Bank of America, Wells Fargo, Chase, Capital One, and U.S. Bank. Citi stood out for assisted service, providing a wide array of contact options as well as best-in-class social media customer service, and in security and privacy.
All six banks scored well in the money movement category, which includes criteria around bill pay, transfers, and P2P payments. These US banks also scored well across the board for alerts with extensive account, transaction, and security alert offerings. However, notes Forrester Senior Analyst Peter Wannemacher in the new banking research, while some US banks have made strides in providing money management tools, many firms still don’t offer these tools. In addition, too few banks have embedded these tools into commonly used parts of their secure sites, such as the home page.
Learn more about Forrester’s latest US bank ranking here.