Forrester’s 2013 Canadian bank secure website ranking puts RBC at the top spot for the seventh straight year with a score of 69 overall out of 100. The average score of the six reviewed banks was 62 out of 100 — across RBC, BMO, Scotiabank, CIBC, TD Canada Trust, and National Bank of Canada. RBC leads in many of the customer-service-focused categories with easy-to-use self-service tools. It also excels in money management, with innovative features such as a branded app store that offers digital money management apps within the secure site.
Overall, Canadian banks excel at secure site cross-selling, with every ranked bank earning a high score in the cross-selling category. They accomplish this by placing marketing and calls to action on home pages and by employing merchandising tactics within “products and services” tabs. However, overall these banks fall short on search, self-service, and money management, with four of the six ranked banks earning low scores for self-service features. For instance, just two firms offer sitewide keyword search to help customers find what they’re looking for.
Learn more about Forrester’s latest Canadian bank ranking here.