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.
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