Summary
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 the top score in nearly every category — by offering users a fully functional site that easily and consistently meets customers' transactional and self-service needs. Web site navigation and presentation still need improvement, with the largest US banks continuing to struggle with the usability of their sites overall.
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