2010 US Bank Secure Web Site Rankings

Forrester evaluated the secure Web sites of the six largest US banks — Bank of America, Chase, Citibank, PNC Bank, U.S. Bank, and Wells Fargo — using our Web Site User Experience and Functionality Benchmark (WSB) methodology. Bank of America edged just ahead of Wells Fargo in a close race where user experience scores proved to make the difference. Nearly every bank failed to meet Forrester's minimum standard in at least one user experience category. As the largest banks continue to bring ever deeper functionality to their secure sites, it is clear that usability has suffered along the way. eBusiness managers looking to attract a new generation of customers to the online channel must address these user experience gaps to capture the attention of users raised on simple consumer electronic and mobile device interfaces.