Summary
Forrester evaluated the secure websites of five of the largest US credit card issuers — American Express, Bank of America, Capital One, Chase, and Citibank — using our Website User Experience and Functionality Benchmark (WSB) methodology. Bank of America surged to a clear victory over bank and monoline issuers with a consistent card site that was solid if not spectacular. American Express posted the highest scores for transaction content and functionality, although its busy and confusing site also drew the lowest marks for usability. Capital One, conversely, led the way in usability with a simple, straightforward site but suffered from weak account management functions.
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