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2014 Canadian Online Banking Functionality Benchmark

CIBC Leads With A Redesigned Home Page And New Features, But All Of The Big Five Banks Offer Extensive Secure Site Functionality

January 7, 2015


Why Read This Report

Despite the growth of mobile and tablet banking over the past few years, online banking continues to be widely used in Canada, with over three-quarters of Canadian online adults using online banking compared with just over one-third who use mobile banking. To help digital banking teams improve their secure websites, Forrester used its Website Functionality Benchmark methodology to evaluate and rank the secure websites of the five largest retail banks in Canada across more than 50 criteria. This report outlines our findings and the insights and online banking best practices we uncovered.

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Table of Contents

  • Forrester's Website Functionality Benchmark Methodology
  • Benchmarking The Sites: CIBC Leads, But Others Are Close Behind
  • Best Practices On Canadian Banks' Secure Sites

  • Integrate Human Help To Meet Customers' Rising Expectations

  • Get Independent And Objective Recommendations For Your Site
  • Supplemental Material
  • Related Research Documents

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