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2014 US Online Banking Functionality Benchmark

Citi And Wells Fargo Have The Most Extensive Secure Website Functionality

January 7, 2015

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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 the US, with almost three-quarters of US online adults using it compared with less than 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 the US 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: Citi And Wells Fargo Lead
  • Best Practices On US Banks' Secure Sites
  • RECOMMENDATIONS

  • Integrate Human Help To Meet Customers' Rising Expectations
  • HOW FORRESTER CAN HELP

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

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