Best Practice Report

2015 US Online Banking Functionality Benchmark

Citi And Wells Fargo Have The Most Extensive Secure Website Functionality

December 14th, 2015
RR
Rachel Roizen
With contributors:
Alyson Clarke , Benjamin Ensor , Audrey Blumstein , Nicole Lesperance

Summary

In the past year, eBusiness and channel strategy leaders at large US banks have not made many changes to their secure websites. Despite the fact that mobile is becoming the hub of customers' banking relationships, the secure website remains more widely used — and the most important touchpoint for higher-consideration activities. To help digital banking teams improve their secure websites, Forrester used its Website Functionality Benchmark methodology to evaluate the secure websites of the five largest retail banks in the US across more than 50 criteria. This report outlines our findings and the online banking best practices we uncovered.

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