Best Practice Report

2016 Canadian Online Banking Functionality Benchmark

CIBC Again Earns The Highest Overall Score, But All Of The Big Five Banks Demonstrate Best Practices

January 30th, 2017
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
With contributors:
Mike Chirokas , Benjamin Ensor , Cody White , Erna Esa

Summary

Tens of millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must keep a close eye on which goals a customer can complete via online banking, as well as how conveniently they can complete those goals. To help digital banking teams improve their online banking services, Forrester used its Digital Banking Functionality Benchmark methodology to assess and score the secure websites of the five largest retail banks in Canada across more than 50 criteria. This report outlines our findings as well as the insights and online banking best practices uncovered in this research.

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