Best Practice Report

2016 US Online Banking Functionality Benchmark

Direct Bank USAA Earns The Top Spot Overall, While Bank Of America Leads Among Large Traditional Banks

February 7th, 2017
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
With contributors:
Benjamin Ensor , Cody White , Mike Chirokas , Erna Esa , Rachel Birrell

Summary

Tens of millions of US bank customers use their providers' secure websites to complete tasks and achieve their banking objectives. As such, digital banking teams must keep a close eye on which goals a customer can complete via online banking, and 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 six banks in the US across more than 50 criteria. This report outlines our findings as well as the insights and best practices uncovered in this research.

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