Best Practice Report

2017 Canadian Online Banking Functionality Benchmark

CIBC Again Earns The Highest Overall Score, Though Each Canadian Bank Offers Lessons For Others

August 16th, 2017
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
August du Pont, null
August du Pont
With contributors:
Mike Chirokas , Benjamin Ensor , Cody White

Summary

Millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus 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 the secure websites of six retail banks in Canada across 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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