Best Practice Report

2017 US Online Banking Functionality Benchmark

USAA Again Leads Overall, While Bank of America And Wells Fargo Lead Among Banks With Branches

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


Tens of millions of US 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 seven retail banks in the US 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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