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For eBusiness & Channel Strategy Professionals

Benchmarking Australian Banks' Sales Sites, 2010

Australian Banks Excel In Supporting The Online Application

October 18, 2010

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Why Read This Report

Forrester evaluated the public Web sites of the big four Australian retail banks — Australia and New Zealand Banking, Commonwealth Bank of Australia, National Australia Bank, and Westpac — using our Web Site Functionality Benchmark methodology. Australian banks' Web sites are especially strong in supporting the online application but lack basic content and functionality for supporting the first phases of the customer journey. eBusiness executives should advertise everyday accounts more prominently, offer a well-structured and sales-oriented product overview for everyday accounts, tell prospects why they should become customers, and provide needs-oriented advice tools that help customers choose the right everyday accounts.

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Also in Collection: Australian Digital Financial Services Benchmark

Table of Contents

  • Forrester's Web Site Functionality Benchmark Methodology
  • Australian Banks Excel In Supporting The Online Application
  • Best Practices Of Australian Bank Web Sites In Content And Functionality
  • RECOMMENDATIONS

  • Catch Up On Supporting The First Phases Of The Customer Journey
  • Related Research Documents

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