Trends Report

Stop Hiding Rates And Fees On Bank Sites

Digital Feature Fix: Win And Retain Customers With Greater Transparency

October 5th, 2018
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
August du Pont, null
August du Pont
With contributors:
Peter Wannemacher , Benjamin Ensor , Piers Conway , Sam Bartlett

Summary

Our Industry Wave™ evaluations often reveal that some banking websites and mobile apps are missing important content, features, or functions that help customers. Time and again, we see banks, credit unions, credit card issuers, and mortgage lenders making rates and fees difficult to understand with complicated rules and exclusions or by burying crucial information that customers need. This brief explains why transparency is important, illustrates good practices from leading firms, and helps digital teams understand how to present rates and fees effectively.

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