Wave Report

The Forrester Banking Sales Wave™: Canadian Mobile Sites, Q1 2020

Canadian Banks Need To Better Help Prospects Choose And Apply

January 23rd, 2020
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
Andrew Hogan, null
Andrew Hogan
With contributors:
Stephen Powers , Senem Guler Biyikli, PhD , Madeline King , Amelia Nickels , Piers Conway , Sam Bartlett

Summary

Chequing accounts are central to a customer's relationship with their primary bank, and an increasing number of Canadians are using their mobile phone to find, research, and apply for an account. To assess how helpful sites are to customers with smartphones, we evaluated the mobile sites of five large Canadian banks and one digital-only bank. This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience (CX) executives can learn from them.

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