Wave Report

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

US 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

Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers 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 six large US banks. 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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($2995).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.