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For Customer Experience Professionals

What Consumers Want On Bank Web Sites

February 22, 2008

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  • By Kerry Bodine
  • with Bruce D. Temkin,
  • Olga Melnikova,
  • Andrew McInnes

Why Read This Report

Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers across five generations want on bank sites. Some of our findings: User ratings/reviews top the list, entertaining games come in last, and Gen X consumers want discussion boards/forums and product videos more than any other generation.

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