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  • Report 2016 US Online Banking Functionality Benchmark

    Direct Bank USAA Earns The Top Spot Overall, While Bank Of America Leads Among Large Traditional Banks
    February 7, 2017 | Peter Wannemacher

    Tens of millions of US bank customers use their providers' secure websites to complete tasks and achieve their banking objectives. As such, digital banking teams must keep a close eye on which...

  • Report 2016 Canadian Online Banking Functionality Benchmark

    CIBC Again Earns The Highest Overall Score, But All Of The Big Five Banks Demonstrate Best Practices
    January 30, 2017 | Peter Wannemacher

    Tens of millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must keep a close eye on which goals...

  • Report What Banks Can Learn From Retailers' Websites

    Eight Marketing And Sales Tactics That Digital Banking Teams Should Borrow From Their Retail Peers
    March 31, 2015 | Peter Wannemacher

    Over the past decade, eBusiness and channel strategy teams at many large banks have done yeoman's work in upgrading and improving their public websites. They've made great strides in areas like...

  • Report 2013 US Bank Secure Website Rankings

    Citi Retains The Top Spot
    December 26, 2013 | Peter Wannemacher, Rachel Roizen

    Digital teams at banks are continuously evaluating their secure websites, with an eye toward enhancing content and functionality. These teams want to know how they compare with their peers, while...

  • Report 2013 Canadian Bank Secure Website Rankings

    RBC Remains The Leader, But BMO And Scotiabank Are Close Behind
    December 26, 2013 | Peter Wannemacher

    Digital teams at banks are continuously evaluating their secure websites, with an eye toward enhancing content and functionality. These teams want to know how they compare with their peers, while...

  • Report 2012 US Bank Secure Website Rankings

    Citi Moves To The Top With Added Functionality And A New Look
    January 22, 2013 | Peter Wannemacher, Catherine Graeber

    Digital banking teams want to know where they stack up against competitors when it comes to their secure websites and other digital features — everything from mobile functionality to customer...

  • Report 2012 Canadian Bank Secure Website Rankings

    Firms Continue To Enhance Core Functionality But Lack New Digital Banking Features
    January 22, 2013 | Peter Wannemacher, Catherine Graeber

    This report details how the secure websites of the six largest retail banks in Canada stack up against each other across six categories and 66 individual criteria measuring the banks' online...

  • Report 2011 US Bank Secure Website Rankings

    Marked Improvements Across All Firms, With Wells Fargo Leading
    November 11, 2011 | Peter Wannemacher

    Forrester conducted our annual evaluation of the secure online banking websites of the six largest US banks — Bank of America, Chase, Citibank, PNC Bank, U.S. Bank, and Wells Fargo — using our...

  • Report How eBusiness Executives At Financial Services Firms Are Successfully Using Twitter

    Forrester Identifies Five Attributes Of Valuable Client Interactions Via Twitter
    January 27, 2011 | Brad Strothkamp, Peter Wannemacher

    Forrester measured the Twitter activity of 30 North American financial services firms. We found that successful financial services brands on Twitter are proactive, multichannel, conversational,...

  • Report How Canadian Insurance Customers Use Different Channels

    August 24, 2010 | Ellen Carney, Peter Wannemacher

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

  • Report How Canadians Rate Their Investment And Insurance Firms On Retirement Planning

    Top Firms Include Investors Group And RBC Wealth Management
    February 16, 2010 | Bill Doyle, Peter Wannemacher

    With nearly 5 million Canadians headed into retirement in the next 10 years — and younger Canadians beginning to plan for their own retirements — eBusiness and channel strategy professionals need...

  • Report How US Bank Customers Use ATMs

    January 26, 2010 | Edward Kountz, Peter Wannemacher

    ATMs are an important but often neglected channel. Eighty-five percent of US bank customers use ATMs, and one in three uses one at least weekly. Today's consumers use ATMs to make deposits, check...

  • Report Why Americans Research Financial Products Online But Buy Through Other Channels

    Channel Switching Is Driven Largely By Security And Support Issues
    September 22, 2009 | Edward Kountz, Peter Wannemacher

    Many US customers use multiple channels when buying financial services products, crossing channels during their path to purchase. Among online adults, 41% of financial product applicants research...

  • Report US Teen Millennials Underscore The Vital Nature Of The Online Channel To Financial Services

    Profiling The Financial Attitudes And Behavior Of US Online Teenagers
    August 13, 2009 | Brad Strothkamp, Peter Wannemacher

    There are roughly 20 million Teen Millennials — individuals between 13 and 17 years old — in the US. As consumers, Teen Millennials tend to be loyal to brands but mistrustful of financial...

  • Report How US Credit Card Customers Use And Rate Issuers' Secure Sites

    Customers Do Little More Than View And Pay Their Bills Online
    July 30, 2009 | Emmett Higdon, Peter Wannemacher

    There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the...

  • Report The State Of US Small Business Banking

    Nearly Two-Thirds Of Small Businesses Use The Web For Financial Transactions
    July 21, 2009 | Brad Strothkamp, Peter Wannemacher

    There are more than 25 million small businesses — firms with fewer than 500 employees — in the US, and more than one in 10 US online consumers is a small business owner. The recession has had a...

  • Report What Consumers Want When Enrolling In 401(k)s

    Recent Applicants Favor Online Research Tools And Automatic Enrollment
    June 9, 2009 | Edward Kountz, Peter Wannemacher

    More than 70 million US adults — around one-third of the adult population — currently have a 401(k) account or workplace retirement savings plan. Although growth in 401(k) ownership has been...

  • Report How US Consumers Research Retirement

    Many Sources Are Used, But Financial Advisors Are Considered Most Helpful
    April 28, 2009 | Bill Doyle, Peter Wannemacher

    Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

  • Report What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

    Account And Portfolio Data Remain Most Important
    April 9, 2009 | Bill Doyle, Peter Wannemacher

    Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

  • Report How US Online Investors Rate Their Firms On Retirement Planning

    Edward Jones, Independent Advisors, And Vanguard Rank Highest
    April 3, 2009 | Bill Doyle, Peter Wannemacher

    More than half of all US investors are worried that they won't have enough money to retire comfortably. When we ask clients to rate investment firms' ability to prepare them for retirement, Edward...

  • Report What US Affluent Investors Want From Their Investment Firms' Web Sites

    Account Data Is Most Important, With Vanguard Rated Highest For Quality
    February 12, 2009 | Bill Doyle, Peter Wannemacher

    More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by...

  • Report Three Ways Online Security Affects North Americans' Financial Behavior

    How Secure Consumers Feel Online Affects What They're Willing To Do
    February 3, 2009 | Brad Strothkamp, Peter Wannemacher

    For the past five years, Forrester has tracked the degree of security consumers feel when using financial information on the Internet. By analyzing these trends and our most recent survey data, we...

  • Report Canadians To Mobile Banking: We're Just Not That Into You

    Few Canadians Are Interested In Mobile Banking; Fewer Still Use It
    December 9, 2008 | Emmett Higdon, Peter Wannemacher

    Half of Canadian online consumers are aware of mobile banking, but just 1% currently use the service, and only 3% more report any interest in doing so in the future. What's stopping online...

  • Report Getting More Financial Services Shoppers To Apply Online

    Many North Americans Have Not Applied Online But Would Consider Doing So
    September 30, 2008 | Brad Strothkamp, Peter Wannemacher

    eBusiness professionals at financial firms must understand not only who is already buying financial products on the Web but also who is the most likely to do so in the future. Forrester identified...

  • Report In The US, Few Use Financial Comparison Sites

    September 5, 2008 | Benjamin Ensor, Peter Wannemacher

    More than 9 million US adults have used a comparison Web site to research a financial product, and one-third of US online financial researchers say they trust product comparison sites. US online...

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