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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 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 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 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 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 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...

  • Report Who's Researching Life Insurance Online?

    July 11, 2008 | Bill Doyle, Peter Wannemacher

    Of the 3 million Americans who have researched life insurance during the past year, more than one in three used the Internet to do so, making it the second most popular research channel after...

  • Report The Social Technographics® Of US Online Bankers

    March 4, 2008 | Bill Doyle, Peter Wannemacher

    As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

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