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  • Report What Drives Mobile Banking Usage

    Alerts And Apps That Help Customers Feel Accomplished Boost Mobile Engagement Among US Bank Customers
    June 27, 2016 | Peter Wannemacher, Nicole Dvorak

    Digital banking teams are tasked with many jobs, but one of the most important is the mandate to engage mobile banking customers and increase usage. To help digital teams better understand and...

  • Report Must-Have Features On Banks' Secure Websites

    Understanding Consumer Use And Best Practices Can Guide Providers Toward Online Banking Success
    November 5, 2013 | Peter Wannemacher

    For banks, getting their secure websites right is critical to business success. So how can digital teams at banks ensure their websites meet or exceed user expectations? Our data shows that some...

  • Report Why More Banks Should Put Search On Their Secure Websites

    Online Bankers Say Search Is Important But Low In Quality, And Many Banks Don't Offer Search On Their Secure Websites
    November 5, 2013 | Peter Wannemacher

    Banks routinely upgrade and enhance their secure websites with an eye toward meeting users' needs, driving sales, and differentiating from competitors. Key decisions in this process often revolve...

  • Report What Drives Retention And Sales In US Banking?

    Using Regression Modeling To Better Understand The Drivers Of Acquisition, Retention, And Cross-Selling In Banking
    October 18, 2012 | Gina Fleming, Peter Wannemacher

    In 2012, the age of the customer is in full swing. Gone are the days when companies could simply offer their services and customers could choose to take them or leave them — today, companies need...

  • Report eBusiness Leaders Should Use The Web To Target Small Businesses Shopping For Financial Products

    One-Third Of Small Business Owners Research Financial Services Products Online
    April 12, 2011 | Peter Wannemacher, Brad Strothkamp

    Three in four small business owners have used the Internet for at least one banking activity in the past year. But which channels do owners use to shop for the financial products they use for their...

  • 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 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 Customer Advocacy 2009: How Customers Rate Canadian Banks

    Scores Drop Overall, But RBC Rises And Credit Unions Lead
    June 30, 2009 | Bill Doyle, Peter Wannemacher

    Customer advocacy — the extent to which a firm's customers believe it does what's best for them rather than its own bottom line — is a key predictor of customer retention and growth. Forrester has...

  • Report What Makes Credit Union Customers Different?

    Greater Loyalty, More Trust, And Higher Interest In Product Purchase
    May 13, 2009 | Brad Strothkamp, Peter Wannemacher

    US credit unions currently serve more than 90 million members and control 18% of the US checking account market. Credit union customers tend to own more financial products and are more likely to...

  • Report The Recession's Impact On US Consumers' Financial Behavior

    The Crisis Affects Consumers' Likelihood To Switch Banks And Use Credit
    February 24, 2009 | Edward Kountz, Peter Wannemacher

    More than half of all US online adults say their personal financial situation has gotten worse in the past 12 months. Just one-third of these consumers think their circumstances will improve in...

  • 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 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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