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Design & Organization Continues To Be Most Important Predictor Of Overall Customer Experience For U.S. Retail Bank Marketing Sites - Keynote Research Reveals

Keynote Competitive Research, the industry analysis group of Keynote® (Nasdaq: KEYN), today announced the results of a new study examining the business and technical effectiveness of U.S. Retail Bank Marketing websites. In the 2012 Bank Marketing study BB&T took first place for Overall Customer Experience, while in the Technical Quality portion of the study Wells Fargo took first for Responsiveness (Speed), and U.S. Bank scored first for Reliability. The entire study is available for immediate purchase. To request more information please visit: In other related news issued today (see separate press release), Keynote announced the winners of its latest Banking Scorecard, now in its 13th year, that scores 23 large and regional banks on more than 300 criteria describing customer experience best practices.

Winners of Keynote Competitive Research studies are invited to participate in the company’s Online Excellence Program which recognizes the "best of the best" websites as ranked in the studies. The rankings are based on responses from real users, who are observed as they accomplish tasks on each of the sites studied, as well as real data collected through Keynote website monitoring to assess the technical quality of the sites. For each study, Keynote recognizes the companies with the overall top ranking, as well as those exhibiting excellence in specific categories.

For the ‘Customer Experience’ portion of the study, Keynote observed and conducted online interviews with 2,000 prospective online banking customers as they interacted with the websites of a total of 10 leading U.S. banks (200 people per site): Bank of America, BB&T, Chase, Citibank, Citizens Bank, PNC, Regions Bank, SunTrust, U.S. Bank and Wells Fargo.

For the ‘Technical Quality’ portion of the study, Keynote performed 6,000 total measurements for each site, for a total of 60,000 total measurements, from 12 locations in the U.S. The data was collected every day over a one month period during the websites’ peak period (8:00 AM-Midnight, EST., Monday-Sunday).

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