BB&T Named Top Site For Overall Customer Experience Among U.S. Retail Banking Websites For Second Straight Year, Placing First In All Four Customer Experience Categories
Keynote® (NASDAQ: KEYN), the global leader in Internet and mobile cloud testing and monitoring, today announced the results of a new study examining the business effectiveness of U.S. retail bank marketing websites. In the latest Keynote web banking study, BB&T took first place for Overall Customer Experience for the second year in a row, while Citibank scored highest for Responsiveness (Speed) and U.S. Bank took first for Reliability. The entire study is available for immediate purchase. To request more information please visit: http://bit.ly/BankingStudy.
The study was conducted by the Competitive Research group within Keynote. Winners of Keynote Competitive Research studies are eligible for Keynote’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 access websites in their normal settings and are asked to perform 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.
According to a recent study from industry research group Novantas LLC, the most common types of in-branch banking transactions, from opening bank accounts to making deposits and resolving problems, have been declining steadily every year since 2006. Some analysts are even predicting as much as a 50% reduction in the number of U.S. branches by end of decade. With such a precipitous decline in the number of in-person customer transactions and interactions, the already important goal of providing great online customer experience will become paramount as more and more transactions occur online. With this background, Keynote’s 2013 study of the business and technical effectiveness of the websites of 10 of the top U.S. retail banks should hold added significance for all those in the banking industry charged with ensuring the health and vibrancy of their online offerings.
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