Keynote Competitive Research produces leading industry research using the company’s commercially available Web performance monitoring and real user experience testing products. Keynote regularly evaluates the current state of online customer experience, technical quality (responsiveness/reliability) and implementation of best practices on leading websites across a wide variety of vertical markets including financial services, automotive, media/entertainment, retail, travel and technology.More Information about the Customer Experience Rankings for US Bank Marketing Websites For the ‘Customer Experience’ component of the study, Keynote sent 200 U.S. resident Internet users to each of the 10 banking websites. The online panelists were asked to evaluate the site’s home page and think about how helpful the home page is for understanding what they are able to do on the site. Panelists were then asked to use the site to find a checking or savings account that might suit their needs. Next, panelists were asked to choose a specific checking or savings account and proceed through the process of opening that account on the site, going as far as possible without actually submitting the application. Finally, participants were asked to spend a few minutes to find all options available on the site to help resolve any problems or questions that may have arose during the research and application process. The study revealed that when tested by actual users BB&T’s website ( www.bbt.com) offers the strongest Overall Customer Experience, placing first in Brand Impact, Acquisition Impact and Customer Satisfaction and placing third in Online Adoption. Other key findings include:
- Design & Organization continues to be the most important aspect of the customer experience, predicting brand perceptions and customer acquisition;
- Offering Interest and Ease of Finding Account increased in importance in 2012;
- Customer Support and Site Performance declined slightly in importance in 2012;
- Ease of Opening Account, Other Financial Accounts Interest, Privacy & Security, Speed of Opening Account and Online Banking Interest remain influential drivers.
In order to collect the Technical Quality data Keynote used its Transaction Perspective® product, the leading real browser-based service for measuring and monitoring website performance from the end user perspective. With Keynote Transaction Perspective the company examines website performance from multiple geographic locations by simulating users clicking through transactions on a website. Keynote collected approximately 6,000 data points that detailed each of the sites’ technical performance in terms of page responsiveness and reliability.The study is available for purchase from Keynote and comes with extensive analysis of brand impact, acquisition impact, reliability and responsiveness and the factors that drive sites’ performance in these areas. Clients will receive an executive presentation, extensive back-up charts and illustrations, and online access to all clickstreams, verbatims, question responses and panel facts for all panelists at all sites for all tasks and can download and use this data in their own research. To inquire about a copy view: http://bit.ly/BankingStudy. About Keynote Systems Keynote® Systems, Inc., (Nasdaq: KEYN) is the global leader in Internet and mobile cloud testing & monitoring. Keynote maintains the world’s largest on-demand performance monitoring and testing infrastructure for Web and mobile sites comprised of over 7,000 measurement computers and mobile devices in over 275 locations around the world that enable companies to continuously improve the online and mobile experience. Known as ‘The Mobile and Internet Performance Authority™,’ Keynote offers three market-leading product platforms: Keynote Perspective® provides on-demand performance monitoring for enterprise Web and mobile sites including online portals, e-commerce sites and B2B sites. Over 2,000 customers rely on Keynote Perspective services to know precisely how their websites, content, and applications perform on actual browsers, networks, and mobile devices. Keynote DeviceAnywhere™ is an enterprise-class, cloud-based, mobile application lifecycle management (ALM) testing & quality assurance platform. It is used by over 1,000 mobile developers and enterprises to deliver mobile applications, content and services faster while reducing downtime and testing costs. Keynote SIGOS offers active end-to-end Quality of Service (QoS) testing and monitoring solutions for mobile, fixed and VoIP communications. Its SITE and Global Roamer products are used by over 200 network operators, content providers, carriers and regulators in over 100 countries worldwide. Keynote's 4,000 customers represent top Internet and mobile companies and include American Express, AT&T, Disney, eBay, E*TRADE, Expedia, Google, Microsoft, SonyEricsson, T-Mobile and Vodafone. Keynote Systems is headquartered in San Mateo, California and can be reached at http://www.keynote.com/ or by phone in the U.S. at 1-800-KEYNOTE. Keynote®, DataPulse®, CustomerScope®, Keynote CE Rankings®, Keynote Customer Experience Rankings®, Perspective®, Keynote Red Alert®, Keynote Traffic Perspective®, Keynote WebEffective®, The Internet Performance Authority®, MyKeynote® , SIGOS®, SITE®, The Mobile & Internet Performance Authority™ and Keynote FlexUse™ are trademarks or registered trademarks of Keynote Systems, Inc. in the United States and/or other countries. All other trademarks are the property of their respective owners. © 2012 Keynote Systems, Inc.