Keynote Study Names RBC Royal Bank Top Web Site For Overall Customer Experience; Scotiabank Takes First For Technical Quality, With Perfect Scores In Reliability And Responsiveness For Second Year Running
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 Canadian Banking Websites. In the latest Keynote study of Canadian banking sites, RBC Royal Bank took first place for Overall Customer Experience, while Scotiabank took first for Overall Technical Quality, scoring tops in both Reliability and Responsiveness (Speed). The entire study is available for immediate purchase. To request more information please visit: http://bit.ly/CanadianBanking2013. The study is part of the work performed by Keynote Competitive Research, a division of Keynote Systems. 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 were observed as they accomplished 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 more than 1,650 prospective customers (275 per site) as each interacted with the website of one of six leading Canadian banks: BMO Bank of Montreal, CIBC, President’s Choice Financial, RBC Royal Bank, Scotiabank and TD Canada Trust. 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. For the 2012 Canadian Banking Prospects Study, Canadian consumers not already using a given bank were asked to visit the bank’s home page and then complete three tasks. First, they searched the site for information on opening a chequing or savings account to suit their needs. Next, they started the process of opening a chequing or savings account, going as far as possible without actually submitting the application. Finally, they thought of an issue or question they might have had while visiting the site or during the process of trying to open an account and then used the site's help features to find the answer to the issue or question they selected or described.