The study revealed that when tested by actual Canadian consumers RBC Royal Bank’s website ( www.rbcroyalbank.com) offered the strongest overall Customer Experience, performing best in Brand Impact and scoring second in Customer Satisfaction. Other key findings include:
- BMO Bank of Montreal won Customer Satisfaction, while PC Financial was the high scorer for Acquisition Impact;
- Account Offering Interest (the perceived quality and diversity of account offerings and resulting interest therein) and Site Organization remain the most important aspects of the overall customer experience, predicting Brand perceptions and Customer Acquisition;
- Help and Support, Ease of Opening Account, Visual Appeal, and Site Performance are also key drivers for brand and acquisition.
For the ‘Technical Quality’ portion of the study, using measurement computers located in four cities across Canada, Keynote measured a typical transaction of starting at the bank’s Home Page and going through the process of finding and applying for a Chequing account, stopping where applicants were asked for their identity. Based on the thousands of transactions monitored over the course of the study, Scotiabank ranked first in Overall Technical Quality, scoring tops in both Responsiveness (or speed), and Reliability, with perfect scores of 1000 in both.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 2,000 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 and acquisition impact and the customer experiences driving 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/CanadianBanking2013. About Keynote Keynote® (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® provides the industry's only true cloud-based platform for testing and monitoring the functionality, usability, performance and availability of mobile applications and websites. It's suite of mobile testing solutions is used by over 1,000 mobile developers and enterprises to deliver quality mobile applications and services to the mobile channel. 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, Inc., 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. The trademarks or registered trademarks of Keynote Systems, Inc. in the United States and other countries include Keynote ®, DataPulse ®, Keynote Customer Experience Rankings ®, Perspective ®, Keynote Red Alert ®, Keynote WebEffective ®, The Internet Performance Authority ®, MyKeynote ®, SIGOS ®, SITE ®, keynote ® The Mobile & Internet Performance Authority™, Keynote FlexUse ®, Keynote DeviceAnywhere ®, Keynote DeviceAnywhere Test Center ®, Keynote DemoAnywhere ® and Keynote MonitorAnywhere ® All related trademarks, trade names, logos, characters, design and trade dress are trademarks or registered trademarks of Keynote Systems, Inc. in the United States and other countries and may not be used without written permission. All other trademarks are the property of their respective owners.