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March 5, 2010

Keynote Customer Experience Rankings tests UK banking websites

by Brian Turner

Story link: Keynote Customer Experience Rankings tests UK banking websites

The Keynote Customer Experience Rankings for UK Banking Prospects tested ten of the leading UK’s banking websites using 2500 volunteers, to determine how customers may perceive banks and how accessible their websites were.

The results presented a mixed bag for banks, with many scoring well in different areas – interestingly, both the Co-operative Building Society and Nationwide Building Society scoring particularly well overall.

Here are the results:

Overall customer experience – will visitors move to online banking?
1 The Co-operative Bank
2 Nationwide
3 Halifax

Customer Satisfaction – is your site user friendly?
1 NatWest
2 The Co-operative Bank
3 Halifax

Conversion Impact – do site visits translate to account sign-ups?
1 The Co-operative Bank
2 Nationwide
3 Halifax

Brand Impact – does your site measure up?
1 The Co-operative Bank
2 Nationwide
3 HSBC

Technical performance – reliability
1 NatWest
2 Halifax
3 Nationwide

Technical performance – responsiveness
1 Halifax
2 Bank of Scotland
3 HSBC

 

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