Banks Could Improve Online Services per Change Sciences
A new report by Change Sciences Group, Inc. outlines best practices in customer service provided through bank's web sites, but also found that there are many areas where banks could improve.
Overall, the report cited 12 banks who are top performers including the top three: National City, E*Trade and Bank of America.
Still, overall, Change Sciences said two-thirds of the banks reviewed could make it easier for customers to log on, three-fourths could make it easier to log out, three-fourths could make it easier to view pending payments, and three-fourths could make it easier to view recent transactions. The report also said two-thirds could make bill paying easier, and all but one bank could improve their support systems for adding payees.
"The real issue isn't reducing the number of calls to the call center," said Steve Ellis, one of the company's partners. "It's winning over the customer who logged in once, found it too much of a hassle, and never came back. So even fixing what may seem like a little problem with design can pay big dividends."
Change Sciences also said the banks that have implemented the following features are ahead of the game:
- Cancelled check images
- Reminder e-mail to confirm payments
- Electronic interbank transfers
For information, go to www.changesciences.com
Copyright © 2004 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 14, No. 8, 10/04
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