Study Says Bank Sites Rank Low in Reliability
A new survey by Keynote found that overall, bank sites rank relatively low in comparison to other types of financial firms when it comes to Web site reliability and responsiveness.
The study, which is a companion study to Keynote's Customer Experience Ranking, found that bank sites are available about 96 percent of the time and unavailable an average of 15 hours per week because of technical issues. That compares to about 98 percent availability for credit card companies and 99.6 percent availability for online investment companies.
On the positive side, several banks have made significant gains in the customer experience rankings. Bank of America and Wachovia both improved their performances significantly in the last year - regaining leads they were losing to smaller banks. Washington Mutual came out on top overall in customer experience.
Copyright © 2005 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 15, No. 11, 11/05
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