In this edition of Credit Card Monitor, we look at public site search tools, focusing on the accessibility of the tools, usefulness of Search results, and the design of the results page. Even the most well-organized sites can contain so much content and levels of navigation that it may not be immediately apparent where site visitors can find what they’re looking for. Therefore, when it comes to a Search tool, we considered three main categories as it pertains to search capabilities – accessibility, usability and results. As we explored each issuer’s public site search tool capabilities, we focused on the following issues:
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Where is the Search tool located?
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What options are available within Search?
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How many results are displayed per page, and are these results categorized?
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This month, we revisit our Small Business Card Monitor firms’ online expense reports offerings. Online expense reports continue to be a great service for business card holders, as they can help with filing taxes, setting company-wide budgets and tracking employee spending. Since our last look at online expense reports, we noticed more firms began offering this resourceful feature, while others made enhancements, making the feature more user-friendly and visually appealing.
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Resort-branded cards provide rewards that offer points or earnings towards trips and stays, often without charging an annual fee. In this report we looked at the cards currently available in this card sector, investigating the fees, rates, rewards earnings and secondary perks associated with each. The best resort card products feed into existing rewards programs, allowing users to quickly and easily earn rewards, and include ways for clients to earn accelerated and loyalty rewards points. As we explored each co-branded resort card, we focused on the following issues:
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Which cards carry annual fees?
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Are the resort rewards programs standalone, or do they integrate with a co-branded partner’s existing program?
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Are cards prominently displayed on the issuers’ public sites
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Retail banks offer different takes on user authentication, as some firms utilize user-selected images, personal phrases, customer activity tracking, and computer usage patterns. In this edition of Bank Monitor Report, we investigate both the basic and more advanced client-authentication systems used by each bank, focusing on how firms protect the login process, and on the efficiency and visibility of the security offered during login. As we examined each bank’s private site authentication processes, we focused on the following issues:
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Does the public site homepage feature a prominent login field, and are the login and password inputted on a single page or across multiple steps?
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Are clients required to answer security questions when logging in from an unrecognized computer?
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Can clients reset their passwords via the public site?
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The Small Business Card Monitor Report takes a look at the payment capabilities offered by our eight SBCM firms. In our research, we found that all covered firms allow business card holders to schedule both one-time and automatic card payments online. All but one SBCM firm offer these payment options within a single area of the private site. Although all SBCM firms offer the same type of payment options, we found differences in their payment interface presentation, payment amount options and payment time and date availability. In addition, we discuss related services, such as the option to view past payments and manage bank accounts. Lastly, the report mentions help features that aid clients during the payment process.
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Live chat tools are online resources that provide immediate, real-time access to a customer service representative. This allows clients to reach out to their bank without having to endure long wait times or devote their full attention over the phone. In this edition of Bank Monitor Report, we reviewed all available live chat tools provided on the public and private sites of each firm, focusing on the tool itself, such as the accessibility, features and capabilities of live chat. As we examined each bank’s live chat tools, we focused on the following issues:
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Is the chat tool available on the public site, private site or both?
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Is live chat available for customer support or only for general information and product details?
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If chat is unavailable, does the firm alert the client?
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