For the September 2012 SBCM Featured Topic, we focused on private site help features, such as Help Centers and FAQs, that provide clients assistance with online services. Our eight SBCM firms offer private site help, with the most popular type of help being account term pop-up definitions. The least popular type is centralized Help Centers that offer explanations and/or instructions about various online services via a pop up window. The type of private site help features we examined in this report are the following:
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Centralized Help Center
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Section-Specific Help
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Account Term Definition Help Pop-up
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FAQs
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Glossary
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Search Tools
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In this report, we looked at what types of online statements are available from each firm tracked by Bank Monitor. Additionally, the ease with which users can locate the Online Statements Center was an important aspect, along with the length of the firm’s statement archive, and the options for clients to modify their delivery preferences (allowing them to choose to receive hard copy statements or to go paperless). As we investigated each firm’s Online Statement Center, we focused on the following issues:
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How do account holders access the private site statement center?
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How many months of statements are provided standard online and are they true-to-paper PDFs?
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Can previous statements be ordered for online delivery?
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In this Credit Card Monitor Report we look at the co-branded airline cards currently offered by issuers to see which card options are the best for potential new clients by comparing card benefits and perks, as well as the rewards earnings offered. As we investigated the various airline cards offered by each issuer, we focused on the following:
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For what airlines are co-branded cards offered?
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What is the earnings rate for miles/points on each card?
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Are earned rewards directly applicable to the co-branded airline’s program, or is some conversion factor required?
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The August 2012 SBCM Featured Topic focused on two online communication services – message centers and live chat tools. Except for one, every SBCM firm offers a private site message center that allows customers to send and receive messages from the card issuers. The exception firm does allow customers to send an inquiry on the private site, though the firm’s response is sent to the customer's personal email account. As for live chat tools, three SBCM firms offer it on the private site, with only one of three SBCM firms offering to help with business card account inquiries.
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In this edition of Credit Card Monitor Report, we provide an overview of the state of the credit card industry, offering a summary of the in-house card products currently promoted by each firm as well as highlighting the online services offered to card holders. No grades or rankings are given within this report, as we are instead providing an informational background of the current state of the industry based on the capabilities of the credit card companies we track. This is the first report of its kind, and this Industry Review Report will be done on a yearly basis going forward. |
In this Bank Monitor Report, we look into the navigation provided by each firm on its public site. Navigation is one of the most essential aspects of any site, with even the most organized and informational sites rendered ineffective if users cannot locate the material they are looking for.
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