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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Card holders may be unaware that their cards come with a number of built-in benefits, often provided by a card’s processing network, that vary from automatic car rental insurance to extended warranty protection. In this Credit Card Monitor Report, we looked at the card benefits available from each card issuer beyond traditional rewards and rates. The best firms provide information about these benefits to users and incorporate details about built-in benefits directly within each card’s main product page. As we explored each issuer’s built-in card benefits, we focused on the following issues:
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Does the firm post information about built-in benefits on the public site?
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Does being a card holder include access to planning, travel and/or concierge services?
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Does the card offer any purchase protection services, such as extended warranty coverage?
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In an era of low rates on savings accounts, Certificates of Deposits are one product option that can help clients maximize the return on their unused cash. In this edition of Bank Monitor Report, we look at the individual CD options offered to prospects online, investigating the features, APYs and details of each. As we examined each bank’s CD offerings, we focused on the following issues and product attributes:
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The type(s) of CDs offered by each bank
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APYs available, noting any variations for the term-length and size of deposit
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How prospects are able to access product details, and what those details include
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This SBCM report takes a look at the account services available to small business cards holders via mobile phones and tablets. We were happy to see that seven of our eight covered SBCM firms give their customers the option to manage their account while on-the-go. We specifically examined the apps for the iPhone, iPad, Android and Android tablet as well as mobile-supported websites. For each of the seven SBCM firm, we analyze the apps available to customers and the mobile-supported websites. The account information and services examined in this report include account details, account activities, payment capabilities and other related account services, such as account alerts. The report also mentions resourceful information available to customers via these devices, including FAQs and the firm’s contact information. Although not a main focus for this report, we do mention if the firm provides consistency among all device platforms.
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