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Banking and Cards Research

Digging into the Customer Experience: Banking and Credit Cards

Corporate Insight’s Bank Monitor, Credit Card Monitor and Small Business Card Monitor provide ongoing coverage of the products, websites and overall customer experience offered by the nation’s leading banks and card issuers. Our value-added banking and credit card research digs deeply to evaluate the retail and small business customer experience.

Private Site Homepages PDF Print E-mail
Private site homepages provide information about the state of the client’s accounts, including a summary, and also provide access to frequently used account maintenance tools and features. In this edition of Bank Monitor Report, we look at the account data provided directly on the private site homepage along with what quicklinks and organizational tools are offered.

When clients log into their accounts, the first thing they see is a dedicated private site homepage. This landing page allows clients to view summary information about their accounts along with quicklinks to useful private site tools. The layout and the presentation of the information provided within the homepage also play an important role, with all of these aspects setting the tone for the client’s online session. This Bank Monitor Report examined the design and information provided on firms’ private site homepages. As we investigated each bank’s private site homepage, we focused on the following issues:
  • Does the bank use a dedicated, multi-account private site homepage, or is the homepage designed for a single account?
  • Are both Current Balance and Available Balance provided for each deposit account and do the firms provide aggregated balance totals across all deposit accounts?
  • Is a Customer Greeting or the client’s name provided on the homepage, along with the date and time of the last login?
Of the 16 banks tracked by Bank Monitor, every firm offers a homepage with some form of account balance information posted within summary tables, with 88% of banks listing the Available Balance for each account and only 56% of those banks also offering the Total (or Current) Balance for each account. Only 10 of the 16 firms provide an aggregated total balance for all accounts.

All firms but one in this report provide a dedicated quicklinks section to help facilitate easy navigation to popular tools and features, with four of these firms offering dropdown menus to provide maximum quicklinks without cluttering the page; the remaining firms offer static quicklinks.

The majority of Bank Monitor firms also provide some information about the client, with 90% of firms including the Date and Time of the last private site login and all but two firms in this report displaying the client’s name or user-defined nickname at the top of the page. Additionally, only three firms include the user’s current email contact information on the private site homepage.

Additional key findings include:
Only two Bank Monitor firms offer additional summary tables detailing upcoming Transfers and Pending Bill Pay transactions.
Links to a private site Message Center are provided by 63% of the firms, with the link adjusting automatically when a new message is waiting for the client.
Six firms offer quicklinks directly within the summary balance table.
 
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