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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 Recent Activity Pages PDF Print E-mail
Small business clients should be able to view recent and past card activities, as well as view account details, in one place of the private site – on Recent Activity Pages. For this Small Business Card Monitor Featured Topic, we examined the eight SBCM firms’ Recent Activity pages to see what type of information is available and how it is presented to clients.

This month’s SBCM Featured Topic examines the way firms present clients’ card activities on the private site, on a dedicated activity page. The best Recent Activity pages ideally offer account information, a lengthy archive of transactions in a user-friendly table, and a graphical representation of the card holder’s transactions. As there are only two SBCM firms currently offering graphical representations of the transactions, we focused on other more common criteria mostSBCM firms should offer, such as:   
  • Listed account and payment information
  • A transaction table with sortable column headings, expandable capability and filter options
  • Information about three types of transactions – Pending Transactions, Posted Transactions and Payments
  • Length of transaction history
  • Types  of actionable links available(e.g., links that lead to download a transaction)
All SBCM firms provide some account information on their Recent Activity pages, with the most popular information presented including Current Balance, Minimum Payment Due and Minimum Payment Due Date. Five SBCM firms also provide the client’s rewards balance information on the Recent Activity pages. The placement of this information on the Recent Activity pages varies by firm, with some firms offering this information at the top of the page.

As for the information available on the transactions tables, we noticed five SBCM firms provide information for three types of transactions – pending charges, posted charges and payments – on the table, and the remaining three SBCM firms only offer posted charges and payments information. The length of transaction history is also different among SBCM firms, with three SBCM firms offering the lengthiest archive of 24 months or more.

In regards to the transaction table user-friendly features, we found that all the SBCM firms offer a sortable transaction table. All but two SBCM firms offer filter options that allow clients to narrow the transactions displayed, such as by Date, Amount and/or Transaction Type. Four SBCM firms also offer additional transaction details in an expandable section of the table, while one SBCM firm offers additional transaction details on another page.
 
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