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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.
|Account Activity Presentation|
The most widely visited private site page among card holders is the Account Activity page, from which clients can gain insight into the current standings of their account. Here, clients are able to review individual transaction details, track purchase amounts and balances and access summary information. In this edition of Bank Monitor Report, we investigate the Recent Activity pages and associated transaction tables provided by each firm, focusing on how transactions are displayed and what sorting options are available.
In this Bank Monitor Report, we looked at each firm’s Account Activity page, examining not only the information made available but also the functionality within the Account Activity page’s accompanying transactions table. The best Account Activity pages provide customers with an interactive transactions table that offers multiple sortable columns as well as the ability to customize Transaction Descriptions or add Category tags. Additionally, we focused on what summary information is also provided within the Account Activity page. As we investigated each firm’s Account Activity page, we focused on the following issues:
In addition to the data found within the transactions table, all 16 banks offer at least basic Summary Details about a client’s account; however, few firms provide additional details aside from Total/Current Balance and Available Balance. Only nine firms provide interest rate information for savings accounts within the summary sections, while only four firms provide the date of the most recent statement. Two firms also include the Date/Amount of the last deposit within their summary section, and only one firm offers the date of the last transaction.
Additional key findings include: