Online customer service sections are a convenience for both customers and banks alike, enabling users to quickly update their account and personal information. This report focuses on the following aspects of each firm's online self-service options:

• What aspects of a client's contact information and profile details can be updated online?
• Are clients able to adjust their debit card options or request new checks online?
• How are customer service options grouped within the private site interface?
• Is the firm allowing users to nickname their accounts in the online interface or otherwise customize the private site?

By and large, banks all offer the same baseline account maintenance capabilities, with each allowing users to update their email address, phone number and password online. While there is significant uniformity in the basic customer service capabilities, there are now a range of secondary functions available as well.

Nearly 50% of firms allow account holders to register for a debit card rewards program online. In light of recent regulatory changes, 50% of banks now allow users to sign up for or adjust Debit Card Overdraft Coverage. Rarer features included the ability to set up secondary site access for someone other than the account holder, and the option for users to begin the process of changing the name on an account online – an impressive self-service tool.

The leaders in our report offer a full suite of profile updating tools within a unified section of the site, along with a number of advanced customer service options relating to their checking accounts, debit card and private site formatting.

This report also expands on the following key findings:

• 38% of firms give clients the option of hiding some accounts from regular online view, while seven offer tools for adding firm accounts to an existing online ID
• A few banks enable clients to request a new PIN online or create one directly on the private site
• Only four firms offer a private site tool for disputing a check card transaction

Subjects

Account Management


Segment: Banking
Publication date: Thursday, July 29, 2010
# Pages: (49 pages)