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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.
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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:
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 â€“ 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: