SunTrust and PNC Surpass Bank of America and Wells Fargo for Top Bank Web Site Ranking

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New report looks at how users experience online banking at major banks

Although bank trust is at an all time low, online banking and online bill pay continue to be an area of growth. But significant numbers of people still have trouble figuring out how to pay their first bill online. Banks that optimize the first time user experience of online banking will grab market share, retain happier customers and reduce cost

Despite trouble in the financial sector two major regional banks, SunTrust and PNC, have managed to innovate and improve online experience for their customers according to a new report released today by leading web researchers Change Sciences Group. PNC and SunTrust have edged out traditional large bank top performers like Bank of America and Wells Fargo by rolling out enhanced online banking sites over the last year. Citibank, despite moves to improve its retail business, continues to score poorly, ranking tenth out of the 12 banks surveyed.

To jump to details about the report visit: http://www.ChangeSciences.com/InsideOnlineBanking.

"Although bank trust is at an all time low, online banking and online bill pay continue to be an area of growth. But significant numbers of people still have trouble figuring out how to pay their first bill online. Banks that optimize the first time user experience of online banking will grab market share, retain happier customers and reduce cost" said Steve Ellis, a Change Sciences partner.

Data highlights include the following.

  • All sites fail to answer at least one question that users have
  • All sites lack some content that some users consider persuasive
  • All sites have instances of navigation design that pose challenges to some users
  • 75% of sites lack design elements that help users stay focused and on track
  • Only 8% of sites have content problems that make information hard to understand for some users
  • 25% of sites make entering some data through forms harder than it needs to be
  • 25% of sites ask users to do unnecessary things that many see as annoying

For more details about the report, including the complete site rankings, more findings, sample data, and methodology visit:
http://www.ChangeSciences.com/InsideOnlineBanking.

The top three performers overall are: SunTrust, PNC, Wachovia.

Other sites included in the research are: Bank of America, BB&T, Chase, Citibank, ING Direct, National City, US Bank, Washington Mutual and Wells Fargo.

About Change Sciences Group
Change Sciences was founded in January 2000 to help business, government and non-profit organizations match web development to user needs.

Contact:
media(at)changesciences.com
888-864-1160 x722
http://www.changesciences.com

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STEVE ELLIS
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