Some Banks Work to Redeem Themselves with Good Customer Experience

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A handful of banks are setting themselves apart by helping customers get control of their finances online.

Over the last few years banks have joined the ranks of companies people love to hate. A handful of banks are working to counter this trend by offering online services that help customers get control of their spending and saving. According to a new benchmarking report released today by web researchers at Change Sciences Group, two banks in particular stand out: PNC with its Virtual Wallet offering and Ally Bank.

To learn more about the report and download the complete site rankings, visit

The research looks at how banks support customer activities like bill pay and managing money online. "On most bank sites today, users are greeted by the typical online banking user interface. You can search transactions and pay a bill, but there isn’t a lot of attention to providing features and functionality that are deliberately designed to help customers get control of their spending and saving", said Pamela Pavliscak, a Change Sciences Partner and one of the authors of the report.

The user experience is different on sites like PNC’s Virtual Wallet and There people are greeted by intuitive calendar views and fun features like PNC’s “punch the pig” where users are invited to put money into a virtual piggybank.

Sites were evaluated using Change Sciences’ Kantuit user experience modeling technology. Sites scoring at the top of the ranking have innovative user interfaces that reduce the amount of work required to complete a task, something that Kantuit measures with a high degree of accuracy. For example, on the Virtual Wallet site, transferring money between accounts is as easy as using a slider control. Other sites require pages of data entry to transfer money.

For full site rankings, sample data, and the detailed research methodology visit

About Change Sciences Group
Change Sciences was founded in 2000 to bring advanced user experience research methodologies to the web. The results produced by its Kantuit(TM) interactive user experience modeling technology are used by the world’s top companies to improve how prospects, customers, and employees experience interactive applications.


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