Banks' Small Business Web Sites: Competing with QuickBooks

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Banks Ramp up Small Business Offerings to increase Customer Loyalty

A new report released today by leading web researchers Change Sciences Group looks at what small business people experienced over the last quarter as they attempted to use banks' small business banking systems, including enrollment, log in, bill pay and managing transactions. The report scores the banks' small business sites on functionality, ease of use and informativeness.

To jump to a fact sheet about the research now visit:

Increasingly small business people pay their bills directly through their accounting software. It's easy, convenient and a time saver because every transaction is logged automatically in the software. There's no need to go back and enter it by hand. This poses a challenge to banks offering bill pay services to small business through online banking. "There's little incentive for the entrepreneur to use the bank web site when software like QuickBooks makes things so easy. Most leading banks are seeking to change this, by working to make their online offering for small business as easy as financial software, making it possible to pay bills and classify transactions, all without leaving the site", said Steve Ellis, a Change Sciences partner.

The new report compares the small business banking web sites of ten leading national and regional banks. Sites were evaluated using Kantuit, an advanced customer experience modeling technology that makes it possible to compare each site's functionality, ease of use and informativeness. For example, Kantuit shows which site provides the most bill pay time savings for end-users by comparing the effort required to complete the task (including things like mouse movement, eye movement and cognitive operations). The 103 page report also looks at the user experience of enrolling, logging in, first impressions, viewing recent transactions, viewing pending payments, adding a payee, searching transactions, getting in touch, and getting financial reports.

The overall ranking of sites follows.
1. Bank of America
2. Washington Mutual
3. Wells Fargo
4. National City
5. Chase
6. RBC Bank
7. Wachovia
8. SunTrust
9. BB&T
10. Regions

For more information about the report including, data highlights, sample data and report table of contents visit:

About Change Sciences Group:
Change Sciences was founded in January 2000 to help companies optimize online business by basing decisions on how people use technology while they live, work, and play.


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