The Consumer Experience of Bank Web Sites 2011

Benchmarks, Best Practices, and Forecast

The consumer business of big banks is at a crossroads. After years of deep freeze, many organizations are starting to ramp up consumer efforts online. But what is the current state of bank web sites and where are things headed? This study sets out to answer this by benchmarking the current approach to consumer banking at 14 regional, national and online-only banks. We look at the use of social media, mobile support, the role of bank home and product pages, the use of video, and the role of product innovation. Marketing in consumer banking is undergoing a big change. Where will your organization land?

• Focus: Consumer Marketing
• Sites Evaluated: 14