USbanking websitesafford better
customer satisfaction than websites run by credit card companies
and investment firms.
The 2008 ForeSee Results/Forbes.com Online Financial Services
Study reported that
banking websites have the highest online customer satisfaction
of the three measured industries, with a score of 82%.
This score has increased 12% since 2003 and rivals the score of
the best-performing e-retailers, said market analyst ForeSee.
It said banks "had figured out the winning formula for providing
value, convenience, information and transactional features on the
web".
Customer satisfaction with credit card companies' websites is
the same as investment firms' websites, both with a score of
75%.
The survey was conducted with 1,600 respondents including
subscribers to Forbes.com and online panelists from FGI Research.
Data was analysed using the online technology of the University of
Michigan's American Customer Satisfaction Index (ACSI).