US banking websites give better customer satisfaction

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US banking websites give better customer satisfaction

Antony Savvas

US banking websites afford 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).





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