How bank websites rate for reliability and responsiveness

NatWest's website has been rated as the most reliable in banking and Halifax's site as offering the best level of responsiveness.

NatWest's website has been rated as the most reliable in banking and Halifax's site as offering the best level of responsiveness, in a study of UK banking sites by Keynote Competitive Research.

Banks have been criticised in the past for not providing a good user experience online.

Keynote looked at the websites of 10 leading UK banks, measuring reliability through their ability to service customers without errors or outages, and responsiveness through their ability to provide responsive and consistent page downloads.

NatWest was the only site monitored to have no errors on any page during the peak period hours of the study, according to Keynote. Halifax came second in terms of reliability, and Nationwide third.

Halifax had the best responsiveness rating, followed by Bank of Scotland and HSBC.

Malcolm Otter, director of consulting for Keynote Systems EMEA, said: "As most banks are now offering comprehensive online account management, it is essential that they do not push potential customers to competitors' sites due to a poorly organised home page which lacks customer support."

The study was based on a survey of 2,500 consumers, together with site testing using Keynote's Transaction Perspective automated testing agents, which is designed to simulate the actions of a user accessing websites on Internet Explorer.

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