18 December 2017
visit www.ebaday.com

Co-op and Nationwide outshine rivals online - research

25 February 2010  |  7833 views  |  0 web HTTP

The Co-operative Bank and Nationwide outperformed rival UK banking Websites in an accessibility study conducted by Keynote Research.

The study examined the experience of 2500 consumers as they interacted with ten of the UK's biggest bank Web sites and tried to open an online account. Other sites included in the study were: Bank of Scotland, Barclays, Halifax, HSBC, Lloyds TSB, NatWest and RBS.

The findings suggest that Web site design and organisation are the most important factors for potential online banking customers. This was closely followed by the customer support offering. Those Web sites with the highest ranking in these categories were viewed more positively by the panellists, who were also more likely to open an account on these sites.

The Co-operative Bank achieved pole position with strong ratings for customer satisfaction, ease of conversion and brand values.

To measure brand impact, participants were asked for their impressions of the bank's site immediately before and immediately after their online visit. The results imply that features such as customer support and site navigation can affect consumer brand perceptions of the company as a whole - both positively and negatively.

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

In technical tests, NatWest was the only site of the ten monitored to have no errors on any page during the peak period hours of the study, while Halifax was judged to have the best responsiveness rating.

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Online banking set for increased IT spending in 2010

Online banking set for increased IT spending in 2010

22 December 2009  |  16364 views  |  3 comments
Third of European Internet users bank online - comScore

Third of European Internet users bank online - comScore

16 April 2009  |  9119 views  |  0 comments
Online banking gaining ground in financial crisis - Forrester

Online banking gaining ground in financial crisis - Forrester

12 February 2009  |  10222 views  |  0 comments
Co-op to issue Xiring card readers to online banking customers

Co-op to issue Xiring card readers to online banking customers

18 December 2008  |  9519 views  |  0 comments
E-banking growth slows in UK - report

E-banking growth slows in UK - report

07 November 2007  |  16646 views  |  0 comments
One slip up and Brits would ditch Web banking - study

One slip up and Brits would ditch Web banking - study

18 September 2007  |  7475 views  |  0 comments

Related company news

 

Related blogs

Create a blog about this story (membership required)
visit www.response.ncr.comvisit www.atos.netvisit www.thomsonreuters.info

Top topics

Most viewed Most shared
satelliteRipple completes XRP Lockup
11123 views comments | 3 tweets | 2 linkedin
Banks tap Ethereum smart contracts for MiFID II complianceBanks tap Ethereum smart contracts for MiF...
9604 views comments | 19 tweets | 21 linkedin
Banks and fintech startups join forces on blockchain-based supply chain pilotBanks and fintech startups join forces on...
7671 views comments | 19 tweets | 22 linkedin
Nordea takes Open APIs into live productionNordea takes Open APIs into live productio...
7232 views comments | 6 tweets | 26 linkedin
Digital banking startup Loot secures £2.2 million seed roundDigital banking startup Loot secures £...
7153 views comments | 5 tweets | 11 linkedin

Featured job

Competitive
London, UK (or flexible)

Find your next job