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US banks on average scored 63 out of 100 on Forrester Research’s latest annual public website ranking, a score that was well above the Canadian bank average of 49.3.
Overall, Forrester found that:
- Bank of America (BAC) and Citibank (C) are tops in the US. Bank of America and Citibank tied for the top spot in the 2010 bank ranking, both scoring a 70. In areas like navigation, trust, value, and online applications, these two banking leaders set the standard for the banks that we reviewed
- Online applications are strengths for most US banks. US banks as a whole excel at delivering compelling online checking account applications. On average, US banks scored 68 in this category, with Citibank barely beating out Wells Fargo (WFC) with a best-practice score of 75.
- Web site presentation is an area to improve on for many sites. Page layout and other presentation-level elements are the biggest downfall for US banks. Across the board, US banks score poorly on aspects like text legibility and space usage. In fact, Wells Fargo was the only US bank with only minor text legibility problems.
- RBC is tops in Canada. RBC took the top spot in the 2010 Canadian bank ranking, scoring a 66. In areas like trust, research content and functionality, as well as online application content and functionality, RBC sets the standard for the banks that we reviewed in Canada
US bank Web sites are some of the better ones in the banking industry on average.
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