- In a recent competitive benchmarking study undertaken by IBI Partners, the retail banking websites of 32 major retail banks across 6 countries in the Asia Pacific were analyzed and compared.
- It was found that only 15 of the banks provided the level of functionality and usability that customers were seeking, with only 9 exceeding customers expectations.
- Direct correlations were found between the higher the level of online banking functionality and usability, and the higher the number and value of online transactions made by customers, in addition to higher overall customer satisfaction rates.
Banks websites are becoming increasingly important for customers who are expecting an increasing level of functionality and usability
