Bank of America provides the best online banking experience, says Scorecard

Keynote Competitive Research, the industry analysis group of Keynote Systems, released its Q4 2010 Scorecards for Financial Services, Banking Edition (“Scorecard”). The research evaluates 25 large and regional banks against more than 300 of the most relevant criteria remaining the most authoritative study of customer experience best practices in online banking and sales.

This time the study reports that Bank of America came to be winner for Overall Score, with a score of 89 points out of 100. It took the first place in the Functionality and Privacy & Security categories as well as in all five required tasks, including: Open Accounts, Look-Up Information, Transact, Get Service and Learn and Plan.

Meantime, BB&T took first place in the Ease of Use category, while Citibank repeated as winner for Quality and Availability, a category that covers such best practices as bill pay guarantees, the availability of customer support for online banking, and Spanish-language online banking, where Citibank stands out among its peers.

“The Scorecard shows us which trends that have received publicity in the banking industry are in fact reaching customers and again this year it appears banks are focused on keeping up with advances in mobile technology, as they become adopted by their customers,” says Chris Musto, general manager, Keynote Competitive Research at Keynote Systems. “By providing support for the types of mobile devices that most online banking customers are using, namely smartphones like the Apple iPhone and latest Android models, the top performing banks in the Q4 2010 Banking Scorecard have positioned themselves at the vanguard of mobile banking, and by extension, overall banking best practices.”

“We are pleased to be recognized for the second consecutive time as the overall winner of Keynote’s Banker Scorecard and first in the functionality and security categories,” said Kirk Lindsey, online and mobile channel executive at Bank of America. “At Bank of America, we strive to provide best-in-class solutions to our customers, bringing them convenience and value and enabling them to manage their finances securely whenever, wherever they want.”