|First-of-Its Kind Study Interacts with Real Online Users and Measures Actual Site Performance -- Takes the Guesswork Out of What Makes Sites Effective, Responsive and Reliable|
With 1,750 Live User Tests and 14,000 Technical Measurements Keynote Answers the Question: How Effective, Responsive and Reliable are Canadian Banking Sites, and What Can Banks Do to Improve Them?
Study Enables Business and IT Operations Managers to Prioritize What Will Most Improve Site Effectiveness and Performance
President's Choice Financial Provides the Most effective Overall Customer Experience; Scotiabank is Tops for Site Responsiveness while National Bank of Canada Sets the Standard for Site Reliability
Site Organization, Help and Support are the Most Important 'Brand Drivers'
Accounts Offering Interest Are Largest 'Acquisition Drivers'
Sites Vary Widely in Both Reliability and Responsiveness
SAN MATEO, Calif., Nov 19, 2009 (BUSINESS WIRE) -- Keynote
Competitive Research, the industry research group of Keynote(R)
Systems (Nasdaq:KEYN), the global leader in on-demand mobile and Internet
test & measurement solutions for continuously improving the online
experience, today announced its entry into Canada with the Keynote
Competitive Research Study for Canadian Banking Prospects. For this
'first ever' study of leading Canadian banking Web sites, Keynote
observed and interviewed an unprecedented 1,750 prospective banking
customers as they interacted with a total of 7 sites: BMO Bank of
Montreal, CIBC, National Bank of Canada, President's Choice Financial,
RBC Royal Bank., Scotiabank, and TD Canada Trust. While conducting these
user sessions, Keynote performed 2,000 instances of a representative
banking transaction on each site, for a total of 14,000 transactions,
from 4 cities in Canada: Montreal, Toronto, Calgary and Vancouver.
Keynote sent 250 online users to each bank's Web site, each a Canadian
adult not already a customer of that bank. The users started the process
of opening the account online, learned about the bank's commitment to
privacy and security and evaluated the site's customer support.
Concurrently, Keynote performance testing agents (also known as 'Keynote
measurement computers'), across Canada measured a typical online banking
transaction of visiting the homepage, finding a checquing account,
reviewing that checquing account and starting the application process.
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SOURCE: Keynote Systems
Dan Berkowitz, 650-403-3305