Online Banking Satisfaction Sees Slight Drop

Customer satisfaction with online banking dropped two points in 2010, from 83 in 2009 to 81 (on a 100-point scale), according to a new study by ForeSee Results and Forbes.

The study found that despite the drop, online banking still faired better than offline banking channels and most other online industries with the score of 80 considered to be the threshold for excellence.

The five largest banks in the country (Bank of America, Citibank, Chase, PNC, and Wells Fargo) scored the lowest in the study, while credit unions tend to have the highest online customer satisfaction scores. However, with all financial institution categories scoring higher than 80, online banking (81) is providing more satisfaction than offline banking (75).

The study also found highly satisfied online banking and credit union customers report being:

*56% more likely to purchase additional products and services and 65% more likely to increase online bill payment.

*64% more likely to use the website as the main way for interacting with the bank

*76% more likely to recommend the bank overall and 63% more likely to recommend the bank’s website.

For the complete story from WebProNews, click here.
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