MINNEAPOLIS (July 12, 2011) - Keynote Competitive Research, the competitive research group within Keynote Systems, the leader in Internet and mobile cloud monitoring, has ranked U.S. Bank first in a study of retail bank websites in the United States. U.S. Bank received top scores in overall customer experience, as well as in the categories of brand impact, acquisition impact and online adoption.
"U.S. Bank's new capabilities and processes - including our improved website structure and navigation, comparison tools, online chat support, and user-friendly application process - all contributed to our top rankings," said Meheriar Hasan, executive vice president and head of U.S. Bank's Internet and mobile channels. "Keynote's interactive study validates that we are listening to, addressing and meeting the needs of our customers."
Keynote's rankings are based on responses from consumers who were observed as they accomplished tasks on each of the sites studied, as well as data collected through Keynote website monitoring. For each study, Keynote recognizes the companies with the overall top ranking, as well as those exhibiting excellence in specific categories.
For the Customer Experience component of the annual study, Keynote observed and conducted online interviews with 2,000 prospective online banking customers as they interacted with the websites of 10 leading banks in the United States. The study revealed that when tested by actual users, U.S. Bank's www.usbank.com offers the strongest Overall Customer Experience, placing first in Brand Impact, Acquisition Impact and Online Adoption.
"Based on our quantitative and qualitative insight into the attitudes and behavior of actual users as they interact with bank marketing sites from their own computers on their own time, our study of banking websites in the United States revealed that good design and organization as well as strong customer support features are the most important drivers of a positive customer experience," said Christopher Musto, general manager of the Keynote Competitive Research group at Keynote. "On both of these accounts, U.S. Bank scored extremely high and as a result was named the winner for Overall Customer Experience."
Keynote Systems (NASDAQ:KEYN) is the global leader in Internet and mobile cloud monitoring. We provide companies with solutions for continuously improving the online experience. Founded in 1995, Keynote delivers testing, monitoring and measurement products and services for any enterprise including online portals, e-commerce sites, B2B sites, mobile operators and mobile infrastructure providers. Keynote products and services help companies improve customer experience in four areas: Web performance, mobile quality, streaming and real user experience testing.
About U.S. Bank
U.S. Bancorp (NYSE: USB), with $311 billion in assets as of March 31, 2011, is the parent company of U.S. Bank, the fifth largest commercial bank in the United States. The company operates 3,082 banking offices in 25 states and 5,238 ATMs and provides a comprehensive line of banking, brokerage, insurance, investment, mortgage, trust and payment services products to consumers, businesses and institutions. U.S. Bancorp and its employees are dedicated to improving the communities they serve, for which the company earned the 2011 Spirit of America Award, the highest honor bestowed on a company by United Way. Visit U.S. Bancorp on the web at www.usbank.com.
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