Forrester evaluated the seven largest Canadian banks (Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust) using its Competitive Site Assessment (CSA) methodology. The analysis, which focused on the public section of the Web sites, covers 21 criteria across five categories: Web site navigation, Web site presentation, contact methods, research functionality and content, and application functionality and content. The highest ranking bank Site, TD Canada Trust, scored 74 out of a possible 100 on the assessment. While the analysis uncovered many best practices, the bank sites ran into the most problems meeting the requirements for good application functionality and content.
This report includes the following figures, available in downloadable PowerPoint and/or Excel spreadsheet format.
Figure 2: Competitive Site Assessment Criteria
Figure 3: Canadian Bank Competitive Site Assessment Rankings
Figure 4: Competitive Site Assessment Criteria Scores Across Canadian Banks
Figure 5: TD Canada Trust Categorizes Cards For Easy Access
Figure 6: E-LOAN And Quicken Loans Are Exceptional At Navigation
Figure 7: CIBC Focuses On A Few Key Product Features
Figure 8: TD Canada Trust Highlights Credit Card Rates And Fees
Figure 9: TD Canada Trust Makes It Easy For Prospects To Apply Offline
Figure 10: Progressive Allows Prospects To Apply The Way They Want
Figure 11: CIBC Uses “Goal-Based” Trigger Words To Entice Visitors Into Tools
Figure 12: Edward Jones Calls Out Why It Is Different From The Competition
Figure 13: TD Canada Trust Sets Applicant Expectations Up Front
Figure 14: RBC Royal Bank Offers Several Application Best Practices
Bankwatch 