Keynote studies – Customer Experience, Service Level, WebExcellence Scorecard Rankings for Banking Web Sites


 Some key points extracted from the press release from these studies:

  1.  "Our studies have consistently shown a strong correlation between a positive online experience and increases in brand equity and customer acquisition and retention."
  2. "Our rankings show a strong finish by many of the larger banks in the industry. This finish is based not on market or brand positioning, but rather on the investment and focus these companies have put into building the industry's best online banking sites,"

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Bank Of America Considering Its Own Credit Card Brand


More on the BofA credit card  story – it could be a branded card, directly in competition with Visa and Mastercard.

This is a great example of considering a strategy to differentiate banking.  The savings of $75 million annually are probably small relative to the market share opportunities.  Marketing costs on the other hand would probably eat up all those savings.

Bank Of America Considering Its Own Credit Card Brand

The Charlotte Business Journal reported on April 14th that Bank of America was considering its own electronic payment processing network, in order to compete with card issuers Visa and MasterCard, thereby eliminating the fees it now pays them to process charges made with Bank of America-issued cards.

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Statistics – US Online banking


Some statistics on the domination of US online banking by Bank of America. Charlotte Observer | 04/12/2006 | BofA’s orbit larger with Web users Almost 40 million people logged on to a banking Web site in the fourth quarter of 2005, according to comScore, based outside Washington, D.C. That was a 27 percent increase over the fourth quarter of 2004.                                        BofA      Wells      Wachovia    CitiUS deposits                 10%                           5% +/-US online bankers       38%         21%Incr Q405 … Continue reading Statistics – US Online banking

Bank of America product sales via the bank’s Web site totalled 3.8 million in 2005


BofA clock up some big numbers.  As fractured as the US market is, BofA accounts for a large proportion of it now.  They also have nearly 2/3 of the online bill pay market too. Finextra: Bank of America clocks up 15 million e-banking customers Bank of America says it now has around 15 million Web banking customers, which amounts to more than a third of the entire online banking market in the US. But what I found most interesting is their success at online sales, and account opening.  This provides them leverage to further outpace the competition. Sales of products … Continue reading Bank of America product sales via the bank’s Web site totalled 3.8 million in 2005

comscore Study Reveals growth Trends in Online Bill Payment


This far into the internet cycle, these are rapid growth statistics reported by comscore. (Courtesy of PaymentsNews). This despite a slower growth in the last quarter of the year.

comScore Study

comScore found that the number of online banking customers grew to nearly 40 million during Q4 2005, a 27-percent increase over the previous year.  Usage of online bill payment services has grown 36 percent during the same period.

Bill payment in particular shows rapid growth. Stats I have seen elsewhere, suggest Bank of America account for nearly 2/3 of the US Bill Payment market, so this growth will have a lot of BofA in there.

Bank bill payment, which consists of a payment through a retail bank at which a bank account is held, continues to grow at a rapid pace, and currently accounts for nearly one-quarter of all online bill payments. Bank of America led the industry in bank bill payment with 5.1 million active bill pay customers, attracting more than half of total bank bill pay customers in Q4 2005. Further, 34 percent of all online banking customers at Bank of America opt to use the institution's bill payment service, second only to Citibank (37%).

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Obopay P2P payments, and purchases


The third party payments space is heating up, with competition even amongst the newcomers.  This one is in direct competition with Paypal mobile, as well as competing with the US Nacha credit push initiative, and the Canadian Certapay Interac Debit. Relevance to Bankwatch:  Another example of third party disintermediation of money movement.  In plain english we (Banks) are losing control of how customers move their money, and we will eventually lose control of their balances as a result.  Finextra California-based start-up Obopay has launched a mobile payments service that allows customers to make person-to-person fund transfers and using their hand … Continue reading Obopay P2P payments, and purchases

World internet usage – North America flat but shifting to wireless


No big surprises in following piece from Cnet  … North America doesn't have much more room to get more online statistically, so how North Americans access is evolving towards wireless.

Relevance to Bankwatch:
Online tenure is a key determinant to online banking confidence and usage, so expect another spike in North American online banking usage in 2 years (2008).

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ING Direct – some facts and stats


ING continue to revolutionise world banking.

Verkoren said that, in the U.S., the online bank is considering offering a new product, which is being tested under the name "e-orange." …… With the online checking account, customers would be able to do everyday banking transactions, without using paper checks, but "it remains to be seen if customers will give up using those checks,"

In Spain, ING Direct set up a pilot project in September in which it offered customers current accounts for free. The offering, which allows customers to do everyday banking transactions through their ING Direct accounts, and has been successful so far ….prompted large traditional banks to react. Santander Central Hispano SA (STD) was first in dropping service fees

ING Direct is also active in Australia, France, Italy and Austria. Austria is still unprofitable, but its figures are consolidated in the German business, Verkoren said.

Verkoren said entry into Sweden, Portugal and Switzerland was being studied. "And in the long term, we will certainly consider emerging markets in Eastern Europe, Asia and South America," Verkoren said.

About 7,000 full-time employees work for ING Direct, with 114,000 employed worldwide by ING.

Relevance to Bankwatch:

Information only, and a Bank to keep an eye on

FULL ARTICLE:

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