New customer satisfaction scorecard helps banks improve experience
2010-09-02
The banking industry will have a new tool to measure the effectiveness of customer loyalty solutions, thanks to an innovative rating system.

Gomez, the web performance division of Compuware, has launched the first U.S. Retail Banking Website Performance Index to help financial institutions measure how their web or mobile platforms perform against competitors.

Using three benchmarks - response time, availability and consistency - the index will rank FIs based on how quick and easy a customer's experience can be.

"As retail banks continue to look for new ways to differentiate themselves among their competition, the 'rank of ranks' website index helps retail bankers instantly understand their performance in comparison to key competitors," said Matt Poepsel, vice president for performance strategies at Gomez. "With competitive benchmarking, companies can improve web performance and better manage their customer experiences and expectations."

As large FIs continue to announce big changes to their customer retention strategies, a number of surveys have concurrently measured consumer responses. A recent survey by Ipsos-Reid measured the consumer response to efforts by banks to increase the number of customers signing up for overdraft protection. It found that the number had increased by nearly 20 percent since the previous month.

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