12 April 2005
Two new studies have highlighted the connection between web site usability and e-commerce competition.
The Keynote Customer Experience Rankings for the Online Banking Industry and the Keynote Service Level Rankings for the Online Banking Industry studies revealed how usability can drive revenues and customer acquisition, reports eWeek.
The top ten banking site sin the United States were studied for the reports which ranked them according to customer experience, customer acquisition impact and service level.
The usability study highlights the banking industry's fierce competition for online for customers, but also shows sighs for improvement.
"The industry as a whole increased their scores, but they are all still generating a lot of frustration, so there is room for improvement," said Bonny Brown, director of research at Keynote.© DeHavilland Information Services plc
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