Digital Divide Among Banks' Online Banking Services Showcases Opportunities for Greater Parity; Timely, Predictive Alerts Needed for Improved Financial Management
Digital Divide Among Banks' Online Banking Services Showcases Opportunities for Greater Parity; Timely, Predictive Alerts Needed for Improved Financial Management
"While we are seeing progress toward digital banking services that improve the ability of consumers to better manage their finances, disparity remains in the online banking services among smaller, regional banks and presents an opportunity for these banks to step up their digital services to be more competitive," said Bank of America Continues to Score First Overall in Keynova Group's Q4 2024 Online Banker Scorecard
美國銀行在Keynova Group的2024年第四季度在線銀行評分中繼續獲得第一名。
WILMINGTON, Del., Nov. 21, 2024 /PRNewswire/ -- Keynova Group, the principal competitive intelligence source for digital financial services firms, today announced the results of its semi-annual Online Banker Scorecard for Q4 2024. Bank of America again won first place with the highest overall score for its desktop user experience in Keynova Group's competitive evaluation of 18 leading U.S. retail banks.
特拉華州威爾明頓市，2024年11月21日 /PRNewswire/ -- Keynova Group作爲數字金融服務公司的主要競爭情報來源，今天公佈了其2024年第四季度的半年一次在線銀行評分結果。美國銀行再次以其桌面用戶體驗在Keynova Group對18家領先美國零售銀行的競爭評估中獲得最高分。
The Scorecard revealed a divide among the online offerings of the larger national and regional banks compared to the smaller, regional banks, indicating opportunities for the latter to improve the online customer experience. The report also highlights timely account alerts for account balances and transactions as an area in which all banks can enhance their offerings.
評分卡揭示了較大的國家和區域型銀行與較小的區域型銀行在線服務存在差異，表明後者有機會改善在線客戶體驗。報告還強調了帳戶餘額和交易的及時帳戶提醒，所有銀行可以在這一領域增強他們的服務。
"While we are seeing progress toward digital banking services that improve the ability of consumers to better manage their finances, disparity remains in the online banking services among smaller, regional banks and presents an opportunity for these banks to step up their digital services to be more competitive," said Susan Foulds, managing director, Keynova Group. "Real-time alerts are critical to helping customers stay on top of their accounts and finances, making the delivery of accurate and timely alerts a priority."
"雖然我們看到數字銀行服務在幫助消費者更好地管理財務方面取得了進展，但較小區域型銀行之間的在線銀行服務依然存在差距，這爲這些銀行提供了提高數字服務以增強競爭力的機會，"Keynova Group的管理董事Susan Foulds表示。"實時提醒對於幫助客戶掌握其帳戶和財務至關重要，提供準確和及時的提醒是優先事項。"
Key Findings:
主要結果：
Digital Divide Among Banks in Online Banking
Vast differences among the top third and bottom third of Scorecard banks based on their Overall Scores showcase areas of opportunity for smaller banks in the lower scoring tier. In payments and transfers, all of the top third of banks expedite ACH inter-institution A2A transfers for next day delivery and have recurring payments listed on the payments screen to show the next payment date and amount. Comparatively, less than 20% of the bottom third of banks support A2A transfers or prominently display scheduled recurring payments—a key best practice. Among the banks' services and educational offerings, customers can set and monitor financial goals, such as saving for a vacation or a new car, at all of the top scoring banks, or receive alerts in advance of a CD maturity and renewal at 83% of the top ranked banks. However, only 33% of the lower ranking banks offer these account and money management tools.
銀行在線銀行業務中的數字鴻溝
基於總體評分，得分表中排名前一三分之一和排名後三分之一的銀行之間存在巨大的差異，這爲得分較低的小型銀行提供了機遇。在支付和轉賬方面，排名前一三分之一的所有銀行均快速處理ACH跨機構A2A轉賬以實現次日交付，並在支付頁面上列出定期支付，以顯示下一個支付日期和金額。相比之下，排名後三分之一的銀行中，支持A2A轉賬或明顯顯示計劃定期支付的銀行不到20%——這是一個關鍵的最佳實踐。在銀行的服務和教育產品中，所有高分銀行的客戶可以設置並監控財務目標，例如爲度假或購置新車儲蓄，或在83%的高排名銀行中提前接收關於CD到期和續期的提醒。然而，只有33%的低排名銀行提供這些帳戶和資金管理工具。
There is relatively more parity among banks for customer-facing privacy and security measures: 83% of banks in the top third and 50% in the bottom third enable users to manage third-party apps or websites that access customers' account information. However, across the board, banks lack some key digital capabilities as only 28% enable debit card lock and unlock for specific types of transactions, less than 20% provide advanced virtual assistants for desktop online banking, and just 11% state the availability of online customer support, e.g., live chat or messaging, in another language.
在客戶面向的隱私和安防措施方面，銀行之間的平衡相對較高：排名前一三分之一的銀行中有83%和排名後三分之一的銀行中有50%允許用戶管理訪問客戶帳戶信息的第三方應用或網站。然而，總的來說，銀行缺乏一些關鍵的數字能力，因爲只有28%的銀行啓用特定類型交易的借記卡鎖定和解鎖功能，不到20%的銀行爲桌面在線銀行提供先進的虛擬助手，只有11%的銀行表示可提供其他語言的在線客戶支持，例如，實時聊天或消息。
Timely Alerts are Key for Consumers' Effective Money Management
Banks can improve the digital experience with personalized and predictive notifications to help customers track and manage their finances. Currently, only half of the Scorecard banks send low balance alerts in real-time and some fail to send low or negative balance alerts until the day after the transaction has occurred—risking an overdraft or unpaid bill event. As account security is a continued concern, more than half (61%) of banks send automatic real-time alerts when suspicious activity is detected. Predictive alerts are also increasingly desired by consumers. A notification that a series of recurring payments scheduled by a customer is about to expire is sent by two-thirds of the banks, yet only a slim 28% of banks send a predictive alert when the account balance may be too low to fund an upcoming scheduled payment.
及時提醒對消費者有效的資金管理至關重要
銀行可以通過個性化和預測性的通知來改善數字體驗，以幫助客戶跟蹤和管理他們的財務。目前，只有一半的得分銀行實時發送低餘額提醒，一些銀行直到交易發生的當天才發送低餘額或負餘額提醒——這會導致透支或未支付賬單的風險。由於帳戶安全仍然是一個關注點，超過一半（61%）的銀行在檢測到可疑活動時會發送自動實時提醒。消費者對預測性提醒的需求也在增加。大約三分之二的銀行會發送提前通知，提醒客戶的系列定期支付即將到期，但只有28%的銀行在帳戶餘額可能過低以支持即將進行的定期支付時發送預測提醒。
About the Online Banker Scorecard
Keynova Group's semi-annual, fact-based Online Banker Scorecard, offered for more than two decades, evaluates digital user capabilities, customer experience elements, and best practices to identify evolving trends and insights that drive online strategy in banking. The evaluation encompasses the websites of Bank of America, BMO, Capital One, Chase, Citibank, Citizens Bank, Fifth Third Bank, Huntington Bank, KeyBank, M&T Bank, PNC, Regions Bank, Santander, TD Bank, Truist, USAA, U.S. Bank, and Wells Fargo. A separate semi-annual Mobile Banker Scorecard reviews the mobile app and mobile web experience. For more information please visit:
關於在線銀行評分卡
Keynova Group的半年度在線銀行評分卡，已經提供超過二十年，以事實爲基礎，評估數字用戶能力、客戶體驗元素和最佳實踐，以識別推動銀行在線策略的發展趨勢和洞察。評估包括美國銀行、BMO、Capital One、Chase、花旗銀行、Citizens Bank、Fifth Third Bank、Huntington Bank、KeyBank、M&t Bank、PNC、Regions Bank、Santander、TD Bank、Truist、USAA、U.S. Bank和Wells Fargo的網站。另一個半年度移動銀行評分卡審查移動應用和移動網頁體驗。有關更多信息，請訪問：
About Keynova Group
Keynova Group is the nation's foremost competitive intelligence firm providing trusted benchmarking insights and analysis of consumer and small business digital financial services, including banking, credit card, home lending and insurance. Since 1999, Keynova Group's Scorecards have served as the go-to source for leading financial services firms to obtain reliable competitive intelligence and actionable insights. The firm's proven methodology and highly detailed results help its clients maximize the value of their digital channels to deliver a premier experience to customers and prospects.
關於Keynova Group
Keynova Group 是國家最頂尖的競爭情報公司，提供值得信賴的基準洞察和分析，覆蓋消費和小型企業的數字金融服務，包括銀行、信用卡、家庭貸款和保險。自1999年以來，Keynova Group的評分卡已成爲領先金融服務公司獲取可靠競爭情報和可操作洞察的首選來源。該公司的成熟方法論和高度詳細的結果幫助客戶最大化其數字渠道的價值，爲客戶和潛在客戶提供一流的體驗。
SOURCE Keynova Group
來源：Keynova Group
