2008 ForeSee Results/Forbes.com Online Financial Services Study

How Can Financial Institutions Build Share of Wallet & Loyalty Online?

Find out by downloading the free commentary from the 2008 ForeSee Results/Forbes Online Financial Services Study. This study measured customer satisfaction with bank, investment services and credit card websites using the scientific methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) to determine the role of the web in driving loyalty and share of wallet.

Key findings include:

Banks outperform both credit card companies and investment services firm in building loyalty, generating share of wallet and encouraging cost savings through the web channel

Highly satisfied online financial services customers are significantly more likely than dissatisfied ones to buy more services, remain customers of the institution and use the cost-efficient website

Banks, credit card companies and investment services firms each have opportunities to improve specific aspects of their websites to build more satisfaction and loyalty

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