2009 ForeSee Results/Forbes.com Online Financial Services Study

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

Download a free copy of the 2009 ForeSee Results/Forbes Online Financial Services Study, and find out more about why customer satisfaction for banks, credit unions, investment firms, and credit card companies is up across the board, despite the recession. The study, done using the scientific methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), shows the powerful role the web can play 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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