Keynote Announces Results of New Research into Credit Card Web Sites - Capital One, Discover, National City, US Bank Are Top Ranked in Service Levels and Customer Experience

Keynote Competitive Research, the industry analysis group of Keynote (Nasdaq:KEYN), today announced the release of two new competitive research studies examining credit card issuer Web sites, one focused on credit card customers and the other examining prospective customers. Each of the Keynote studies provides an in-depth examination of the customer experience (UX) and service levels (responsiveness and reliability) of credit card Web sites. Together, the studies offer extensive detail on the performance and competitive positioning of leading credit card issuers.

Keynote Competitive Research produces leading industry research using the companys commercially available Web performance test and measurement products. Keynote regularly evaluates the current state of online customer experience, service levels (responsiveness/reliability) and implementation of best practices on leading Web sites across a wide variety of financial services industries including the banking, brokerage, credit card and mortgage lending industries, all of which are available for purchase.

Customer Experience Rankings for Credit Card Web Sites (Customers and Prospects)

The Keynote Customer Experience Rankings for Credit Card Customers examines the online experience of more than 1,600 credit card customers as they interacted with nine leading credit card Web sites. A separate study known as The Keynote Customer Experience Rankings for Credit Card Prospects examines more than 2,000 prospective credit card customers as they interacted with these same leading card sites.

The studies detail how each card site performs versus competitors across key business objectives, including online adoption and customer acquisition. Each of the studies captures more than 250+ metrics for each siteand provides competitive rankings in dozens of categories. The studies also outline the key areas of site performance, such as ease of exploring online services and ease of applying online, which have the most impact on a sites success. Finally, the studies offer credit card issuers specific, actionable steps they can take to improve their online performance, with a particular focus on improving customer satisfaction, online adoption and customer acquisition.

Keynote customer experience studies employ Keynotes commercially available WebEffective product, an on-demand software platform for conducting in-depth user experience research which integrates the best aspects of usability, behavior and attitudinal research. Keynotes technology and methodology offers a unique view into both customer attitudes and behavior by questioning customers and examining their online behavior in real-time as they interact with each site from their own home or office environment.

Service Level Rankings for Credit Card Web Sites (Customers and Prospects)

The Keynote Service Level Rankings for Credit Card Web Sites examines the technical performance of leading credit card Web sites, including site responsiveness and reliability. The study uses Keynotes Transaction Perspective® product, the leading subscription-based service for measuring and monitoring Web site performance. Transaction Perspective examines performance from multiple geographic locations and mimics the actions of consumers, collecting more than 6,500 data points for each site to detail their online technical performance.

The study offers credit card issuers insight into their technical performance relative to their competitors, and provides detailed data on their sites performance across seven key measures critical to the operational health of an online credit card site. Specifically, the study provides performance data and competitive rankings in site reliability, including site availability and outages, and site responsiveness. Also included are performance data and competitive rankings in the areas of load handling, response time consistency, geographic consistency and responsiveness over both high-speed (DSL) and low-speed connections. Overall, the study captures data and ranks sites in more than 40 performance metrics.

Customers: Capital One #1 in Customer Experience; US Bank #1 in Service Levels

Capital One was ranked as the #1 site in the Keynote Customer Experience Rankings for Credit Card Customers, with the best overall ranking across the 250+ customer experience metrics measured in the study. US Bank ranked #1 in the Keynote Service Level Rankings for Credit Card Customers with the industrys best reliability (an indication the site was highly available and experienced little or no downtime) and best site responsiveness (an indication of how fast credit card sites were in downloading pages and executing transactions).

Keynote Customer Experience Rankings for Credit Card Customers

(Overall Customer Satisfaction and Experience)

1Capital One
Keynote Service Level Rankings for Credit Card Customers
Site Reliability - Customers

(Indicator of Being Highly Available, Low Downtime)

Site Responsiveness - Customers

(Indicator of How Quickly Pages Loaded, Transactions Completed)

1US Bank1US Bank

Prospects: Discover, US Bank and National City Take Honors

Discover was ranked the #1 site for prospective customers in the Keynote Customer Experience Rankings for Credit Card Prospects, with the best overall ranking across all user experience metrics measured in that study. Discover also achieved the #1 ranking in the Customer Acquisition Index, which measures a sites effectiveness in interesting prospects in applying for a card or other financial account. Bank of America was ranked second overall in the prospects study, and was the second most successful company in the Customer Acquisition Index.

National City topped the rankings for reliability in the Keynote Service Level Rankings for Credit Card Prospects, which focused on the publicly available areas of the credit card sites. US Bank was also ranked number one for site responsiveness in the Keynote Service Level Rankings for Credit Card Prospects.

Keynote Customer Experience Rankings for Credit Card Prospects

(Overall Customer Satisfaction and Experience)

1Discover
Keynote Service Level Rankings for Credit Card Prospects
Site Reliability - Prospects

(Indicator of Being Highly Available, Low Downtime)

Site Responsiveness - Prospects

(Indicator of How Quickly Pages Loaded, Transactions Completed)

1National City1US Bank

Keynote noted that credit card sites continue to improve year over year with reductions in outages, improvements in overall availability and load handling. However, several major credit card brands experienced major problems, such as 20 plus hours of outage and up to a 4% failure rate (customers unable to access their statement or pay a bill online) during the 30 day study of service levels.

For information on purchasing a Keynote Competitive research study please visit http://keynote.com/keynote_competitive_research/industry_studies/finan cial_services.html (Due to its length, this URL may need to be copied/pasted into your Internet browser's address field. Remove the extra space if one exists.) or call 1-800-KEYNOTE.

Companies Included in the Studies

The American Express (NYSE:AXP), Bank of America (NYSE:BAC), Capital One (NYSE:COF), Chase (NYSE:JPM), Citi (NYSE:C), Discover (NYSE:MS), HSBC (NYSE:HFC), National City; U.S. Bank (NYSE:USB) and Wells Fargo (NYSE:WFC) sites were evaluated for these studies.

About Keynote

Keynote (Nasdaq:KEYN) is the global leader in test & measurement solutions that improve mobile communications and online business performance. As an independent and trusted third-party, Keynote provides IT and marketing executives with an unbiased view into their Internet services from around the world. For over a decade, we have been providing measurement data and testing capabilities that allow companies to understand and improve their customers online and mobile experience. Keynote has four test and measurement businesses: Web performance, mobile quality, streaming & VoIP, and customer experience/UX. In addition, our industry analysis group called Keynote Competitive Research publishes proprietary studies measuring customer experience and service levels across a wide range of industries.

Known as The Mobile and Internet Performance Authority, Keynote has a market-leading infrastructure of 2,400 measurement computers and mobile devices in over 240 geographic locations around the world. Keynote also maintains one of the most representative panels of online users consisting of 160,000 consumers. Our on-demand, hassle-free infrastructure allows businesses to access services they need, when they need them to pinpoint and fix mobile quality and Internet problems before they impact customers.

We help over 2,600 corporate customers become the best of the best by helping them improve online business performance and mobile communications quality. Our customers represent top mobile and Internet companies including American Express, BP, Caterpillar, Dell, Disney, eBay, ESPN Mobile, E*TRADE, Expedia, FedEx, Microsoft, SonyEricsson, Sprint, T-Mobile, Verizon and Vodafone.

Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at www.keynote.com or by phone in the U.S. at (650) 403-2400.

Keynote, The Internet Performance Authority and Perspective are registered trademarks and The Mobile and Internet Performance Authority is a trademark of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2007 Keynote Systems, Inc.

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