Welcome to the 16th annual Bank Monitor Awards, which highlight the best online and mobile banking account tools and features offered by firms in six key areas. The categories selected for this annual report cover private site features, including the account maintenance capabilities that most impact the customer experience. In this report, we provide examples of the best in class for each of the online and mobile app tools covered and explain why we consider these features to be industry leaders. We distribute awards in gold, silver or bronze based on the quality of outstanding features and tools.

1. Bank Monitor
2017 Gold Medal Winners

2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's
leading financial, health and education institutions. For more than two decades, the firm has tracked technological
developments in the end-user online experience, identifying best practices in online financial services and
investing, mobile finance, social media and other emerging areas. Corporate Insight offers subscription-based
Monitor services in 15 verticals, including banking, healthcare and alumni relations, along with custom research,
digital capabilities audits, special studies, user research and other consulting services. The firm helps its clients—
including 70% of the financial services firms in the Fortune 500—to remain at the forefront of industry trends and
improve their competitive position.
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3. Welcome to the 16th annual Bank Monitor Awards, which highlight the best online and mobile banking account
tools and features offered by firms in six key areas. The categories selected for this annual report cover private site
features, including the account maintenance capabilities that most impact the customer experience. In this report,
we provide examples of the best in class for each of the online and mobile app tools covered and explain why we
consider these features to be industry leaders. We distribute awards in gold, silver or bronze based on the quality
of outstanding features and tools.
The gold medal is reserved for the most robust and valuable tools, those that most closely achieve the ideal
combination of important features and intuitive functionality. The silver medal goes to tools that offer great value
but lack in some of the outstanding qualities of the leaders, and the bronze medal recognizes those tools or
features that are imperfect but still offer account holders a valuable experience. In this slide deck, we highlight the
gold medal winners across all categories.
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4. Medal Chart
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Firm Medal Count
Ally
Bank of America
BB&T
Capital One 360
Chase
Citibank
Citizens Bank
Santander Bank
Schwab Bank
SunTrust Bank
TD Bank
U.S. Bank
USAA
Wells Fargo

5. Category Overview
Transaction History and Statements
Person-to-Person Payments
Bill Pay
Website Design and Usability
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Account Summary Information
Self-Service Options

6. Account summary information on the private site homepage provides customers with an overview of important
account details. This year we focus on the desktop site presentation of account summary information, excluding
related mobile app information. Firms should provide a balance summary offering the customer’s individual and
combined balances along with more detailed account information, such as interest rates, nicknames, account
numbers and overdraft status. The best private site homepages include a preview of upcoming and recent activity
with options to make a quick transfer or payment without leaving the page.
Account Summary Information
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Citibank wins the gold medal for its overall account
information presentation and its account aggregation
capabilities.

7. Transaction History and Statements
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Account history analyzes the presentation and availability of account transactions on the desktop site. As in past
years, we evaluate account history, account statements and check images in a single category while also considering
mobile app capabilities. Account holders should be able to access a lengthy statement archive along with other
document types, including tax forms. All firms detail transactions in tables that include basic details, such as the
transaction date, amount and description. Leading firms do so in an appealing manner, with an intuitive display for
account holders to customize or modify page views to access more or less information.
© CORPORATE INSIGHT
USAA wins a gold medal for offering seven years of
statements, 18 months of transaction history and
transaction tagging with custom spending categories.

8. Person-to-Person Payments
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Transferring funds in and out of bank accounts is an essential tool for online banking and is a core transaction feature
provided by most retail bank websites. Given the introduction and fast expansion of Zelle in the market, this category
focuses only on person-to-person payments—for both the desktop site and mobile apps—for the first time. We look
at the ways that account holders can move money between their accounts and those held by others. In addition to
the basic capabilities, we focus on the P2P interfaces and the versatility of each bank’s scheduling options.
© CORPORATE INSIGHT
U.S. Bank wins the gold medal by dedicating a main tab
to its various P2P payment interfaces, with helpful
features like internal balance information and a
transaction search tool. The firm also stands out for
offering an interface for sending and receiving money
through Western Union.

9. Online Bill Pay
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Banks in the coverage set offer a broad range of transactional capabilities, but for the first time this category focuses
solely on desktop bill pay interfaces, a key driver of greater customer satisfaction with the firm. While bill pay is
widely available, performance is uneven as many firms offer weak history and few bill pay alerts. Firms should provide
a user-friendly and robust bill pay platform complete with a clear, consistent design along with advanced payee
management options.
© CORPORATE INSIGHT
U.S. Bank wins a gold medal due to its comprehensive
interface, which includes advanced services, and the
option to pay bills directly from the private site
homepage.

10. Self-Service Options
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Self-servicing options are important functions allowing account holders to manage their online banking, and this
year we evaluate these processes independently of help resources. We examine all mobile app self-service
functionality in addition to desktop capabilities. Account holders should be able to update account and security
information easily as well as access a wide variety of other banking resources, such as ordering paper checks and
initiating stop payments. Firms should also make debit and check card management straightforward on both the
desktop site and mobile app.
© CORPORATE INSIGHT
USAA earns gold here for its extensive self-servicing
options, including a lengthy online forms interface, stop
payment functionality and all-encompassing mobile app
options.

11. Website Design and Usability
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This category measures how easy it is to navigate through sites, taking into account main menu design, secondary
navigation options and overall consistency. We look at page presentation throughout the private site, along with
consistency between site features and link affordance. Those firms that provide one-click access to most site features
from the main navigation earn high marks as do those with clear secondary navigation schemes. Those firms that
offer particular customization options are also recognized in this category.
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Wells Fargo stands out for its modern, user-friendly and
mobile-optimized site that provides users with a
consistent omni-channel experience.

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Analyst
Bank Monitor and Credit Card Monitor
646-929-5151
mbarthold@corporateinsight.com
Meredith Barthold
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