An analysis of 602 participants on six personal banking websites: Bank of America, Chase, PNC Bank, TD Bank, US Bank, and Wells Fargo. This report contains UX benchmarks (SUPR-Q and task-metrics), Net Promoter Scores, a Key Driver Analysis and behavioral data (videos, click maps, and heatmaps) from August 2018.
Table of Contents
Study Overview
SUPR-Q Scores
Usability
Loyalty
Trust & Credibility
Appearance
Key Findings SUPR-Q & NPS- Perception Study
Past Experiences & Visit Frequency
Areas for Improvement
Strengths+Weaknes - Calibrated Evaluator's Guide
Key Drivers of UX Quality
Key Findings SUPR-Q & NPS - Usability Study
Heat + Click Maps
PURE Analysis Overview
