NEW YORK--(Citibank® Online and Citi’s digital banking services were recognized today as the top among major US banks in a Forrester Research, Inc. January 2013 report “2012 US Bank Secure Website Rankings: Citi Moves To The Top With Added Functionality And A New Look.” In the report, Forrester attributes Citi’s top ranking to the launch of the newly redesigned Citibank Online in 2011 and the launch of its acclaimed tablet banking apps, Citibank for iPad® and Citibank® (Kindle Fire Edition).)--
“Whether our customers are in one of our smart branches, on their mobile devices or banking online, we are always looking for ways to innovate and improve their experience”
- Citi ranked in the top spot and was the only bank to score in the report’s highest category, “Significantly above minimum standards.”
- The current evaluation is the first since Citi launched a completely overhauled consumer banking website in 2011, which propelled Citi’s position to number one after previously ranking second to last.
- Citi received the highest marks among the six U.S. banks evaluated for Presentation, Transactional Content and Functionality, and Self-Service Content and Functionality, and was rated second in Trust.
- Citi was among three banks to earn a perfect score for mobile services.
“Citi earned the highest score in our presentation category. In addition, the firm stood out for features like its integrated personal financial management, with spending charts embedded in the main landing page,” wrote report authors Peter Wannemacher and Cathy Graeber of Forrester.
“Whether our customers are in one of our smart branches, on their mobile devices or banking online, we are always looking for ways to innovate and improve their experience,” said Tracey Weber, Citi’s Managing Director for Consumer Internet and Mobile Banking in North America. “We are thrilled that Forrester has recognized what we consider to be our commitment to continue to develop digital and mobile services that provide a simple, seamless and personable experience across platforms.”
The report rankings were based upon Forrester’s User Experience and Functionality Benchmark methodology, which evaluated the secure websites of the six largest retail banks in the US. This year Forrester’s criteria became more stringent to reflect consumer’s evolving digital banking needs.
Forrester employs 66 individual criteria in their methodology for banks’ secure websites and other digital services—including mobile services and customer service via social media. The benchmark is based upon six categories: transactional features and functionality, service features, value, navigation, presentation, and trust.
For Citi, Forrester’s 2012 US Bank Secure Website Rankings caps off a year of rigorous digital innovation. During 2012, Citi added new features to Citibank for iPad, launched the first banking application designed uniquely for the Kindle Fire, Citibank® (Kindle Fire Edition), developed Mobile Check Deposit and Citibank® Popmoney®, and began to roll out a new mobile banking platform across the globe.
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
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