Javelin’s fourth annual Online Banking Scorecard evaluates 25 top U.S. financial institutions with an eye toward features that will make it easier to manage banking chores, improve financial wellness, increase digital engagement, and position a bank or credit union as its customers’ primary FI. This year’s scorecard examines 216 features across six categories: Ease of Use, Security Empowerment, Financial Fitness, Money Movement, Customer Service, and Account Opening. Javelin weighted each category based on what consumers say is most important to their satisfaction with online banking, with Javelin analysts weighting individual features based on their strategic value, tactical necessity, and industry and consumer trends. The scorecard identifies three leaders in each category (with one third-place tie). Bank of America repeated as “Best in Class” overall — ranking as a leader in five categories, with BB&T and USAA also finishing as overall leaders. Bank of the West, BBVA USA, Citi, Comerica, Huntington Bank, Regions, SunTrust, and Wells Fargo ranked as leaders in at least one category. 

Key questions discussed in this report?

• Which banks are market leaders?
• Which categories have the greatest influence on satisfaction with online banking?
• How many banks offer innovative features that will rejuvenate and transform online banking?
• What key trends should digital banking strategists consider high priorities?
• What specific features address these key trends?