Bank Monitor2016 Gold Medal Winners

Corporate Insight provides competitive intelligence, consulting and user experience research to the nation'sleading financial, health and education institutions. For more than two decades, the firm has trackedtechnological developments in the end-user online experience, identifying best practices in online financialservices and investing, mobile finance, social media and other emerging areas. Corporate Insight offerssubscription-based Monitor services in 14 verticals, including banking, healthcare and alumni relations, alongwith custom research, digital capabilities audits, special studies, user research and other consulting services. Thefirm helps its clients—including 70% of the financial services firms in the Fortune 500—to remain at the forefrontof industry trends and improve their competitive position.

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This month, we are proud to present our annual Bank Monitor Awards, highlighting the best online and mobilebanking account tools and features offered by firms in key areas.

The categories selected for this annual report cover only private site features, including the accountmaintenance capabilities that most impact the customer experience. In this report, we provide examples of thebest in class for each of the online and smartphone tools covered and explain why we consider these features tobe industry leaders. We distribute Monitor Awards in gold, silver or bronze based on the quality of outstandingfeatures and tools.

To review, a Gold Medal is reserved for the most robust and valuable tools, those that most closely achieve theideal combination of important features and intuitive functionality. A Silver Medal goes to tools that offer greatvalue but lack in some of the outstanding qualities of the best tools. A Bronze Medal recognizes those tools orfeatures that are imperfect but still offer card holders a valuable experience.

Bank Monitor Awards

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Medal Chart

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Firm Medal Count

Ally

Bank of America

BB&T

Chase

Citibank

Citizens Bank

Discover Bank

U.S. Bank

USAA

Wells Fargo

Category Overview

Transaction History and Statements

Desktop Site Transfers and Payments

Mobile Deposits, Payments and Transfers

Website Design and Usability

Promote Your Firm’s 2016 Monitor Awards!Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more

information and for examples of past promotions, contact us at pr@corporateinsight.com.

Account Summary Information

Private Site Help and Self-Service

Account summary information, displayed on the private site homepage or mobile app home screen, providescustomers with an overview of important account details. The balance summary should display the customer’sindividual and combined account balances and firms should provide easy access to detailed account information.Firms also should allow customers to link external accounts to provide a snapshot of balances across financialinstitutions. The best private site homepages include a preview of upcoming and recent activity, with options tomake a quick transfer or payment without leaving the page.

Account Summary Information

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USAA wins a gold medal for its highly customizable, detailed private site homepageand mobile home screen with account aggregation to view balances across all of acustomer’s linked accounts.

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Transaction History and Statements

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Account history analyzes the presentation and availability of account transactions on the desktop site. Leadingfirms do so in a visually appealing manner, with an intuitive display for account holders to customize or modifypage views to access more or less information. We combined the Account History and Statements categories andnow include a weighting for these offerings on mobile apps as firms increasingly present an omni-channelexperience. We evaluated the following criteria on both desktop site and mobile apps: depth of archive, datadisplay and presentation, usability and search filter capabilities, transaction description, depth of statementsarchive and tax statements.

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Chase’s site redesign earned the firm a gold medal fortransaction history with many search, sort and filtercapabilities.

Desktop Site Transfers and Payments

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Transferring funds in and out of bank accounts is an essential tool for online banking. For this category, weexamine both internal transfer and external transfer capabilities. We look at the ways that account holders canmove money between their own accounts as well as those held by others. As all firms offer the ability to movefunds internally, we place greater emphasis here on the external transfer capabilities offered by each firm. Wefocused on the following attributes: transfer capabilities, page design, scheduling options, transfer history tables,external account and payee management and pending payment management.

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Chase wins the gold in this category for offering easy-to-use payment and transfer services, including wiretransfers, between accounts and to other recipients.

Mobile Deposits, Payments and Transfers

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This category evaluates the full range of deposits, payments and transfer capabilities available on mobile apps. Thisyear the criteria has been updated to include bill payments, recognizing the importance of a customer’s ability toinitiate and edit payments and manage payees from the mobile interface. Our grading criteria included fundtransfer types, P2P payments, mobile deposit, scheduling options and modify/cancel abilities, and in-app help fortransactions.

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U.S. Bank wins the gold by offering unique capabilities in itsmobile app, including the ability to add a payee by taking apicture of a paper statement and great flexibility inscheduling and changing payments and transfers.

Private Site Help and Self-Service

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Private site help and self-service options are complementary functions that allow account holders to manage theironline banking. Account holders should be able to update account information easily, access banking resourcesand offer helpful customer service like email and chat platforms. For our grading criteria, we examined customerservice email and live chat platforms, help centers and contextual help resources, private site search and onlineself-service functions.

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USAA’s extensive help, self-service abilities and unique call scheduling feature earn ita gold medal.

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 consistency. When firms perform well in each of these areas, they help toimprove the usability of their sites. Firms should make signing into the authenticated site and retrieving andresetting login credentials straightforward. Those firms that offer particular customization options are alsorecognized in this category. Grading criteria is determined by overall navigation scheme, page presentation andconsistency, link affordance, use of color and fonts, user authentication and site customizability.

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USAA earns a gold medal for offering a well-designed site that is consistent andemploys main and secondary navigation effectively.

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Senior Research Associate

Bank Monitor and Credit Card Monitor

646-454-2661

jjudd@corporateinsight.com

Javonni Judd

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