Online service quality varies
Northwestern Financial Review, Oct 1-Oct 14, 2003
There is a wide disparity in the reliability and speed of the online performances of eight top U.S. banks, according to a study conducting by San Mateo, Calif.-based Keynote Systems Inc. The average time it took to complete an account-balance-inquiry on the eight sites varied on a weekly basis from 8.16 seconds to more than 23 seconds.
The company said that the success rate for completing the transaction ranged from a high of 99.91 percent to a low of just 89.07 percent. Chase Manhattan Bank USA and Wells Fargo & Co. had the top two response times each week, while Washington Mutual Inc. and Bank of America Corp. brought up the rear, according to Keynote's automated measurements from 10 cities.
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