Corporate Insight's 2015 Monitor Awards are out! The awards honor financial services firms for excellence in the online user experience they offer prospects, clients and advisors. Throughout the month of February, we will be releasing a series of slide decks highlighting the firms that received Gold Monitor Awards. Each of the nine slide decks will focus on a specific industry within financial services. The Bank Monitor Awards are given out across eight categories: History and Statements Account Summary Information Self-Service and Help Transfer Capabilities Prospect Experience Design and Usability Mobile Transfers and Deposits Mobile Account Information The slide deck highlights the Gold Monitor Award winning firms in each category and explains why their online offerings were best in class.

1. 2015 Award Winners
Gold Monitor Awards
BANKING

2. AboutUs
Corporate Insight provides competitive intelligence and user experience research to
the nation’s leading financial institutions. For over 20 years, the firm has tracked
technological developments in the financial services industry, identifying best
practices in online banking and investing, online insurance, mobile finance, active
trading platforms, social media and other emerging areas. There are no assumptions
in Corporate Insight’s work – we use live accounts at all of the firms we research,
providing our clients with unparalleled, unbiased intelligence on the competition.
Connect With Us
Promote Your Firm’s 2015 Gold Monitor Awards!
Corporate Insight is happy to assist all Gold Monitor Award winning firms in promoting their honors.
For more information and to see examples of past promotions, contact us at PR@Corporateinsight.com.
Press Coverage

3. Welcome to the fourteenth annual Bank Monitor Awards. This slide deck highlights the best banking
tools and features leading the way in key areas of online banking. The categories selected for the awards
cover both public and private site features, representing essential account management capabilities that
most impact the client experience. This report provides examples of the best in class for each of the
online tools surveyed, along with explanations for what makes a given firm’s tool rise above its
competitors. For features and tools that we consider outstanding within each category, we distribute
Corporate Insight monitor awards in gold, silver or bronze based on quality.
The Gold Medal is reserved for site features that offer an exceptionally valuable and comprehensive
service to customers in a user-friendly, well-designed interface. For tools that offer strong capabilities
while suffering from a few small flaws, we award a Silver Medal. Finally, a Bronze Medal goes to
features that, though imperfect, offer account holders an excellent or uniquely valuable service.
BankMonitorAwards

4. History and Statements
Account Summary Information
Self-Service and Help
CategoryOverview
Prospect Experience
Promote Your Firm’s 2015 Gold Monitor Awards!
Corporate Insight is happy to assist all Gold Monitor Award winning firms in promoting their honors.
For more information and to see examples of past promotions, contact us at PR@Corporateinsight.com.
Design and Usability
Mobile Transfers and Deposits
Transfer Capabilities Mobile Account Information

5. This category examines how firms report transactions to clients in both the online activity center and
online statements. The primary driver of our rankings is the depth of the transaction and statements
archives. We also rank firms on how they display transactions, search and filtering capabilities and the
information included along with transaction listings. Criteria related to statements include any access
restrictions – firms that allow users to view more statements online regardless of their delivery
preferences score higher – and whether firms display tax statements online.
USAA wins the gold medal for offering seven years of
PDF statements and up to 18 months of transaction
history. The firm allows users to incorporate
information on scheduled transactions and create
custom spending categories with projected balance
information. Users can sort by several data points
and can print transactions. The firm also provides
seven years of 1099 PDFs online, and monthly
statements include check images.
Historyand Statements

6. This category examines the balance information and account details provided to clients. Our survey
results show that account balance information is by far the most common reason clients log into their
accounts. Therefore, firms should provide balance information on the homepage, including combined
balance figures for linked accounts as well as the current and available balances. Users should also have
easy access to interest information for savings and other interest-bearing accounts, account and routing
numbers, and other details.
This year, Citibank improves from a silver to a gold
medal in this category for its Accounts and Account
Details pages, which present an impressive range of
details on clients’ account balances. The firm provides
on-deposit and available balance figures for each
account, along with combined figures for linked
account types within the summary balance
information found on the private site homepage.
AccountSummaryInformation

7. As we have adjusted our categories for 2015 to award firms for their mobile apps, we have combined
the Self-Service and Private Site Help categories. Account holders should have the ability to update
account information easily and access banking resources, such as updating online passwords and
reordering paper checks, all within a unified section via the bank’s private account management site. We
also grade firms on their email and chat platforms and help resources.
Citi offers both an online message
center allowing users to contact the
firm and live chat. A central help
center answers client questions, and
the firm offers several important self-
service features online, helping it earn
a gold medal.
Self-Serviceand Help

8. This category considers the types of fund transfers available to customers, along with scheduling
options, the ability to link external accounts and the design of each bank’s transfer tool. While all banks
offer internal transfers to linked accounts, and many now offer external ACH transfers, firms that rank
highest in this category offer additional fund movements, such as P2P and wire transfers, and provide
comprehensive transfer history and pending activity tables within a unified transfer center.
Chase earns the gold medal for the third
consecutive year. Chase allows clients to transfer
funds internally, externally and via a wire and also
offers P2P transfer options via the in-house Chase
QuickPay tool. Though each of the transfer options
are housed within different interfaces, they all
feature the same style and design, and the addition
of the navigation with flyout menus allows users to
navigate between transfer tools easily.
TransferCapabilities

9. This new category examines the public site homepage and online application offered by each firm in our
coverage group. Previously we gave an award for the online application; this year we have also included
homepages into this category, which represent crucial points of contact with prospective clients. A
visually pleasing public homepage along with an easily accessible and intuitive online account
application are a few of the best investments for a firm. Public homepages should provide clear
pathways to the firm’s key products and services and an embedded private banking login field. Firms
that allow navigation within the application or the option to save an application and return at a later
date offer an enhanced level of convenience to clients.
KeyBank earns a gold medal for its strong public
homepage and online account application. The
homepage design features convenient tabs with flyout
menus and is visually appealing and easy to read.
Clients can easily access the account application
throughout the public homepage and product pages
and the private site. Most notably, applicants can save
the application and return to it later, track their
progress via a meter at the top of the application and
online chat with a CSR while completing the
application.
ProspectExperience

10. This new category ranks sites based on their navigation and site design. Main menus and secondary
menus are of paramount importance, as is page presentation, consistency of design and link affordance.
We look for main menus that use color to indicate a selected tab and provide flyout capabilities. Sites
that use a consistent scheme for organizing pages within sections score well. In terms of page design,
top sites use color effectively to space and distinguish page elements. Sites that clearly label links also
perform well.
Bank of America earns a gold medal, with a particularly
strong main navigation menu. The firm’s overall design is
relatively consistent, and it is easy to navigate between
site sections. Pages are easy to read and users should not
struggle to find any information, tool or feature.
Designand Usability
USAA receives a gold medal, in part due to particularly
strong page design. While the firm’s navigation is effective,
there is room for improvement in that area.

11. This new category ranks firms across Android, iPad and iPhone apps. We examine funds transfers to
linked accounts and to other people. Mobile deposits also factor in this category; unsurprisingly, the
firms that lack branches entirely offer strong platforms amongst the competition, earning two of the
three medals awarded in this category.
Chase earns a gold medal for allowing account
holders to process internal and external transfers
from a single menu and for allowing users to
request wire transfers. The firm affords clients
the greatest flexibility in managing all forms of
fund transfers, allowing users to submit, edit and
cancel all future internal, external, wire and
person-to-person transfers from the mobile app.
MobileTransfersand Deposits

12. Just as account information is of paramount importance on the web, so it is for mobile apps. Firms are
graded on the balance information displayed and on whether users can view combined balances for
aggregated accounts in a smartphone app. We also rank firms on how they display transactions and how
many months of transaction history is provided in each app. Just as in our Mobile Transfers and Deposits
category, we grade firms across iPad, Android and iPhone apps.
USAA earns a gold for its unique aggregation of linked
and external accounts, along with the full display of
balances and history. Transactions include a running
balance and check images. The transaction menus
allow users the full functionality of the desktop site,
with the ability to add transactions, categorize and edit
description names. The menu includes 90 days of
transaction history that expands up to 18 months using
the search tool.
MobileAccountInformation

13. 2015Top GoldMedalWinners
2 32
In the 2015 Bank Monitor Awards, USAA leads with three
gold medals, followed by Chase and Citibank with two each.
Bank of America and KeyBank earned one gold medal each.
USAA
3
22
Chase Citibank

14. 646-454-2663
Dmiller@corporateinsight.com
Connect with Doug
Doug Miller
Director of Research
ContactUs
Connect With CI