Bank of America online CX rated ‘exceptional’ by JD Power


Marketing data and analytics company J.D. Power has introduced a website certification program to recognize brands that provide an exceptional online experience, and Bank of America has become the first organization to achieve J.D. Power Website Certification powered by Centric Digital, a press release said.

“[Seventy-six] percent of bank customers used web banking in the past three months, making it the most widely used channel,” Bob Neuhaus, vice president of banking and credit card at J.D. Power, said in the release. “With customers seeking seamless online experiences, certified brands will be able to leverage the J.D. Power brand and promote their organization’s commitment to an outstanding online customer experience.”

As the first qualification criterion, brands must rank among top performers in the most recent J.D. Power North America Website Satisfaction Index. Qualifying brands also must pass a rigorous evaluation of more than 500 online experience and operational best practices conducted by J.D. Power in collaboration with Centric Digital. 

Once certified, a brand is permitted to market its achievement for 12 months with marketing tools that include a J.D. Power Website Certification trophy, online marketing collateral and in-store merchandise displays, the release said. 

“With 36 million digital clients, we strive to provide the best user experience no matter how they choose to do their banking,” said David Tyrie, head of advanced solutions and digital banking at Bank of America. “Our clients are at the center of everything we do, and we couldn’t be more proud to be the first to receive this prestigious J.D. Power certification for anticipating client needs and driving innovation.”

Topics: Bank / Credit Union, Omnichannel Banking, Trends / Statistics

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