“In 2006 we set a number of key objectives to improve our clients’ Online Banking experience and expand the services we offer online. Being ranked number one for the second year in a row shows that we’re on the right track” said James McGuire, vice-president of Online Strategy & Client Experience at RBC.
Forrester examined the secure websites of the top seven banks and credit unions against approximately 50 individual criteria in four categories: website navigation; website presentation; transact content and functionality; and service content and functionality.
“We are focused on making changes that will help our clients achieve their financial needs online. Providing convenient, easy-to-use features such as digital cheque images; online bill presentment and payment; and electronic statements is clearly helping our clients reach that goal” said McGuire.
Over the past two years, RBC has expanded it’s online Electronic Statements, which are now available to Personal Banking Account, RBC Homeline Plan, Royal Credit Line and RBC Visa card product holders. In the fall, the service will also be offered to Small Business and Commercial clients.
McGuire added: "Giving our clients practical banking choices that make it easy for them to help the environment has proven to be a new way for us to enhance our clients’ online experience.”
In their report, Forrester identified RBC’s consolidated bill pay and transfers area as a “glimpse of the next generation of online”. Today RBC Online Banking processes over 60 million online bill payment transactions annually – more than 100 transactions every minute of every day. RBC Online Banking has almost 6,000 companies connected to online payment services.