This Retirement Plan Monitor Report analyzed the rich media available to participants on their retirement plan sites. We assessed the range of rich media, as well as if participants are able to share rich media files through social media sites and if rich media was successfully imbedded within site pages.
Generally, the accessibility of rich media is good on retirement plan sites. Forty-six percent of firms featured an icon or other mark signifying that a file contains rich media. Another 46% featured or promoted their rich media directly on the participant homepage.
|
|
Read more...
|
While standard card features such as rewards programs are well-known to most card holders, a number of firms offer ways for clients to adjust their physical cards via customization options. These card choices are designed to increase the level of user choice, making card holders feel more connected to a particular card. In this report, we considered two main categories as they pertain to card customization – card images and payment capabilities. As we explored the card customization options offered by each issuer, we focused on the following issues:
-
Can users select a customized card design or upload their own images to be used on the card?
-
Can card holders request a contactless payment chip and/or EMV chip for their credit card?
-
Are clients able to request any of the card plastic customization options via the private site?
|
|
Read more...
|
In this edition of Bank Monitor Report, we investigate the options offered for moving money externally to all types of recipients. This Bank Monitor Report focuses on the movement of money into and away from a user’s account at a single firm, including transfers to a client’s own account at other financial institutions and to other account holders regardless of where they bank. As we examined each bank’s external transfer capabilities, we focused on the following issues:
-
Are account holders able to make ACH transfers to their own accounts at outside FIs?
-
Does each bank offer options to move money to accounts held by other people?
-
Do firms offer individual interfaces for each type of transfer?
|
|
Read more...
|
This report looks at the eDocument offerings exclusively on Life Insurance Monitor firms’ private websites by evaluating their respective enrollment processes, exclusively on the client experience. The electronic delivery services of eight Life Insurance Monitor firms were analyzed on the following key criteria:
-
Selection of documents available online and for eDelivery
-
The accessibility of the documents and delivery preferences
-
The online enrollment process of firms that offer electronic delivery
|
|
Read more...
|
|
This report looks at the telephone customer service provided to the customers of Annuity Monitor coverage firms. The telephone customer service provided by 17 Annuity Monitor firms were analyzed on the following key criteria:
-
Accessibility of the customer service telephone number on the private website.
-
Process required to connect with a customer service representative upon calling the appropriate telephone number.
-
Quality of informational support provided by the customer service representatives.
|
|
Read more...
|
The May 2013 Small Business Card Monitor Report takes a close look at online dispute services offered by four of our eight SBCM firms. With online dispute services, clients are able to address an inquiry about a charge online instead of calling the card issuer over the phone. In our investigation, we found that the firms that offer the best online dispute service feature the following attributes:
-
Make the online dispute service easily accessible
-
Give clients the option to dispute various transaction types online
-
Simplify the dispute process for customers
-
Offer a variety of dispute scenarios
-
Provide assistance throughout the dispute process
-
Allow clients to check the status of submitted disputes online
|
|
Read more...
|
In this month’s e-Monitor Report, we take a look at the asset allocation tools that brokerage firms make available on their websites. The tools in this report vary considerably in functionality and depth – some tools analyze current portfolios and suggest a proper allocation, and some make actual investment recommendations and allow clients to trade. Some firms offer a tool with a do-it-yourself approach, while others offer a simple comparison between a client’s current and target allocation. Half of all e-Monitor firms offer an asset allocation tool on the client site. In the time since we last reviewed asset allocation tools two years ago, two additional firms added these tools to their sites.
|
|
Read more...
|
|
|
|
|
