For Account Information, one firm moves up to Gold in the Banking Awards, while Credit Card sees a three-peat.

As we start a new year, CI is looking back on the firms that set themselves apart with our 2022 Monitor Awards for banking and credit card firms. Now in its 24th year, CI’s Monitor Awards program highlights the best tools and features offered by firms across a variety of areas critical to customer experience. This year’s awards in banking and credit cards recognize best practices in UX features across the industry, including money management tools, bank and wire transfers, and small business management features. We distribute awards in gold, silver and bronze based on the quality of exceptional features and tools. These awards are solely about these features; we do not attempt to rank banks or credit card firms overall.

In this blog post, we spotlight two winners: USAA, taking the gold medal in account information in our Bank Monitor Awards, and Chase, winning gold in the same category in the Credit Card Monitor Awards.

Account Information for Banks – USAA moves up to Gold

USAA took the gold medal in the Bank Monitor Account Information category this year, improving on its silver medal ranking last year after making several improvements to its homepage and account activity pages that better position important details in an attractive, modern design. The firm offers thoroughly detailed account pages, standout transaction history and document interfaces, and a suite of money management tools.

This screenshot shows USAA's account owner site homepage, which helped it take the gold medal in CI's 2022 Bank Monitor Awards for Account Information
USAA Homepage

The authenticated site homepage features a refreshed design with ample white space and basic account details. The firm separates accounts by product type with section totals and individual account balances, offering an aggregate view of internal and external accounts. Relevant quick links appear above each section, facilitating quick access to key site actions. Clients can also customize their homepage via a dedicated page that allows them to rearrange product sections, reassign accounts, create account groups, and switch between list and grid views.

Account activity pages, a searchable transaction history table, a comprehensive document center and budgeting tools also impress. USAA also offers tutorial videos throughout the site, to help users take advantage of its offerings.

Our researchers considered several key attributes in this category, including:

  • Homepage and account page information and design
  • Document interfaces and statement design
  • Integration of non-deposit account information
  • Aggregation and analysis of financial information

Account information for Credit Cards – Chase remains the leader

Chase took the gold medal in the Account Information category in the Credit Card Monitor Awards for the third year in a row, continuing its exemplary display of homepage and dashboard details. The firm stands out further for its document center, an impressive transaction history and several strong spending analysis tools.

This screenshot shows Chase's homepage, which helped it earn a gold medal in CI's Credit Card Monitor Awards
Chase Homepage

Chase’s standout homepage and dashboard provide card holders at-a-glance information critical to their online account experience, as well as detailed transaction information, payment information and additional resources. An expandable Current Balance Details section includes a full calculation of the account’s balance. A Recent Activity section only displays the current statement period, but it includes pending charges along with a pending charge total; clients with several cards can also review activity for each card via a dropdown. The firm also allows card holders to complete payments from the homepage via a slideout, eliminating the need to navigate to a dedicated payment interface. Since last year, when it also won gold, Chase added an External Accounts section enabling clients to review and add external accounts.

Chase also excels with documents and transaction history. Both sections are comprehensive and intuitive, allowing users to find statements or search recent transactions with ease.

Key attributes considered in this category include:

  • Authenticated site homepage account summary balance and payment details, page layout, and overall design
  • Quality of transaction history details; length of card activity archive; and ability to filter, search and sort
  • Money management, spending analysis, credit score, and financial wellness tools and resources
  • Statement content details, quality and design

For more bank, credit card and small business insights, check out CI’s Insights section. Or learn more about how CI’s subscription research can help your organization.

 

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