RBC takes top spot in 2009 Canadian Bank Secure Web Site Rankings

RBC Royal Bank Online Banking earned the top spot in the annual Forrester Research report titled
“2009 Canadian Bank Secure Web Site Rankings”
(August 2009). The report states, “For the third year in a row, RBC topped our rankings, edging out [another bank], 69 to 67.”

“This ranking is a clear reflection of our commitment to provide our clients with a convenient service that helps them achieve their financial needs online,” said James McGuire, vice-president of Online Strategy & Client Experience at RBC. “We are continually looking for ways to make it easier for our clients to manage their finances and enhance their online banking experience.”

According to Forrester’s review, “Royal Bank's consistent performance gives it an edge.” The report also stated “While RBC led in just one category — service functionality and content — it posted solid results in most categories, reflecting a mature site.” In the Transact category Forrester cited “RBC’s single UI [user interface] for bill pay and transfers” as a “best practice”, and that “RBC came out on top in the [service] category by offering users solid functionality in these areas: eStatements and Online help”.

In their report, Forrester stated, “By meeting users’ needs today – online or off – RBC is training its users to look online first for a solution and is positioning itself nicely as it brings more self-service functionality online.”

Since 2006, Forrester has evaluated the secure websites of the top seven Canadian 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.

Today RBC Online Banking processes over 70 million online bill payment transactions annually – more than 137 transactions every minute of every day. RBC Online Banking has more than 6000 Canadian billers connected to its online bill payment service.