The Industry Standard for Competitive Digital Benchmarks since 1999
Keynova Scorecards precisely track and measure competitive digital capabilities, customer experience elements, and cross-industry trends in financial services to provide insights that advance digital strategy, facilitate roadmap development, and identify digital best practices.
The Scorecards use a use a proven approach to competitive assessments that has evolved over two decades and in partnership with client audiences. Exploring the public and authenticated environments of leading financial service providers’ web and mobile channels, Keynova’s trusted and proven methodology also encompasses:
Examining live customer accounts
Utilizing customer support channels
Conducting industry interviews
Ongoing secondary research
Banking
Banker
Examining the online banking experience for customers of 22 of the largest U.S. retail banks based on consumer deposits. This twice per year evaluation looks at close to 400 weighted factors encompassing consumer customer acquisition and servicing, with a focus on factors such as onboarding, servicing for DDAs and savings accounts, bill payment and funds transfers, credit and debit card products, mortgage and home/personal lending, PFM, privacy and security elements, and customer support.
Mobile Banker
Focusing on mobile banking alternatives including browser and mobile app access, this benchmark review is conducted twice each year. Comparisons are offered for 17 of the leading U.S. banks based on consumer deposits. The Scorecard evaluates mobile offerings, UI efficiencies, and best practices for consumer deposit customers who may wish to acquire an account or are digitally linked to other banking products. Each mobile channel and aligned cross-channel capabilities are evaluated on more than 235 weighted criteria encompassing all aspects of the consumer mobile banking experience.
Small Business Banker
Evaluating 10 of the leading U.S. banks based on deposits, this annual Scorecard reviews more than 400 weighted factors associated with acquiring and supporting small business customers. Elements that are examined include onboarding; permissioned account access; bill payment; funds transfers including ACH, wire transfer, and B2P/B2B options; business lending; and support for options like cash flow analysis, payroll, and high-risk transaction authentication.
*All baseline Scorecard evaluations can be customized to assess non-traditional or smaller regional banking institutions, platform providers, and associated businesses and products.
Credit Cards and Lending
Credit Cards
Comparing leading credit card websites and mobile channels, this Scorecard highlights digital capabilities used by consumers to evaluate and apply for new credit cards; for account management and self-servicing, such as payment, dispute filing and tracking, or credit limit requests; to access card and cardholder security features, such as virtual card and card verification numbers, actionable alerts, or customized transaction limits; to obtain financial guidance on relevant topics such as credit and credit score management; or to use support options like Spanish-language assistance or the ability to digitally schedule a meeting with a card specialist. The Credit Card benchmark, issued two times each year, reviews 10 leading bank and network card issuers and incorporates over 400 objective and weighted criteria.
Mortgage-Home Equity
This annual study reviews and contrasts the digital capabilities and user experience at 12 of the top bank and non-bank lenders in the U.S. market. Evaluating more than 300 detailed and weighted factors affecting the markets for digital mortgage and home equity loan originations, this benchmark assesses online and mobile options for consumers to prequalify, obtain preapproval, or to apply for a mortgage or home equity loan or line of credit; to obtain information about loan options, rates, and relevant closing costs; to access tools such as third-party databases or loan application status options; and to use support options including virtual or in-person assistance.
*All baseline Scorecard evaluations can be customized to assess non-bank, non-traditional, or smaller regional firms.
Insurance
Insurance
Reviewing 12 of the leading Property & Casualty firms in the U.S. consumer market, the Insurance benchmark highlights digital acquisition and servicing in the desktop environment. The Scorecard, delivered twice per year, evaluates competitive firms across more than 300 objective factors such as supporting online quoting and binding, providing educational content, and meeting policyholder needs for filing and tracking claims, making premium payments, obtaining ID cards, and making digital changes to a policy or profile.
Mobile Insurance
With a focus on mobile browser and app options, this Scorecard compares the competing capabilities of the 12 leading Property & Casualty firms in the U.S. consumer market. Released two times each year, this analysis evaluates firms across more than 250 objective criteria identifying strengths and opportunities to serve consumer prospects and policyholders via mobile channels.
Small Commercial Insurance
This annual competitive Scorecard evaluates the digital capabilities of 10 leading U.S. carriers supporting small business insurance such as BOP (Business Owners Policy), Property, Liability, Workers Compensation, and Commercial Auto insurance policies. Results, derived from evaluating more than 300 criteria accessible through insurance carriers’ digital properties, enable providers to identify opportunities to deliver a best in class digital experience to small business prospects and customers.
*All baseline Scorecard evaluations can be customized to assess smaller regional firms or associated businesses and products.
Custom
Keynova Group’s team has broad and deep expertise in designing, managing, and delivering meaningful results to support custom engagements that are central to the needs of our client firms. While many custom opportunities build on the Scorecard Methodology or delve into specific best practices to suit research needs, Keynova focuses on delivering results that unlock value for your organization while creating substantive and constructive opportunities for your digital users.