Financial institutions have miles to go when it comes to understanding what a good Internet finance site really is, according to Forrester. Bank sites barely meet consumers' expectations. (Scale of 1 to 5, 1 being much worse than expected, 5 being much better than expected.)

Content, tools and advice Rating

Range of products available 3.18

Usefulness of financial tools 3.03


Confidence in transaction

accuracy 3.46

Synchronization of

mulitchannel info 3.15

Customer service

Helpfulness of phone reps 3.40

Helpfulness of e-mail responses 3.08

Source: Forrester Research

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