The 2011 Baltic E-Banking Report - Lithuania

The Baltic E-Banking Report analyses the functionality, usability and performance of the public websites and Internet Banking Systems (IBSs) by every Lithuanian retail bank from an external user's perspective.

It ranks the banks by a wide range of customer-experience related criteria, provides comments on best-practice examples and highlights areas where improvement is clearly needed. Aggregate rankings and benchmarks are provided both in the executive summary and at the end of the report.

With the public bank websites and Internet banking systems having overtaken the regular customer service branches and in certain cases even the ATMs in popularity, e-channels have been turned into the next arena for competitive battles.

To have a chance of winning those battles, a bank needs a clear understanding of how its Internet properties compare to those of rival banks at the moment, where it is leading and where it is lagging behind.

This is where the Baltic E-Banking Report fits in. In this report, we analyze the strengths and weaknesses in the e-offerings of every Lithuanian retail bank, enabling banks to answer two principal questions:

- Where are we today?

- Where are our competitors?

The results reflect both the overall state of e-banking in Lithuania and the challenges facing each individual retail bank.

As brands and customer experiences are becoming the principal areas of competition between retail financial institutions, and the Internet is turning into a primary e-banking channel for a growing percentage of retail customers, we believe the Baltic E-Banking Report will remain instrumental for Baltic banks in their efforts to benchmark their current status against their peers and make well grounded decisions with respect to the further development of their e-channels.

The ability to compare the results of this years study with the findings of the previous years will provide additional value to the banks as analysts will be able not only to make comparisons between banks but also better understand the progress that has been made during the 12 months since the release of the last years report. SHOW LESS READ MORE >

1. Introducing The Baltic E-Banking Report 2011

2. Goals of the study

3. What the report offers
Methodology

4. Key definitions

5. General methodology

6. Subject of the research

7. Banks covered in the report
Lithuanian banks
Banks excluded from the research

8. E-Banking Fees
Lithuanian banks
The results of the tests
Conclusions

9. Functionality
Sign up
Login
Account information
Transactions
Payment options
Deposits
Loans
Leasing
Security measures
Languages
Help system
Investment services
Payment cards
Insurance services
Other services

10. Mobile banking
Overall results of mobile banking test
WAP banking functionality results
SMS banking functionality results
Mini Opera compatibility results
iPhone Safari compatibility results
Android compatibility results

11. Clarity
Overall clarity test results
Public website clarity
Internet banking system clarity results
Individual test results for Lithuanian banks

12. Convenience
Overall results of the convenience test
Number of mouse clicks needed
Number of pages necessary to load
Number of keystrokes needed

13. Customer Service Responsiveness
Customer Service Responsiveness Index
Reaction times

14. Innovation
Financial Tracking Tools Index
Social Media Usage Index
Online Support Index
About the Authors