BB&T and SunTrust Bank run the nation’s top online banking services, according to studies by Keynote Competitive Research.
The research service performed two studies — U.S. Banking Customers and U.S. Banking Prospects — on more than 200 current or online banking customers, according to a release. The customers used the most important account management features of the sites, started the process of opening an account and evaluated the bank’s online security measures.
SunTrust enjoyed a slight edge in the Overall Customer Experience category. In terms of Brand Impact, SunTrust was far and away the best performer.
The reason SunTrust fared so well was the bank’s customer support system, which ended up as the best of any bank. Wells Fargo’s customer service improved the most from 2009 to 2010. Design and organization, which was found to be another one of the most crucial aspects of the online banking experience, was the best at Regions Bank. US Bank boasted the most improved design. BB&T offered the best experience to potential customers looking to open a deposit account.
About SunTrust, BB&T
SunTrust Bank is a large Atlanta-based institution with just more than $170 billion in assets. The bank runs about 1,700 branches across the Southern U.S., stretching up the East Coast from Florida to Washington, D.C.
BB&T, short for Branch Banking & Trust is a large bank with about $160 billion in assets. It is headquartered in Winston-Salem, N.C.