Homes Loans With Bad Credit - New Gomez Benchmark Measures Internet Application Performance of Leading Credit Card Issuers
This chapter describes ten helpful actions and behaviors that will bring you…
WALTHAM, Mass. — Published in American Banker and www.Gomez.com, the benchmark helps credit card issuers better understand the impact application speed and availability have on customer experience, behavior, and satisfaction.
Gomez, Inc., the Internet Performance Management Company, today launched the Gomez Performance Index (GPI) for Credit Cards, a new financial services industry benchmark that compares the application performance of the eight largest US credit card issuers(a) from a consumer perspective.
Published bi-weekly in American Banker, the new Credit Card GPI measures the speed and availability of card issuers’ highly critical "view transaction history" applications. The Credit Card GPI joins the Gomez Performance Index for Banking and the Gomez Performance Index for Brokerage, the financial industry’s first and foremost suite of Internet application performance management benchmarks.
"In financial services, where the online channel is so important to the business, it’s important that applications remain consistently fast and available," says David Flinn, Gomez Director of Professional Services. "Not only is substandard application performance harmful to the customer experience and resulting revenue, but it also impacts operational costs by keeping IT costs high and by driving delivery from a relatively inexpensive online channel to more expensive call centers."
Gomez benchmark data allows firms to better understand their online customer experience over time and relative to their competitors, so they can focus on investments that differentiate their service and improve overall customer satisfaction. Benchmarks have become particularly important in the financial services industry where the data serve as an indicator of the impact that online application delivery has on those critical customer measures.
Well performing applications enable customers to quickly and efficiently conduct business online, driving customer loyalty and satisfaction and increasing resulting revenue and profitability. Poorly behaving applications can significantly increase operational costs and cause irreparable damage to a company’s brand equity, customer experience, and reputation.
To better understand the correlation between application performance and top- and bottom-line success measures, leading financial services firms have continually turned to Gomez benchmarking services to determine how their business-critical Internet applications are performing.
Combined with Gomez’ three other core disciplines, including Service Level Management, Event Notification, and Problem Identification, customers have worked with Gomez to identify and implement process improvements that help them continuously improve application speed and availability as they progress towards performance excellence.
"If a login page takes two seconds to load on a banking application and ten seconds on the credit card application, the customer of a diversified financial services institution is receiving a mixed message," noted Flinn. "By using our benchmarks, financial services firms can more consistently manage and deliver online applications and drive behaviors that help protect revenue while making sure customers can quickly and efficiently conduct their business through the lower cost online channel."
The following financial institutions are included on the Gomez Credit Card Index:
–Citibank
–MBNA
–American Express
–JPMorganChase
–Capital One
–Discover
–Bank of America
–HSBC
Performance of the "view transaction history" application will be measured from 10 locations throughout the United States using real consumer accounts managed by a third-party company. Each test:
1. Logs into the benchmarked website from either the home page or a bookmarked link.
2. Navigates to or accesses the account holder’s summary information page
3. Logs out of the application
About Gomez
Gomez is the leading supplier of enterprise solutions that help companies achieve and maintain the peak performance of their mission-critical Internet applications. Using Gomez products and services, enterprises reach performance excellence and meet or surpass their business goals. Founded in 1997, Gomez provides performance measurement, benchmarking, and competitive insight to Global 1000 companies across all industry segments, including financial services, e-commerce, information technology, and travel.
Gomez competes in the Internet Performance Management and e-business solutions space with companies that include Mercury Interactive Corp (MERQ) and Keynote Systems, Inc. (KEYN).
Gomez, Gomez.com, Gomez Performance Network are trademarks and/or service marks of Gomez, Inc. All other trademarks are the property of their respective owners.
For more information contact Terry Meehan at tmeehan@gomez.com or 781-768-2100.
Visit the Gomez Performance Indices at www.Gomez.com/performance_strategies/benchmarking.html