Keynote Study Names RBC Royal Bank Top Web Site for Overall Customer Experience; Scotiabank Takes First for Technical Quality,

  Keynote Study Names RBC Royal Bank Top Web Site for Overall Customer
  Experience; Scotiabank Takes First for Technical Quality, with Perfect
  Scores in Reliability and Responsiveness for Second Year Running

  *RBC Royal Bank scores highest in brand impact and for overall customer
    experience in user testing conducted with 1,658 Canadian consumers
  *BMO Bank of Montreal repeats as leader in Customer Satisfaction index
    while Scotiabank stays on top in test of speed and reliability
  *Account offerings, website organization, and help during the shopping
    process drive brand outcomes and customer acquisition likelihood
  *Keynote assessed the business effectiveness, customer satisfaction and
    technical quality of leading sites to determine top performers, best
    practices and opportunities

*Share this news via Twitter @Keynote_Mobile

Business Wire

SAN MATEO, Calif. -- January 31, 2013

Keynote® (NASDAQ:KEYN), the global leader in Internet and mobile cloud testing
and monitoring, today announced the results of a new study examining the
business effectiveness of Canadian Banking Websites. In the latest Keynote
study of Canadian banking sites, RBC Royal Bank took first place for Overall
Customer Experience, while Scotiabank took first for Overall Technical
Quality, scoring tops in both Reliability and Responsiveness (Speed). The
entire study is available for immediate purchase. To request more information
please visit:

The study is part of the work performed by Keynote Competitive Research, a
division of Keynote Systems. Winners of Keynote Competitive Research studies
are invited to participate in the company’s Online Excellence Program which
recognizes the "best of the best" websites as ranked in the studies. The
rankings are based on responses from real users, who were observed as they
accomplished tasks on each of the sites studied, as well as real data
collected through Keynote website monitoring to assess the technical quality
of the sites. For each study, Keynote recognizes the companies with the
overall top ranking, as well as those exhibiting excellence in specific

For the ‘Customer Experience’ portion of the study, Keynote observed and
conducted online interviews with more than 1,650 prospective customers (275
per site) as each interacted with the website of one of six leading Canadian
banks: BMO Bank of Montreal, CIBC, President’s Choice Financial, RBC Royal
Bank, Scotiabank and TD Canada Trust.

Keynote Competitive Research produces leading industry research using the
company’s commercially available Web performance monitoring and real user
experience testing products. Keynote regularly evaluates the current state of
online customer experience, technical quality (responsiveness/reliability) and
implementation of best practices on leading websites across a wide variety of
vertical markets including financial services, automotive,
media/entertainment, retail, travel and technology.

For the 2012 Canadian Banking Prospects Study, Canadian consumers not already
using a given bank were asked to visit the bank’s home page and then complete
three tasks. First, they searched the site for information on opening a
chequing or savings account to suit their needs. Next, they started the
process of opening a chequing or savings account, going as far as possible
without actually submitting the application. Finally, they thought of an issue
or question they might have had while visiting the site or during the process
of trying to open an account and then used the site's help features to find
the answer to the issue or question they selected or described.

The study revealed that when tested by actual Canadian consumers RBC Royal
Bank’s website ( offered the strongest overall Customer
Experience, performing best in Brand Impact and scoring second in Customer
Satisfaction. Other key findings include:

  *BMO Bank of Montreal won Customer Satisfaction, while PC Financial was the
    high scorer for Acquisition Impact;
  *Account Offering Interest (the perceived quality and diversity of account
    offerings and resulting interest therein) and Site Organization remain the
    most important aspects of the overall customer experience, predicting
    Brand perceptions and Customer Acquisition;
  *Help and Support, Ease of Opening Account, Visual Appeal, and Site
    Performance are also key drivers for brand and acquisition.

“We found that as actual Canadian consumers visited bank marketing sites, the
attractiveness of the deposit products was the biggest predictor of
acquisition likelihood, but that the help and support offered during the
shopping process was the biggest predictor of brand outcomes. Identifying the
leading drivers of brand outcomes is a significant finding, as it’s hard
enough to get Canadian consumers to switch banks. If the marketing site makes
prospective customers less interested in the bank rather than more, they may
never respond to a direct solicitation, never walk into a branch, never come
back to the site, never take the next steps,” said Chris Musto, general
manager of the Keynote Competitive Research group at Keynote.

More Information about the Technical Quality Rankings in the U.S. Banking
Website Study

In addition to evaluating customer experience with its panel of actual users,
the Keynote study also examined two broad aspects of technical quality:
responsiveness and reliability. Responsiveness comprises: high speed response,
DSL (midband) response, response time consistency, geographic uniformity and
load handling, while reliability is comprised of availability and outages.

For the ‘Technical Quality’ portion of the study, using measurement computers
located in four cities across Canada, Keynote measured a typical transaction
of starting at the bank’s Home Page and going through the process of finding
and applying for a Chequing account, stopping where applicants were asked for
their identity. Based on the thousands of transactions monitored over the
course of the study, Scotiabank ranked first in Overall Technical Quality,
scoring tops in both Responsiveness (or speed), and Reliability, with perfect
scores of 1000 in both.

In order to collect the Technical Quality data Keynote used its Transaction
Perspective® product, the leading real browser-based service for measuring and
monitoring website performance from the end user perspective. With Keynote
Transaction Perspective the company examines website performance from multiple
geographic locations by simulating users clicking through transactions on a
website. Keynote collected approximately 2,000 data points that detailed each
of the sites’ technical performance in terms of page responsiveness and

The study is available for purchase from Keynote and comes with extensive
analysis of brand impact and acquisition impact and the customer experiences
driving sites’ performance in these areas. Clients will receive an executive
presentation, extensive back-up charts and illustrations, and online access to
all clickstreams, verbatims, question responses and panel facts for all
panelists at all sites for all tasks and can download and use this data in
their own research. To inquire about a copy view:

About Keynote

Keynote® (NASDAQ:KEYN) is the global leader in Internet and mobile cloud
testing & monitoring. Keynote maintains the world’s largest on-demand
performance monitoring and testing infrastructure for Web and mobile sites
comprised of over 7,000 measurement computers and mobile devices in over 275
locations around the world that enable companies to continuously improve the
online and mobile experience. Known as ‘The Mobile and Internet Performance
Authority™,’ Keynote offers three market-leading product platforms:

Keynote Perspective® provides on-demand performance monitoring for enterprise
web and mobile sites including online portals, e-commerce sites and B2B sites.
Over 2,000 customers rely on Keynote Perspective services to know precisely
how their websites, content, and applications perform on actual browsers,
networks, and mobile devices.

Keynote DeviceAnywhere® provides the industry's only true cloud-based platform
for testing and monitoring the functionality, usability, performance and
availability of mobile applications and websites. It's suite of mobile testing
solutions is used by over 1,000 mobile developers and enterprises to deliver
quality mobile applications and services to the mobile channel.

Keynote SIGOS® offers active end-to-end Quality of Service (QoS) testing and
monitoring solutions for mobile, fixed and VoIP communications. Its SITE and
Global Roamer products are used by over 200 network operators, content
providers, carriers and regulators in over 100 countries worldwide.

Keynote's 4,000 customers represent top Internet and mobile companies and
include American Express, AT&T, Disney, eBay, E*TRADE, Expedia, Google,
Microsoft, SonyEricsson, T-Mobile and Vodafone. Keynote Systems, Inc., is
headquartered in San Mateo, California and can be reached at or by phone in the U.S. at 1-800-KEYNOTE.

The trademarks or registered trademarks of Keynote Systems, Inc. in the United
States and other countries include Keynote^®, DataPulse^®, Keynote Customer
Experience Rankings^®, Perspective^®, Keynote Red Alert^®, Keynote
WebEffective^®, The Internet Performance Authority^®, MyKeynote^®, SIGOS^®,
SITE^®, keynote^® The Mobile & Internet Performance Authority™, Keynote
FlexUse^®, Keynote DeviceAnywhere^®, Keynote DeviceAnywhere Test Center^®,
Keynote DemoAnywhere^® and Keynote MonitorAnywhere^® All related trademarks,
trade names, logos, characters, design and trade dress are trademarks or
registered trademarks of Keynote Systems, Inc. in the United States and other
countries and may not be used without written permission. All other trademarks
are the property of their respective owners.


Media Contact:
Dan Berkowitz, (650) 403-3305
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