I’ve had a consumer account at Everbank since shortly after it launched in 1998. And I’ve continued to be a fan, both of the bank, and of its co-founder and product-guru Rob Foregger’s subsequent work at Personal Capital and others. But I hadn’t realized that Everbank excelled on the small biz side.
Change Sciences, which quantifies and compares bank user experience in various verticals, ranked Everbank #1 in its just-published report (subscription) on online sales of small-business banking services.
As you can see from the methodology below, Change Sciences is looking at the discovery and sales process for small biz banking, not the actual online banking experience itself.
Everbank took first by a solid 3-point margin over runner-up BB&T. Most of the big banks were bunched just below BB&T. PNC Bank and US Bank were just a point lower and BofA was just two points lower. SunTrust and Wells also finished four points under BB&T.
Everbank offers an extensive menu of business benefits via mouseover dropdown menu (6 Aug 2012)
Note: Change Sciences methodology (from its website)
Each site is evaluated (via desktop browser) against a series of criteria by a Change Sciences analyst. The analyst reviews pages and screens that are part of a critical user task. As the tasks are evaluated, the analyst does three things:
• Looks for predefined user-experience characteristics and features.
• Evaluates the page for ease of use or usability, and applies heuristics accordingly.
• Looks for unexpected enhancements, which we call pleasant surprises.
• Getting a first impression
• Learning about the bank’s approach to its small-business customers
• Finding out about checking and lending products
• Learning about online banking
• Getting to apply options