Customer survey: Banks getting online operations right

Consumers gave online banking high marks in a recent survey conducted by ForeSee Results using the American Customer Satisfaction Index. Online banking garnered a score of 82 out of 100, an increase of 12 percent when compared with a score of 73 in 2003.

Banks have been disappointing customers many ways lately -- tightening mortgage lending standards, paring back home-equity and credit card lines and lowering savings interest rates -- but they're receiving higher marks for at least one thing: their Web sites.

Customer satisfaction with online banking sites has risen significantly over the past five years, according to a survey released Tuesday by ForeSee Results. ForeSee's survey uses the University of Michigan's American Customer Satisfaction Index, and this year, the index registered a score of 82 out of 100 for online banking, up 12 percent, or 9 points, from a score of 73 in 2003.

The reading of 82 was higher than customers gave banks overall -- 78 in 2007 -- suggesting they are more pleased with banks' online operations than with branches and call centers. The score is also strong compared to other arenas: Online retailers, the highest-scoring category measured by the ACSI, recently scored 83.

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