According to a study InternetVista, a company specializing in application monitoring Internet sites of Belgian e-banking have an excellent level of reliability for the consumer. However, banks should further improve their communication with users when a failure occurs. Today, e-banking is entered in the daily lives of millions of Belgians who have left the window agency for the benefit of their computer screen to do their banking. But how reliable is these new services that the customer should ideally be able to see 24 hours 24?
To find out, InternetVista monitored during one month (from May 5 to June 5) applications of e-banking offered by fifteen Belgian banks to their customers. Every minute, a robot has visited each of the sites audited to check their availability and to detect possible failures or malfunctions.
Good performance, poor communication - conclusion: the best result was recorded at Fortis including e-banking displays an availability rate of 100%. Behind You can find particular Rabobank Keytrade, ING, Binck Bank, Delta Lloyd, Argenta and Deutsche Bank with a rate of 99.9%. On the other hand, has noticed some weaknesses InternetVista Axa (5 hours of downtime combined), the Banque de la Poste (3:00), Credit Agricole and Dexia (2 hours each) during the study period.
"Despite some shortcomings sometimes, applications of e-banking as we watched show overall good performance," said Cédric Braem, Managing Director of InternetVista. However, we found that the Belgian banks would greatly improve communication in case of failure: the user encountered a frustrating error message like "Error 503" or "internal server error" that only insiders can interpret. In this regard, the KBC is the only bank that takes special care by providing an error message understood by any client. "
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