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Lloyds TSB tops website test
Dark horse turns out to be 'my little pony'...

By Julian Goldsmith

Published: Monday 15 October 2007

Lloyds TSB has been named top of the list for online customer experience in a new study.

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The Keynote Systems Customer Experience Rankings of UK Banking Prospects study of 1,800 consumers across eight of the leading UK banking sites measured 250 metrics and found Lloyds TSB scored highly on customer satisfaction, acquisition and brand.

It also won three metrics including ease of opening an account and privacy and security.

Co-operative Bank and NatWest also performed well.

Keynote Systems European director of consulting, Malcolm Otter, said: "Often, people who had initially perceived a bank to be extremely approachable and friendly were disappointed when they visited its site. Equally, those brands that from a distance appeared to be overtly corporate or hard-facing often surprised the participants with a well-organised site."