Huntington National Bank 2003 Annual Report Download - page 16

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“I’ve been banking online with Huntington for some time now, and I must say that this is
the best experience I’ve ever had with a bank.”
That statement from Huntington customer Jim Nelson is typical of the positive feedback
the bank receives on its award-winning Web site. Jim’s comment, however, is particularly
gratifying in view of his professional background. He is Assistant Professor of Information
Systems in the Fisher College of Business at The Ohio State University.
What does he find so appealing about Huntington’s Web site? “The features are great,
usability is fantastic, and when I have a problem, Huntington’s customer service people are
available and very helpful,” Jim states.
“Compliments from people like Jim really help to validate the work we’ve done to put
our online banking ahead of competitors,” says Huntington Vice President and Product
Group Manager Ellen Johnson. “We are continuously updating our site, and we have
technology people with cutting-edge expertise. This allows us to be pretty innovative.”
Jim appreciates “all the cool things the Web site can do, like giving you instant access to
check images.” Huntington was the first bank in its markets to offer visual check images online.
In addition to checking, Jim has a mortgage and a home equity credit line with
Huntington. By far his favorite online feature is Huntington Bill Pay.
“One of the things I dreaded most every month,” he says, “was sitting down and writing
a bunch of checks, making sure that the stuff was in the envelope correctly and that everything
was addressed and stamped. That was a real bother. With Huntington’s system, all I have to
do is enter the payment once. As it comes up each month, I just have to enter how much I
need to pay, and when. Everything else is automatic. It’s a huge time-saver. We now write
only a couple of ‘real’ checks each month.”
“Industry assessments of our site have been as positive as customer comments,”
Ellen reports. In 2003, an international research firm that evaluates online banks ranked
Huntington No. 5 in the country. Our active online customer base has grown to 164,000
customers, and we now have 42,000 customers using our bill pay services.
Jim Nelson: judging a Web site with
uncommon insight.