TCF’s goal is to be the most inclusive and convenient bank in every market they serve. TCF offers everyone, including lower and middle-income customers and small to medium-sized business, the most convenient banking services available. The company’s bank locations are open 12 hours a day, seven days a week, 360+ days per year. TCF offers its customers multiple banking channels, including traditional and supermarket branches, ATMs, telephone banking, and Internet banking.
TCF Banks are affiliated with TCF Financial Corporation, a financial holding corporation based in Minnesota that focuses primarily on providing high quality retail banking services to customers throughout the Midwest. With over 395 banking locations in six states, TCF is the 4th largest supermarket banking system in the United States and the 11th largest issuer of Visa debit cards. TCF Financial Corporation also provides equipment, computer, and software leasing services, and includes several business units that specialize in real estate, mortgage, and insurance.
TCF recognized that a powerful Internet banking channel would be vital to the company’s continued growth, however, its corporate website failed to represent TCF as a customer service oriented, successful banking organization. TCF’s website was severely lacking in terms of usability, which undermined the company’s goal of offering convenience across all of its banking channels. In addition to the website’s flawed architecture, the site’s “look and feel” design detracted from TFC’s brand and gave online banking customers the impression that the company was unresponsive and had fallen behind the competition.