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Tuesday, April 23, 2019
2014 - Online Banking - Service Level Index Review

BMO Bank of Montreal is once again the top ranked customer service firm in the Canadian online banking industry. BMO Bank of Montreal won with a Service Level Index of 96%, the highest of any financial servcies firm in Canada. Meridian Credit Union was once again the top ranked Canadian credit union. Surviscor reviews the major Canadian online banking firms and the top Canadian credit unions.

View the 2014 Online Brokerage Results

Surviscor's Service Level Assessment Program, formerly known as the Customer Email Responsiveness (CER) Program, determines an online firm’s ability to efficiently respond to customer, or potential customer enquiries via the public customer contact forms and available email addresses. The assessment reviewed 178 service records and produced a Service Level Index per correspondence based on the hours to respond in relation to the industry peer group.

RankFirmScore
1BMO Bank of Montreal96%
T2Meridian Credit Union90%
T2Steinbach Credit Union90%
4Conexus Credit Union85%
5Assiniboine Credit Union79%
6Manulife Bank of Canada76%
7Desjardins73%
8RBC Royal Bank66%
9TD Canada Trust64%
10Coast Capital Savings61%
11Vancity54%
12PC Financial50%
13Envision Credit Union46%
14CIBC45%
15National Bank of Canada39%
16ICICI Bank38%
17Alterna Bank30%
18Tangerine25%
T-19HSBC23%
T-19ATB Financial23%
T-21Servus Credit Union14%
T-21First Calgary Financial14%
23Pace Credit Union10%
24Laurentian Bank of Canada8%
25Canadian Direct Financial - Canadian Western Bank5%

Surviscor's Response Standards have been developed based upon the total response times. The Surviscor Response Standards are:

  1. Platinum - Less than 2 hours
  2. Gold - 2 to 4 hours
  3. Silver - 4 to 8 hours
  4. Bronze - 8 to 12 hours

Despite some strong index scores, no bank firm attained either a Platinum or Gold Response Standard. BMO Bank of Montreal, Meridian Credit Union and Steinbach Credit Union were awarded the Silver standard with Conexus Credit Union and Assiniboine Credit Union attaining the Bronze standard.

THE PROCESS

The SLA Program delivers the customer service enquiries to all firms within minutes of each other. Surviscor captures the following information for each correspondence:

  1. All text wording transmitted between 'mystery shopper' and industry firm
  2. Date and Time of the transmission - Consistent for all firms
  3. Date and Time of the actual response to the question
  4. Accuracy of the actual response
  5. Date and Time of a firm's Auto-Response - If used
  6. Did the firm meet its Response Guideline - The stated guarantee of time to respond

Next Analysis: 2015 Year In Review - January 2016

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