Sunday, January 19, 2025

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.

Rank	Firm	Score
1	BMO Bank of Montreal	96%
T2	Meridian Credit Union	90%
T2	Steinbach Credit Union	90%
4	Conexus Credit Union	85%
5	Assiniboine Credit Union	79%
6	Manulife Bank of Canada	76%
7	Desjardins	73%
8	RBC Royal Bank	66%
9	TD Canada Trust	64%
10	Coast Capital Savings	61%
11	Vancity	54%
12	PC Financial	50%
13	Envision Credit Union	46%
14	CIBC	45%
15	National Bank of Canada	39%
16	ICICI Bank	38%
17	Alterna Bank	30%
18	Tangerine	25%
T-19	HSBC	23%
T-19	ATB Financial	23%
T-21	Servus Credit Union	14%
T-21	First Calgary Financial	14%
23	Pace Credit Union	10%
24	Laurentian Bank of Canada	8%
25	Canadian Direct Financial - Canadian Western Bank	5%

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

company | services | scorCard™ reviews | contact
Copyright © Surviscor 2025. All Rights Reserved Legal | Privacy