2013 - Canadian Mobile Banking scorCard Review
National Bank of Canada provides the best overall mobile banking services in Canada as determined in the second annual Surviscor Canadian Mobile Banking scorCard, a comprehensive, objective annual assessment of mobile features and functionality at major Canadian banking institutions. CIBC dropped to second place while RBC Royal Bank advanced to third to round out the top 3.
The 2013 Mobile Banking scorCard was comprised of near 1500 criteria points, up over 10% from 2012. The criteria is spread out over 4 main categories and includes 19 sub-categories. The comprehensive review looks at the features and functionality of retail consumer choices, including Apple, Android and Blackberry smartphones and tablets.
National Bank secured first place in the study without a leading device-specific ranking, but was a strong performer in all criteria categories, including a top ranking for both Application Design and Mobile Transactions. CIBC was the leader in tablet-based mobile services while RBC Royal Bank led the way with iPhone and Android phone-based services. Scotiabank scored highest for BlackBerry phone-based mobile services.
RESULTS:
Surviscor’s Online Banking scorCard is a comprehensive, impartial audit of mobile features and functionality at major Canadian banking institutions. This simulated-usage study measures over one thousand objective criteria within multiple service categories that are weighted according to industry-defined importance. The scorCard was powered by CorbinPartners Inc., a leading business intelligence provider and gold-seal member of the Marketing Research and Intelligence Association (MRIA).
CRITERIA/CATEGORIES
The Criteria:
Surviscor reviews the top 6 major banks in Canada. The Firms are evaluated for the mobile features and functionality they posses.
| The Main Categories: |
| 1. | Getting Connected
The Getting Connected category explores the general features and functionality available to the mobile user.
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| 2. | Application Design
The Application Design category explores the general mobile experience of the user and the ability of the firm to provide an easy to use application.
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| 3. | Customer Support
The Customer Support category explores the various support areas available to a customer including account information along with help, educational resoucres and supporting account tools.
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| 4. | Mobile Transactions
The Mobile Transactions category focuses on the core transactional features, functionality and capabilities on various mobile devices.
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Next Analysis: November 2014