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Tuesday, April 23, 2019
2014 - Canadian Online Banking scorCard Review

For the fourth straight period, RBC Royal Bank has been named the best online banking services in Canada as measured by Surviscor’s Online Banking scorCard, a comprehensive, objective annual assessment of online features and functionality at major Canadian banking institutions. Scotiabank continued to gain ground, narrowly finishing in second place. BMO Bank of Montreal finished in third while past winner TD Canada Trust continues to slip and fell out of the top three for the first time finishing in fourth place. Vancity was the top Canadian Credit Union in the review. The top five firms remained the big five banks for the third straight period. Manulife Bank returned to the 2014 review and placed first in the Mortgage Interest sub-category.

RBC Royal Bank remained the top firm with strong results in the 'Account Services' and 'Account Resources' measurement categories. Scotiabank knocked off TD Canada Trust in two categories with BMO Bank of Montreal and Vancity finishing with one category win a piece.

RESULTS:

OVERALL
RankFirmOut of 100
1RBC Royal Bank75%
2Scotiabank74%
3BMO Bank of Montreal71%
4TD Canada Trust70%
5CIBC60%
T6Desjardins Bank57%
T6Vancity57%
8Coast Capital Savings54%
9National Bank of Canada52%
10PC Financial50%
11ING Direct49%
12Meridian Credit Union48%
13HSBC Bank of Canada44%
14ATB Financial43%
15Laurentian Bank36%
16Manulife Bank29%

Surviscor’s Online Banking scorCard is a comprehensive, impartial audit of online features and functionality at major Canadian banking institutions. This simulated-usage study measures over two thousand objective criteria within multiple service categories that are weighted according to industry-defined importance. The scorCard was powered by CorbinPartners Inc. (www.corbinpartners.com), an established provider of corporate business intelligence, statistical measurement and forensic market research.

CRITERIA/CATEGORIES

The Criteria:
Surviscor reviews all major Canadian online banking firms including schedule I, schedule II and the largest credit unions. The Firms are evaluated for the online features and functionality they posses.

The Main Categories:
1.Getting Started
2.Website Usability
3.Account Services
4.Website Transactions
5.Account Resources
6.Service Rates and Fees

Next Analysis: February/March 2015

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