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Thursday, July 18, 2019
2013 - Public Website scorCard - Canadian Online Banking

TD Canada Trust retains title as the most informative and easy to use public website among the leading online banking institutions in Canada, according to the 2013 Public Website scorCard. BMO Bank of Montreal jumped two spots to move into second while RBC Royal Bank and CIBC followed and remained in the top-five. Vancity rounded out the study's overall top-five, leading all credit unions assessed.

This year's review introduced an expansion to 27 firms to include all Canadian online banking firms that are part of the Surviscor CER Program which analyses email responsiveness across both the banking and brokerage industries. The study also expanded its assessment of social media networks that complement public website services, and found notable disparity in terms of bank responsiveness.

RESULTS:

OVERALL
RankFirmOut of 100
1TD Canada Trust80.2%
2BMO Bank of Montreal79.7%
3RBC Royal Bank78.2%
4CIBC70.4%
5Vancity68.3%
6Conexus Credit Union68.1%
7Desjardins Bank66.4%
8National Bank of Canada64.6%
9Scotiabank55.4%
10Coast Capital Savings55.1%
11PC Financial54.6%
12ING DIRECT54.3%
13HSBC Bank of Canada51.3%
14First Calgary Financial45.5%
15Envision Financial45.1%
16Ally44.2%
17ATB Financial44.0%
18Meridian Credit Union40.8%
19Canadian Direct Financial34.0%
20Servus Credit Union32.5%
20Assiniboine Credit Union32.5%
22Steinbach Credit Union32.4%
23Alterna Bank28.9%
24Manulife Bank24.6%
25ICICI Bank23.6%
26Laurentian Bank18.8%
27PACE Credit Union16.8%

Surviscor’s Public Website scorCard is a simulated-usage study that measures close to one thousand objective criteria within multiple service categories, each weighted according to indutsry-defined importance. The review was conducted between April and May 2013 and incorporates online banking services available to a customer during that time period. Surviscor also conducted a complimentary study, the Canadian Online Banking scorCard, on the secure websites of most of these Canadian financial institutions.

The design, analysis and execution of the scorCard was powered by CorbinPartners Inc., a leading business intelligence provider and gold-seal member of the Marketing Research and Intelligence Association (MRIA). CorbinPartners Inc (www.corbinpartners.com) is an established provider of corporate business intelligence, statistical measurement and forensic market research.

CRITERIA/CATEGORIES

The Criteria:
Surviscor reviews the major Canadian online banking firms including schedule I, schedule II and the largest credit unions. The Public Website scorCard explores the public (pre-login) website for information and features available to both the exisiting and prospective customer.

The Main Categories:
1.Applying for a Bank Account
2.Enrolment for Online Banking
3.Representative Interaction
4.Presentation and Functionality
5.Online Resources

Next Analysis: May 2014

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