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Service Level Review

Service Level Assessment Analysis

Surviscor's Service Level Assessment Program, formerly known as the Customer Email Responsiveness (CER) Program, determines a firm's ability to efficiently respond to customer, or potential customer enquiries via the public customer contact forms, social media sites and available email addresses.

Surviscor has a proprietary rating index, now called the Service Level Index - SLI, to gauge how well firms are responding to customer, or potential customer enquiries. The SLI determine the firm's ability to efficiently respond to anonymous service questions.

Who Needs To Know:

  1. Call centre management;
  2. Marketing Managers - How are prospective clients being handled?;
  3. Business Leaders - Likely the same experience internally with real clients;
  4. The Customer Service Representatives.

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

Surviscor's 2015 Response Standards have been developed based upon the average 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

Qtrade Investor and Desjardins Online Brokerage are the 2015 leaders in customer service amongst Canadian self-direct brokerage firms. 2015 was not a banner year for self-direct brokerage firms as the industry response average is on the rise. Qtrade Investor has the best Service Level Index (SLI) while Desjardins Online Brokerage proved to be the quickest responder in the industry over the 170 service records. Surviscor reviews the majority of Canadian Self-Direct Brokerage firms.

RESULTS:

1 Qtrade Investor 88%
2 Desjardins Online Brokerage 86%
3 Scotia iTRADE 74%
4 Credential Direct 66%
5 HSBC InvestDirect 64%
6 BMO InvestorLine 44%
7 Virtual Brokers 44%
8 Laurentian Bank Discount Brokerage 38%
9 TD Direct Investing 34%
10 National Bank Direct Brokerage 32%
11 CIBC Investor's Edge 16%
12 Jitney Trade 16%
13 Questrade 16%
14 RBC Direct Investing 10%

No firms attained either a PLATINUM or GOLD standard in 2015

BMO Bank of Montreal is the top ranked customer service firm in the Canadian banking industry for the third straight year. BMO Bank of Montreal recorded a Service Level Index of 95% which is down slightly from 2014. The closest competitor, TD Canada Trust, posted a Service Level Index score of 88% over the 169 service records recorded in 2015.

RESULTS:

1 BMO Bank of Montreal 95%
2 TD Canada Trust 88%
3 Meridian Credit Union 86%
4 Manulife Bank of Canada 80%
5 Steinbach Credit Union 79%
6 RBC Royal Bank 78%
7 Desjardins 76%
8 Conexus Credit Union 74%
9 Assiniboine Credit Union 70%
10 CIBC 63%
11 PC Financial 58%
12 Alterna Financial Group 47%
13 BlueShore Financial 43%
14 Envision Financial 42%
15 Tangerine 42%
16 Pace Credit Union 41%
17 National Bank of Canada 41%
18 Vancity 38%
19 ICICI Bank 37%
20 Coast Capital Savings 34%
21 HSBC 20%
22 ATB Financial 16%
23 First Calgary Financial 13%
24 Laurentian Bank of Canada 11%
25 Canadian Direct Financial 8%
26 Servus Credit Union 5%

Despite some strong index scores, no bank firm attained either a Platinum or Gold Response Standard. The top two firms responded in just under 7 hours.



Current Rank 1
Overall Score (%) 99
Current Service Rating (%) 85
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Current Rank 3
Overall Score (%) 71
Current Service Rating (%) 85
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