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Wednesday, July 30, 2014
2012 - Online Banking - Customer Email Responsiveness (CER) Review

BMO Bank of Montreal is the top customer service firm in the Canadian online banking industry in 2012. BMO Bank of Montreal, a first time winner, replaces the 2011 winner Desjardins Bank. BMO Bank of Montreal won with a CER score of 96% and an average response time slightly below 4 hours. Surviscor reviews the major Canadian online banking firms and the top Canadian credit unions.

View the 2012 Online Brokerage Results

Surviscor's Customer Email Responsiveness (CER) Program determines an online firm’s ability to efficiently respond to customer, or potential customer emails, that are presented to the firms via public email boxes or public customer contact forms.

RankFirmScore
1BMO Bank of Montreal96%
2Steinbach Credit Union93%
3Meridian Credit Union83%
4Assiniboine Credit Union76%
5Conexus Credit Union75%
6Desjardins Bank74%
7Coast Capital Savings70%
8Vancity68%
9Manulife Bank of Canada66%
10CIBC63%
11PC Financial59%
12RBC Royal Bank57%
13Envision Credit Union46%
14ICICI Bank42%
15National Bank of Canada41%
16Ally39%
17Scotiabank38%
18TD Canada Trust28%
19ATB Financial26%
20ING Direct21%
21Pace Credit Union18%
T-22Servus Credit Union14%
T-22Alterna Bank14%
24First Calgary Financial11%
25HSBC Bank of Canada8%
26Canadian Direct Financial - Canadian Western Bank5%
27Laurentian Bank of Canada3%

Surviscor's Response Standards have been developed based upon the total response times. The Surviscor Response Standards are:

  1. Platinum - Less than 4 hours
  2. Gold - 4 to 8 hours
  3. Silver - 8 to 12 hours
  4. Bronze - 12 to 16 hours

Only two firms attained the Platinum Response Standard (BMO Bank of Montreal and Steinbach Credit Union) while an additional nine firms attained at least one of the remaining Response Standards. The concerning statistic is that near 60% of the online banking firms do not meet any of the 'very attainable' Response Standards. The notable firms were ING Direct, National Bank of Canada, Scotiabank, TD Canada Trust, HSBC Bank of Canada and Laurentian Bank of Canada. The other firms that did not meet any of the Response Standards were PC Financial, ICICI Bank, Envision Credit Union, Ally, ATB Financial, Pace Credit Union, Servus Credit Union, Alterna Bank, First Calgary Savings and Canadian Direct Financial.

THE PROCESS

The CER Program delivers the emails, or contact form requests, to all firms within minutes of each other. Surviscor captures the following information for each email record:

  1. All text wording transmitted between 'mystery shopper' and industry firm
  2. Date and Time of the email 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: 2013 Year In Review - January 2014

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