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.
Surviscor's Response Standards have been developed based upon the total response times. The Surviscor Response Standards are:
- Platinum - Less than 4 hours
- Gold - 4 to 8 hours
- Silver - 8 to 12 hours
- 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 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:
- All text wording transmitted between 'mystery shopper' and industry firm
- Date and Time of the email transmission - Consistent for all firms
- Date and Time of the actual response to the question
- Accuracy of the actual response
- Date and Time of a firm's Auto-Response - If used
- Did the firm meet its Response Guideline - The stated guarantee of time to respond
Next Analysis: 2013 Year In Review - January 2014