2012 - Canadian Online Banking scorCard Review
For the third straight year RBC Royal Bank has ranked 1st in Surviscor’s Online Banking scorCard, a comprehensive, objective annual assessment of online features and functionality at major Canadian banking institutions. TD Canada Trust, a previous two-time winner, again placed second. Last year’s third place finisher, BMO Bank of Montreal, has been bumped by Scotiabank which jumped from fifth place. The top five firms remained the big five banks for the second straight year. Surviscor removed Manulife Bank from the 2012 review. The 2012 review indicated some slight improvement in the Surviscor Customer Email Responsiveness (CER) rating as measured by Surviscor's CER Program. BMO Bank of Montreal is the first firm in two reviews to attained Surviscor's Platinum status of under 4 hours average response time. The CER rating was conducted over 181 emails between October 2011 and September 2012.”
Scotiabank was the most improved firm, moving from the 5th spot in 2011 to a solid third ranking right behind TD Canada Trust. Scotiabank introduced site design chnages in the past year and is considered the number one Mobile Banking firm in Canada in the recent inaugural 2012 Mobile Banking scorCard released in November 2012. RBC Royal Bank remained the top firm in the 'Customer Support' measurement category. TD Canada Trust attained two category honours in the ‘Getting Started’ and ‘Website Design’ categories. Coast Capital Savings retained its honour in the ‘Service Rates and Fees’ category for the fourth consecutive year. Scotiabank rounded out the honours capturing the 'Website Transactions' category.
RESULTS:
The 2012 scorCard had a 7% increase in questions in which most firms' scores increase from 2011. The relationship indicates that the industry continues to expand its features and functionality with many firms continuing to expand along with the industry growth rates. Desjardins introduced a new Budgeting module to compete with RBC Royal Bank and BMO Bank of Montreal. The products allows users to monitor usage versus budgets down to individual transactional detail along with charts and tables for visual effect.
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., 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. It conducts service, brand and customer experience audits in many retail areas, and has Canada’s leading specialty practice in research support for risk analysis, regulatory matters, and litigation.
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
The Getting Started category explores the public site for features and functionality available to both the customer and non-customer.
|
| 2. | Website Design
The Website Design category explores the general online experience of the user and the ability of the firm to provide an easy to use site. It also includes availability of handicap features and functionality.
|
| 3. | Customer Support
The Customer Support category explores the various customer touch points offered to contact the firm and assist in the opening and day-to-day operations of the main bank account and any other related online servcies .
|
| 4. | Website Transactions
The Website Transactions focuses on the core transactional features, functionality and capabilities of the online banking service.
|
| 5. | Service Rates and Fees
The Service Rates and Fees category analyzes the cost of having various online bank accounts based on the activity for an average client account.
|
Next Analysis: November 2013