2012 - Canadian Mobile Banking scorCard Review
CIBC is the top firm in the inaugural Surviscor Canadian Mobile Banking scorCard, a comprehensive, objective annual assessment of mobile features and functionality at major Canadian banking institutions. Scotiabank finsihed a close second while National Bank of Canada rounded out the top 3. TD Canada Trust, RBC Royal Bank and BMO Bank of Montreal finished 4th, 5th annd 6th respectively.
National Bank of Canada received two category honours winning the `Application Design` and `Mobile Transactions categories. RBC Royal Bank won the `Getting Connected` category and Scotiabank won the `Customer Support`category. CIBC, despite its top ranking, failed to win an individual category; however, CIBC was the top firm in both the iPhone and iPad device categories.
The Mobile Banking scorCard is comprised of near 1300 criteria points over 4 main categories and 19 sub-categories. The comprehensive review looks at the features and functionality using 6 different mobile devices, inclduing smartphones and tablets.
RESULTS:
Surviscor’s Online Banking scorCard is a comprehensive, impartial audit of mobile features and functionality at major Canadian banking institutions. This simulated-usage study measures over one 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 the top 6 major banks in Canada. The Firms are evaluated for the mobile features and functionality they posses.
| The Main Categories: |
| 1. | Getting Connected
The Getting Connected category explores the general features and functionality available to the mobile user.
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| 2. | Application Design
The Application Design category explores the general mobile experience of the user and the ability of the firm to provide an easy to use application.
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| 3. | Customer Support
The Customer Support category explores the various support areas available to a customer including account information along with help, educational resoucres and supporting account tools.
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| 4. | Mobile Transactions
The Mobile Transactions category focuses on the core transactional features, functionality and capabilities on various mobile devices.
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Next Analysis: October 2013