Canadian Online Banking Analysis
Surviscor introduced the Canadian Online Banking scorCard™ in January 2009. The Online Banking scorCard™ measures both service components and the online features and functionality of both the visitor and secure online banking websites to generate competitive rankings. All firms must have both a public, non-secure online site as well as a transactional, secure client site.
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 3800 objective criteria questions within 400+ main criteria divided into 38 sub-categories that are weighted according to industry-defined importance.
The number of main categories were expanded to eight in 2016 with the addition of a standalone Service category and an overview of the Surviscor Mobile Banking Review. The Rates and Fees category was expanded and several sub-categories were adjusted and repositioned to better align the analysis with the needs of the consumers.
The main categories reviewed are:
- Getting Started - The Public Site Introduction
- Service Level Assessment
- Mobile Accessibility
- Website Usability
- Account Support
- Website Transactions
- Website Resources
- Rates and Fees
The scheduled release of the next scorCard™ is:
- April/May 2017
Scotiabank provides the best overall online banking customer experience in Canada according to Surviscor's 2017 Online Banking scorCard Review. The top overall ranking is virtually a tie between Scotiabank and RBC Royal Bank with the nod going to Scotiabank due to its excellence in a few key areas. CIBC moved into the third spot while Desjardins came in above the other big banks in the review. Coast Capital Savings scored the highest amongst Canadian credit unions.Â
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|2||RBC Royal Bank||85.8%|
|6||BMO Bank of Montreal||73.5%|
|7||TD Canada Trust||73.4%|
|8||National Bank of Canada||69.7%|
|10||Coast Capital Savings||62.3%|
|11||Meridian Credit Union||61.6%|
|13||Conexus Credit Union||58.2%|
|19||Laurentian Bank of Canada||35.1%|