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Online Banking Review

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:

  • Initial Experience
  • Service Experience
  • Mobile Experience
  • User Experience
  • Account Experience
  • Transactional Experience
  • Relationship Resources
  • Rates and Fees

The scheduled release of the next scorCard™ is:

  • June/July 2019

RBC Royal Bank is the undisputed 2018 leader in online banking customer experience breaking the 2017 tie with Scotiabank. Past winner CIBC remains in 3rd while BMO Bank of Montreal moves into the top 5 placing 4th.Conexus Credit Union scored the highest amongst Canadian credit unions.

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RESULTS:

1 RBC Royal Bank 91%
2 Scotiabank 87%
3 CIBC 81%
4 BMO Bank of Montreal 76%
5 Desjardins 74%
6 TD Canada Trust 73%
7 Tangerine 70%
8 National Bank of Canada 69%
9 Conexus Credit Union 65%
10 Simplii Financial 63%
11 Coast Capital Savings 62%
12 Meridian Credit Union 60%
13 ATB Financial 59%
14 HSBC 56%
15 Motive Financial 56%
16 Alterna Savings 55%
17 BlueShore Financial 55%
18 Vancity 53%
19 Alterna Bank 52%
20 EQ Bank 44%
21 Manulife Bank of Canada 36%
22 Laurentian Bank of Canada 36%



Current Rank 1
Overall Score (%) 99
Current Service Rating (%) 85
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Current Rank 3
Overall Score (%) 71
Current Service Rating (%) 85
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