Contact us now: Phone: +3556969696

Service Level Review

Service Level Assessment Analysis

Surviscor's Service Level Assessment Program, formerly known as the Customer Email Responsiveness (CER) Program, determines a firm's ability to efficiently respond to customer, or potential customer enquiries via the public customer contact forms, social media sites and available email addresses.

Surviscor has a proprietary rating index, now called the Service Level Index - SLI, to gauge how well firms are responding to customer, or potential customer enquiries. The SLI determine the firm's ability to efficiently respond to anonymous service questions.

Who Needs To Know:

  1. Call centre management;
  2. Marketing Managers - How are prospective clients being handled?;
  3. Business Leaders - Likely the same experience internally with real clients;
  4. The Customer Service Representatives.

The SLA Program delivers the customer service enquiries to all firms within minutes of each other. Surviscor captures the following information for each correspondence:

  1. All text wording transmitted between 'mystery shopper' and industry firm
  2. Date and Time of the transmission - Consistent for all firms
  3. Date and Time of the actual response to the question
  4. Accuracy of the actual response
  5. Date and Time of a firm's Auto-Response - If used
  6. Did the firm meet its Response Guideline - The stated guarantee of time to respond

Surviscor's 2015 Response Standards have been developed based upon the average response times. The Surviscor Response Standards are:

  1. Platinum - Less than 2 hours
  2. Gold - 2 to 4 hours
  3. Silver - 4 to 8 hours
  4. Bronze - 8 to 12 hours

For the third consecutive year, Qtrade Investor is the leader in customer service amongst Canadian self-directed brokerage firms, as measured by the 2017 Surviscor Service Level Assessment review. The review, now in its 13th year, analyzed 170 'mystery shopper' service enquiries per firm and over 2,500 industry enquiries in 2017. RBC Direct Investing, Desjardins Online Brokerage and Credential Direct rounded up the top three.

CLICK on any firm to view its overall Review page

RESULTS:

1 Qtrade Investor 96%
2 RBC Direct Investing 86%
3 Desjardins Online Brokerage 74%
4 Scotia iTRADE 66%
5 Interactive Brokers 54%
6 Questrade 36%
7 HSBC InvestDirect 28%
8 Jitney Trade 28%
9 National Bank Direct Brokerage 28%
10 TD Direct Investing 20%
11 CIBC Investor's Edge 16%
12 BMO InvestorLine 12%
13 Virtual Brokers 8%
14 Laurentian Bank Discount Brokerage 4%

For the first time in 13 years, the list of the top 5 best customer service experience amongst Canadian banking and credit union firms does not include a major bank.Affinity Credit Union, a Saskatchewan-based firm, finished as the number one firm for customer experience in 2017 by attaining the best Service Level Index score and response time, as measured by the 2017 Surviscor Service Level Assessment review. Fellow credit unions Steinbach Credit Union and Assiniboine Credit Union, both located in Manitoba, rounded up the top three. The review, now in its 13th year, analyzed 170 'mystery shopper' service enquiries per firm and over 4,900 industry enquiries in 2017.

CLICK on any firm to view its overall Review page

RESULTS:

1 Affinity Credit Union 95%
2 Steinbach Credit Union 90%
3 Assiniboine Credit Union 88%
4 BlueShore Financial 76%
5 ATB Financial 74%
6 Servus Credit Union 68%
7 National Bank of Canada 65%
8 Conexus Credit Union 64%
9 Alterna Savings 61%
10 TD Canada Trust 58%
11 RBC Royal Bank 53%
12 Meridian Credit Union 53%
13 Envision Financial 53%
14 Coast Capital Savings 48%
15 ICICI Bank 39%
16 BMO Bank of Montreal 38%
17 Simplii Financial 38%
18 Vancity 36%
19 Desjardins 28%
20 Alterna Bank 28%
21 CIBC 24%
22 Laurentian Bank of Canada 19%
23 Manulife Bank of Canada 16%
24 HSBC 16%
25 First Calgary Financial 14%
26 Pace Credit Union 10%
27 Tangerine 8%
28 Motive Financial 5%



Current Rank 1
Overall Score (%) 99
Current Service Rating (%) 85
Overview:
This is where the overview would appear. Testing for space...
Latest Ranking Report:
This is where the latest ranking report would appear. Testing for space...

View Company Page



Current Rank 3
Overall Score (%) 71
Current Service Rating (%) 85
Overview:
This is where the overview would appear. Testing for space...
Latest Ranking Report:
This is where the latest ranking report would appear. Testing for space...

View Company Page