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Service Level Review

Service Level Assessment Analysis

Surviscor's Service Level Assessment 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 proprietary Service Level Index - SLI gauges how well industry firms are responding to customer or potential customer enquiries and monitors and benchmarks the peer performance within the industry.

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 adapted its Response Standards in early 2019 to adjust to the current trends. The standards represent levels of response times and have been adjusted 'upwards' in 2019 as response times are trending upwards. The Surviscor Response Standards are:

  1. Platinum - Less than 6 hours
  2. Gold - 6 to 12 hours
  3. Silver - 12 to 18 hours
  4. Bronze - 18 to 24 hours

Qtrade Investor is once again the leader in customer service amongst Canadian self-directed brokerage firms, as measured by the 2018 Surviscor Service Level Assessment review. The review, now in its 14th year, analyzed 154 service interactions per firm and over 2,200 industry enquiries in 2018.

1 Qtrade Investor 84%
2 RBC Direct Investing 82%
3 Questrade 68%
4 Interactive Brokers 62%
5 Desjardins Online Brokerage 52%
6 TD Direct Investing 50%
7 Scotia iTRADE 38%
8 CIBC Investor's Edge 30%
9 Jitney Trade 24%
10 National Bank Direct Brokerage 20%
11 BMO InvestorLine 16%
12 HSBC InvestDirect 12%
13 Virtual Brokers 8%
14 Laurentian Bank Discount Brokerage 4%

Assiniboine Credit Union is the the leader in customer service amongst Canadian banking firms, as measured by the 2018 Surviscor Service Level Assessment review. The review, now in its 14th year, analyzed 156 service interactions per firm and over 4,500 industry enquiries in 2018. Credit unions and independents stole the show without a major bank hitting the list until 12th place.

1 Assiniboine Credit Union 93%
2 Coast Capital Savings 86%
3 Servus Credit Union 84%
4 Affinity Credit Union 84%
5 Alterna Savings 76%
6 Conexus Credit Union 75%
7 Meridian Credit Union 75%
8 HSBC 71%
9 First Calgary Financial 65%
10 Vancity 63%
11 ICICI Bank 54%
12 BlueShore Financial 54%
13 Envision Financial 53%
14 Meridian Credit Union 51%
15 National Bank of Canada 51%
16 RBC Royal Bank 44%
17 Alterna Bank 41%
18 ATB Financial 40%
19 Steinbach Credit Union 31%
20 BMO Bank of Montreal 28%
21 EQ Bank 26%
22 Manulife Bank of Canada 21%
23 Pace Credit Union 21%
24 Laurentian Bank of Canada 16%
25 TD Canada Trust 16%
26 Tangerine 13%
27 Desjardins 10%



Current Rank 1
Overall Score (%) 99
Current Service Rating (%) 85
Overview:
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Current Rank 3
Overall Score (%) 71
Current Service Rating (%) 85
Overview:
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Latest Ranking Report:
This is where the latest ranking report would appear. Testing for space...

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