BMO Bank of Montreal and Qtrade Investor are the Top Firms for Customer Service in Canada
TORONTO, ON --- February 22, 2016 --- BMO Bank of Montreal and Qtrade Investor provide the best customer service experience amongst Canadian banking and self-direct brokerage firms, according to a yearlong study conducted in 2015 by Toronto-based research and business intelligence firm Surviscor.
"The self-direct brokerage industry had a disappointing year after many strong years of impressive average response times while the banking industry continues to disappoint despite some key individual improvements." said Glenn LaCoste, President and CEO of the Surviscor Group of Companies. "We acknowledge the growth of available public contact choices including live chat and social media. Given the fact that not one of over forty firms averaged a sub-five minute response time, our concern is that Canadian financial services firms are more concerned about providing progressive options than actually responding to existing or potential customer enquiries." added LaCoste.
The Service Level Assessment (SLA) program, now in its 11th year, analyzed 170 'mystery shopper' service enquiries, per firm, sent between January 1st, 2015 and December 31st, 2015 to over forty Canadian digital banking and self-direct brokerage firms. Surviscor calculates a monthly peer-based Service Level Index using the average response time to service enquiries for each firm while tracking every detail of the correspondence during the calendar year.
The complete rankings can be found at www.surviscor.com. For further information regarding the results, including reporting, the ongoing SLA program and accessing the data, contact Surviscor at firstname.lastname@example.org.