TD Waterhouse and BMO Bank of Montreal Named Top Customer Service Firms in Canada by Surviscor

TORONTO, ON --- January 23, 2013 ---TD Waterhouse and BMO Bank of Montreal have been awarded top honours in Surviscor¡¯s 2012 Customer Email Responsiveness (CER) review. TD Waterhouse won for the third straight year in the competitive online brokerage industry segment with a CER score of 85% and an average response time slightly above 2 hours. BMO Bank of Montreal is the new online banking winner, which includes both banks and credit unions in Canada, with a CER score of 96% and an average response time below 4 hours. The review was conducted between January 1st, 2012 and December 31st, 2012 and analyzes over forty financial services firms¡¯ response times to over 180 ¡®mystery shopper¡¯ emails in the 12-month period.

Surviscor tracks all correspondence with the firms, including the time to respond, the availability of auto-responses and performance of the stated response guidelines, the details of the email dialogue and the validity of the answer provided. ¡ °The top firms in the brokerage industry are providing near immediate responses during business hours¡± said Glenn LaCoste, President of Surviscor. ¡°The same cannot be said in the banking industry where few firms are managing to respond in less than four hours¡± added LaCoste. The brokerage industry¡¯s top five firms respond on average in three and a half hours while banking¡¯s top five is slightly below seven hours.

For further information visit For more detailed results contact Mr. LaCoste at