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 SurviscorÂ¡Â¯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 firmsÂ¡Â¯ response times to over 180 Â¡Â®mystery shopperÂ¡Â¯ 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. Â¡ Â°The top firms in the brokerage industry are providing near immediate responses during business hoursÂ¡Â± said Glenn LaCoste, President of Surviscor. Â¡Â°The same cannot be said in the banking industry where few firms are managing to respond in less than four hoursÂ¡Â± added LaCoste. The brokerage industryÂ¡Â¯s top five firms respond on average in three and a half hours while bankingÂ¡Â¯s top five is slightly below seven hours.
For further information visit www.surviscor.com. For more detailed results contact Mr. LaCoste at firstname.lastname@example.org.