Service reputation is the cornerstone of any consumer and business relationship and can be measured in several ways. Surviscor has been analyzing customer service experience since 2006 to hold firms accountable, compiling in excess of 100,000 service interactions across 45 plus firms. The review was expanded for the 2020 results to incorporate service interaction capabilities at all firms, both inside and outside the customer login process and across all digital devices.
|2023 Rank||Online Broker||Peer Score||Response Time*||Firm Review|
|1||Qtrade Direct Investing||91 %||5 hours||See Analysis|
|2||CG Direct||89 %||5 hours||See Analysis|
|3||Questrade||76 %||13 hours||See Analysis|
|4||Interactive Brokers||73 %||11 hours||See Analysis|
|5||RBC Direct Investing||61 %||14 hours||See Analysis|
|6||Wealthsimple Trade||48 %||18 hours||See Analysis|
|7||TD Direct Investing||45 %||18 hours||See Analysis|
|8||Laurentian Bank Discount Brokerage||40 %||22 hours||See Analysis|
|9||CI Direct Trading||36 %||26 hours||See Analysis|
|10||Desjardins Online Brokerage||20 %||38 hours||See Analysis|
|11||Scotia iTRADE||14 %||54 hours||See Analysis|
|12||HSBC InvestDirect||13 %||54 hours||See Analysis|
|13||BMO InvestorLine||10 %||41 hours||See Analysis|
|14||CIBC Investor's Edge||7 %||92 hours||See Analysis|
|15||National Bank Direct Brokerage||5 %||115 hours||See Analysis|
* Response Times are based on 147 service interactions per firm over the 2022 calendar year
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