Canadian Brokerage Service Levels
Surviscor Canadian Online Brokerage Service Review
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.
What we Measure and The Deep Dive that Differentiates.
Service Level Review - Experience Categories
The Service Level Review collected over 160 service interactions per firm initiated through Canadian self-directed brokerage firm’s chosen public-facing interaction facility to determine the best, and the worst, self-directed brokerage firms. The review is based on Surviscor's ongoing Service Level Assessment program.
Monthly Service Standards
The sub-category audits the monthly average response time (ART), classifying each firm into one of the the following standards: Platinum, Gold, Silver and Bronze. Firms not classified are considered inadequate and require improvement.
Monthly Service Level Index (SLI)
Monthly Average Response Time (ART)
Daily SLI - ART
Our Latest Service Level Results
| Service Rank | Firm Name | Service Level Index | Average Response Time | Financial Services Rank |
|---|---|---|---|---|
| 1 | Qtrade Investor | 98 % | < 3 Hours | Best of 45 Firms |
| 2 | Questrade | 90 % | < 4 Hours | 2nd |
| 3 | RBC Direct Investing | 79% | > 16 Hours | 5th |
| 4 | TD Direct Investing | 69 % | > 30 Hours | 8th |
| 5 | Interactive Brokers | 62 % | > 32 Hours | 13th |
| 6 | National Bank Direct Brokerage | 35 % | > 63 Hours | 23rd |
| 7 | CIBC Investor's Edge | 33 % | > 73 Hours | 27th |
| 8 | HSBC InvestDirect | 31 % | > 66 Hours | 24th |
| 9 | Desjardins Online Brokerage | 29 % | > 69 Hours | 26th |
| 10 | BMO InvestorLine | 21 % | > 82 Hours | 30th |
| 11 | Scotia iTRADE | 17 % | > 87 Hours | 32nd |
| 12 | Virtual Brokers | 13 % | > 109 Hours | 37th |
| 13 | Laurentian Bank Discount Brokerage | 8 % | > 114 Hours | 39th of 45 Firms |
| 14 | Canaccord Genuity Direct | 4 % | > 118 Hours | 41st of 45 Firms |
Brokerage Firms We Review
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