Canadian Banking Firms - Service Levels

Surviscor Canadian Retail Banking 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.

# of Firms

Surviscor has been sending 'mystery shopping' pre-login service requests to over 30 Canadian banks and credit unions per year since 2006.

# of Service Records / Firm

The 12-month review is broken down into an average of 12-15 service requests and/or interactions per firm each month amounting to 160-170 records per firm per year.

# of Sub-Categories

The sub-categories in a servcie review measure individual firms using monthly Response Standards, Average Response Time (ART) and Service Level Index (SLI) levels.

# of Categories

The last level of analysis, or as most consider the first level, represents the main items of review that rollup into the final industry ranking and individual scores.

Service Level Review - Experience Categories

The Service Level Review audits industry firms’ service levels based upon the past full calendar year's non-secure service interactions via the online, non-secure, platform. 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 Servus Credit Union 93 % > 16 Hours 4th of 45 Firms
2 First Calgary Financial 90 % > 15 Hours 3rd
3 Conexus Credit Union 88 % > 19 Hours 6th
4 Assiniboine Credit Union 65 % > 24 Hours 7th
5 RBC Royal Bank 80 % > 30 Hours 9th
6 Envision Financial 77 % > 31 Hours 11th
T-7 ICICI Bank of Canada 71 % > 31 Hours 10th
T-7 Alterna Savings 71 % > 31 Hours 12th
T-7 Affinity Credit Union 71 % > 33 Hours 15th
T-10 Vancity 67 % > 32 Hours 14th
T-10 Simplii Financial 67 % > 37 Hours 16th
12 HSBC Canada 60 % > 36 Hours 17th
13 Coast Capital Savings 57 % > 39 Hours 18th
14 BMO Bank of Montreal 52 % > 40 Hours 19th
15 Meridian Credit Union 48 % > 45 Hours 20th
16 Alterna Bank 43 % > 56 Hours 21st
17 Steinbach Credit Union 39 % > 63 Hours 22nd
T-18 Desjardins 33 % > 66 Hours 25th
T-18 National Bank of Canada 33 % > 75 Hours 28th
20 ATB Financial 29 % > 81 Hours 29th
21 motusbank 27 % > 85 Hours 31st
22 Blueshore Financial 24 % > 87 Hours 33rd
T-23 EQ Bank 21 % > 90 Hours 34th
T-23 Manulife Bank of Canada 21 % > 91 Hours 35th
25 Tangerine 17 % > 97 Hours 36th
26 Motive Financial 15 % > 113 Hours 38th
27 Laurentian Bank of Canada 12 % > 114 Hours 39th
28 Pace Credit Union 10 % > 119 Hours 41st
T-29 CIBC No Rating No e-Service Last
T-29 Scotiabank No Rating No e-Service Last
T-29 TD Canada Trust No Rating No e-Service Last of 45 Firms


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