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 | Digital Banking Firm | Peer Score | Response Time* | Firm Review |
---|---|---|---|---|
1 | Conexus Credit Union | 92 % | 6 hours | See Analysis |
2 | Desjardins | 67 % | 21 hours | See Analysis |
3 | Assiniboine Credit Union | 64 % | 10 hours | See Analysis |
4 | Servus Credit Union | 58 % | 32 hours | See Analysis |
5 | Envision Financial | 48 % | 24 hours | See Analysis |
6 | Vancity | 39 % | 37 hours | See Analysis |
7 | Alterna Savings | 39 % | 39 hours | See Analysis |
8 | National Bank of Canada | 38 % | 52 hours | See Analysis |
9 | Laurentian Bank of Canada | 34 % | 48 hours | See Analysis |
10 | Coast Capital Savings | 33 % | 61 hours | See Analysis |
11 | Motive Financial | 32 % | 48 hours | See Analysis |
12 | motusbank | 30 % | 52 hours | See Analysis |
13 | ICICI Bank of Canada | 30 % | 31 hours | See Analysis |
14 | CIBC | 29 % | No e-Service | See Analysis |
15 | Simplii Financial | 28 % | 78 hours | See Analysis |
16 | Meridian Credit Union | 26 % | 62 hours | See Analysis |
17 | BMO Bank of Montreal | 24 % | No e-Service | See Analysis |
18 | TD Canada Trust | 23 % | No e-Service | See Analysis |
19 | Alterna Bank | 23 % | 62 hours | See Analysis |
20 | Steinbach Credit Union | 22 % | 59 hours | See Analysis |
21 | Scotiabank | 21 % | No e-Service | See Analysis |
22 | ATB Financial | 21 % | 56 hours | See Analysis |
23 | Tangerine | 21 % | No e-Service | See Analysis |
24 | RBC Royal Bank | 21 % | No e-Service | See Analysis |
25 | Affinity Credit Union | 21 % | 50 hours | See Analysis |
26 | EQ Bank | 19 % | 70 hours | See Analysis |
27 | Manulife Bank of Canada | 17 % | 76 hours | See Analysis |
28 | Blueshore Financial | 16 % | 111 hours | See Analysis |
29 | HSBC Canada | 14 % | No e-Service | See Analysis |
30 | PC Financial | 11 % | No e-Service | See Analysis |
31 | Pace Credit Union | 5 % | No e-Service | See Analysis |
32 | First Calgary Financial | 2 % | No e-Service | See Analysis |
* Response Times are based on 147 service interactions per firm over the 2022 calendar year
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