Canadian Banking Firms - Service Experience

Modern customer service has evolved from branch visits and phones to include a variety of methods—email, online forms, live chat, virtual assistants, social media, and even booking in-person or virtual meetings. However, despite these advancements, many Canadian digital banking customers are still not receiving the level of service they expect and deserve.

The results once again highlight that a select few firms have mastered the art of delivering a well-rounded service experience, offering a balanced mix of customer service options paired with strong responsiveness. However, a deeper look reveals that far too many firms continue to provide subpar service experiences. Digital banking consumers should take note and hold their financial institutions accountable, as better alternatives are readily available.

The Service Level Experience Review explores the various service interaction methods and the availability of each method across both the desktop-based and mobile-based digital devices, and 'mystery shopping' service interaction responsiveness data initiated through the non-social, public-facing interaction facility provided by the Contact Us information at each Canadian Digital consumer banking firm. Service interaction data is collected using Surviscor's ongoing Service Level Assessment program that has been in place since 2006.