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OVERALL EXPERIENCE
Rank: 5
e-SERVICE EXPECTATION
Hours to Respond: No Service
  What We Like
Best Online Banking experience
Mobile platform money bill payments
Mobile platform card management
Ability to analyze spending
Number of online platform education
  What We Do Not Like
Pre-login social media and phone contact only
No recurring Interac transfers
Account notifications
Non-competitive mortgage, GIC and TFSA rates
Poor account rates and fees
The Pillars of an Overall Experience
DESKTOP EXPERIENCE
Rank: 1
Public Site Resources
Product Availability
Account Management
Interac Money Transfers
Tools and Calculators
MOBILE EXPERIENCE
Rank: 2
Opening an Account
Product Availability
Account Management
Fund Transfers
Account Services
SERVICE EXPERIENCE
Rank: 24
NO NON-SOCIAL SERVICE - Mondays
NO NON-SOCIAL SERVICE - Tuesdays
NO NON-SOCIAL SERVICE - Wednesdays
NO NON-SOCIAL SERVICE - Thursdays
NO NON-SOCIAL SERVICE - Fridays
FEES EXPERIENCE
Rank: 22
Chequing Accounts - Unlimited
Savings Accounts - Interest
TFSA Interest
GICs - Long-term Rates
Fixed Closed Mortgage Rates
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CONSUMER BANKING REVIEWS
Desktop Platform Review
Mobile Platform Review
Rates & Fees Review
Service Level Review