Canadian Mobile Banking Rankings

Surviscor Canadian Mobile Banking Review

The Mobile Retail Banking Review was introduced in 2008. The review explores a typical mobile device-based investor experience, including both the pre-login and login areas, that evaluates the mobile journey through each investor process and typical investor experience.

What we Measure and The Deep Dive that Differentiates.

# of Questions

The questions form the basis for the mobile analysis and represent the lowest level of features surrounding the main functionality under review. The binary questions are used to replicate the various actions an actual user would perform when using the mobile platform.

# of Criteria

The second step is the criteria analysis which places groupings of questions together to form the ‘experiences’ or usability encountered by a mobile user. For example, paying a bill is not simply pressing the Send Money button. The process involves supporting actions and information.

# of Sub-Categories

The third step places the individual experiences into relevant sub-categories that are grouped according to the general activity performed by a mobile user. The sub-categories are then assigned weightings according to the importance the group of experiences contributes within its category.

# of Categories

The last step takes the sub-category items under review and rolls them up into the final industry ranking and individual scores. In most cases, the category weightings are defined by the industry firms once the review is complete which then forms the final mobile scores and rankings.

Mobile Banking Review - Experience Categories

The Mobile Retail Banking Review objective criteria is divided into five main categories, each weighted according to industry-defined importance, for an overall maximum score of 100.

Initial Experience - The Pre-Login

The category explores the services available through the pre-login mobile platform, available to both existing and prospective mobile banking customers.

Account Information Experience

Relationship Resources

User Experience

Transactional Experience

Our Latest MOBILE Banking Results


2020 Mobile Experience Rank Firm Name Peer Score 2019 Online Experience Rank
T-1 Tangerine 90 % 8th
T-1 CIBC 90 % 3rd
3 RBC Royal Bank 87 % 1st
4 Scotiabank 81 % 2nd
5 Coast Capital Savings 78 % 7th
6 National Bank of Canada 77 % 10th
7 TD Canada Trust 76 % 6th
8 Desjardins 70 % 5th
9 Simplii Financial 69 % 11th
10 BMO Bank of Montreal 66 % 4th
11 Conexus Credit Union 65 % 9th
12 Meridian Credit Union 59 % 14th
13 motusbank 58 % 12th
14 ATB Financial 55 % 13th
15 Vancity 54 % 19th
16 EQ Bank 52 % 21st
T-17 Manulife Bank of Canada 49 % 22nd
T-17 Blueshore Financial 49 % 17th
19 Alterna Savings 48 % 16th
20 Motive Financial 46 % 18th
21 Alterna Bank 40 % 20th
22 Servus Credit Union 35 % Not rated in 2019
23 HSBC Canada 34 % 15th
24 Laurentian Bank of Canada 17 % 23rd


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