Canadian Mobile Banking Rankings

Surviscor Canadian Mobile Banking Review

The Mobile Retail Banking Review was introduced in 2013. The review explores a typical mobile device-based retail consumer banking experience, including both the pre-login and login areas, that evaluates the mobile journey through each retail consumer banking process and typical retail consumer banking 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 2020 Online Experience Rank
T-1 CIBC 90 % 3rd
T-1 Tangerine 90 % 9th
3 RBC Royal Bank 87 % 1st
4 Scotiabank 81 % 2nd
5 Coast Capital Savings 78 % 7th
6 National Bank of Canada 77 % 8th
7 TD Canada Trust 76 % 5th
8 Desjardins 70 % 6th
9 Simplii Financial 69 % 11th
10 BMO Bank of Montreal 66 % 4th
11 Conexus Credit Union 65 % 10th
12 Meridian Credit Union 59 % T-12th
13 motusbank 58 % T-12th
14 ATB Financial 55 % T-12th
15 Vancity 54 % T-16th
16 EQ Bank 52 % 23rd
T-17 Manulife Bank of Canada 49 % 25th
T-17 Blueshore Financial 49 % T-16th
19 Alterna Savings 48 % T-16th
20 Motive Financial 46 % 19th
21 Alterna Bank 40 % T-20th
22 Servus Credit Union New Firm 35 % T-20th
23 HSBC Canada 34 % 15th
24 Laurentian Bank of Canada 17 % 24th

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