Canadian Consumer Banking
Mobile Banking Experience Review

The Mobile Consumer 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.

The Latest Rankings

For the 5th time in the past 6 years, CIBC is the leader in Canadian mobile-based consumer banking experience. A consumer mobile-based banking experience represents what it is like to bank using a phone, mainly an application-based (iPhone, Android or Proprietary) platform to perform everyday banking, but the report does not shy away from mobilized online-based versions (adjusts to smaller hand-held devices) if that is all that is available.
CIBC was identified as the best big bank for mobile-based consumer banking experiences with BMO Bank of Montreal as the worst big bank, Coast Capital Savings as the best credit union (Servus Credit Union the worst), and Tangerine as the best neo-branchless bank (Alterna Bank the worst) and an overall 2nd place showing.
2022 Rank Firm Name Peer Experience Score Full Company Analysis
1 CIBC 89 % See Likes & Dislikes
T-2 RBC Royal Bank 85 % See Likes & Dislikes
T-2 Tangerine 85 % See Likes & Dislikes
4 Scotiabank 82 % See Likes & Dislikes
5 TD Canada Trust 81 % See Likes & Dislikes
6 Coast Capital Savings 79 % See Likes & Dislikes
7 National Bank of Canada 75 % See Likes & Dislikes
8 BMO Bank of Montreal 71 % See Likes & Dislikes
9 Desjardins 66 % See Likes & Dislikes
T-10 Conexus Credit Union 62 % See Likes & Dislikes
T-10 Meridian Credit Union 64 % See Likes & Dislikes
12 Simplii Financial 62 % See Likes & Dislikes
13 motusbank 61 % See Likes & Dislikes
14 ATB Financial 59 % See Likes & Dislikes
15 Vancity 55 % See Likes & Dislikes
16 EQ Bank 52 % See Likes & Dislikes
T-17 Blueshore Financial 49 % See Likes & Dislikes
T-17 Alterna Bank 49 % See Likes & Dislikes
19 Manulife Bank of Canada 46 % See Likes & Dislikes
T-20 Alterna Savings 45 % See Likes & Dislikes
T-20 Motive Financial 45 % See Likes & Dislikes
22 Laurentian Bank of Canada 37 % See Likes & Dislikes
23 HSBC Canada 36 % See Likes & Dislikes
24 Servus Credit Union 33 % See Likes & Dislikes

Experience Categories

The Surviscor Mobile-based Consumer 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

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.

Recent Surviscor Press Coverage