Canadian Mobile Consumer Banking Rankings
Consumer Mobile Banking Experience Review
The Mobile Consumer Banking Review looks at the typical experience customers have when using mobile banking, from before they log in to after they’re securely logged in. It reviews the entire mobile journey, focusing on how customers navigate common banking tasks and processes.
The Latest Rankings
Once again, CIBC has proven that it’s at the top of its game, securing the #1 spot for mobile banking in 2024. Whether you’re checking your balance or transferring money on the go, CIBC consistently delivers a smooth and reliable experience, making it the reigning champion for seven of the past eight years.
CIBC leads the way in delivering the best mobile banking experience among Canada’s big banks, while BMO Bank of Montreal lags behind with the least favourable offering. In the credit union space, Coast Capital Savings stands out as the top performer, while Servus Credit Union continues to fall short among the larger institutions. In the realm of neo and branchless banks, Tangerine remains the clear leader, whereas Motive Financial, a division of Canadian Western Bank, ranks the lowest for mobile-based consumer banking.
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 audits the services available through the pre-login mobile platform, available to both existing and prospective mobile banking customers.
Account Information Experience
Mobile Resources
User Experience
Transactional Experience
Consumer Banking Firms We Review
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What we Measure and The Deep Dive that Differentiates.
# 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.
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