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.
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.
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.
|2020 Mobile Experience Rank||Firm Name||Peer Score||2019 Online Experience Rank|
|3||RBC Royal Bank||87 %||1st|
|5||Coast Capital Savings||78 %||7th|
|6||National Bank of Canada||77 %||10th|
|7||TD Canada Trust||76 %||6th|
|9||Simplii Financial||69 %||11th|
|10||BMO Bank of Montreal||66 %||4th|
|11||Conexus Credit Union||65 %||9th|
|12||Meridian Credit Union||59 %||14th|
|14||ATB Financial||55 %||13th|
|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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