Canadian Online Banking Rankings
Surviscor Canadian Online Retail Banking Review
The Online Retail Banking Review was introduced in 2008 and explores a typical desktop-based online banking experience, including both the pre-login and login areas, that evaluates the online journey through each banking process and typical retail banking experience.
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 an online 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 online scores and rankings.
Online Banking Review - Experience Categories
The Online 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 online platform, available to both existing and prospective online banking customers.
Account Information Experience
Relationship Resources
User Experience
Transactional Experience
The Latest Rankings
What will you remember when you look back on a year you were told to keep living your life but to do it from home as much as possible? It will not be that you started to bank more online as many Canadians have been banking online for nearly 20 years now, but you may remember it as the last time you visited branch. To say the least, 2020 has been an interesting year as many Canadians we were forced to work from home and limit exposure to other Canadians. The COVID-19 pandemic meant we were home more, watching TV more and streaming data at record levels. The banks took notice. We will remember 2020 as the year the banks stepped up in marketing digital capabilities to Canadians despite the 20-year track record. Seniors were told how easy it was to bank using a computer while all other age groups were reminded, yet again, of the ease of use of banking using digital devices.
| 2020 Online Experience Rank | Firm Name | Peer Score | 2021 Mobile Experience Rank Revised |
|---|---|---|---|
| 1 | RBC Royal Bank | 99 % | 3rd |
| 2 | Scotiabank | 93 % | 4th |
| 3 | CIBC | 89 % | 1st |
| 4 | BMO Bank of Montreal | 87 % | 8th |
| 5 | TD Canada Trust | 85 % | 5th |
| 6 | Desjardins | 84 % | T-9th |
| 7 | Coast Capital Savings | 80 % | 6th |
| 8 | National Bank of Canada | 78 % | 7th |
| 9 | Tangerine | 75 % | 2nd |
| 10 | Conexus Credit Union | 71 % | T-11th |
| 11 | Simplii Financial | 68 % | T-11th |
| T-12 | motusbank | 67 % | 13th |
| T-12 | ATB Financial | 67 % | 16th |
| T-12 | Meridian Credit Union | 67 % | T-9th |
| 15 | HSBC Canada | 66 % | T-22nd |
| T-16 | Alterna Savings | 57 % | T-19th |
| T-16 | Blueshore Financial | 57 % | 17th |
| T-16 | Vancity | 57 % | 14th |
| 19 | Motive Financial | 59 % | T-19th |
| T-20 | Servus Credit Union New Firm | 56 % | T-22nd |
| T-20 | Alterna Bank | 56 % | 21st |
| 22 | PC Financial New Firm | 48 % | No Review |
| 23 | EQ Bank | 48 % | 15th |
| 24 | Laurentian Bank of Canada | 43 % | Last - 24th |
| 25 | Manulife Bank of Canada | 41 % | 18th |
Banking Firms We Reviewed
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