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 Questions

The questions form the basis for the online 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 online platform.

# of Criteria

The second step is the criteria analysis which places groupings of questions together to form the ‘experiences’ or usability encountered by an online user. For example, placing a trade is not simply pressing Buy or Sell buttons. 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 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

Our Latest ONLINE Banking Results


2019 Online Experience Rank Firm Name Peer Score 2020 Mobile Experience Rank
1 RBC Royal Bank 95 % 3rd
2 Scotiabank 85 % 4th
3 CIBC 81 % T-1st
4 BMO Bank of Montreal 77 % 10th
5 Desjardins 76 % 8th
6 TD Canada Trust 74 % 7th
7 Coast Capital Savings 71 % 5th
8 Tangerine 71 % T-1st
9 Conexus Credit Union 69 % 11th
10 National Bank of Canada 68 % 6th
11 Simplii Financial 67 % 9th
12 motusbank 65 % 13th
T-13 ATB Financial 62 % 14th
T-13 Meridian Credit Union 62 % 12th
15 HSBC Canada 59 % 23rd
T-16 Alterna Savings 57 % 19th
T-16 Blueshore Financial 57 % 18th
18 Motive Financial 55 % 20th
19 Vancity 53 % 15th
20 Alterna Bank 52 % 21st
21 EQ Bank 44 % 16th
22 Manulife Bank of Canada 41 % 17th
23 Laurentian Bank of Canada 38 % 24th


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