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.
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.
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.
|2019 Online Experience Rank||Firm Name||Peer Score||2020 Mobile Experience Rank|
|1||RBC Royal Bank||95 %||3rd|
|4||BMO Bank of Montreal||77 %||10th|
|6||TD Canada Trust||74 %||7th|
|7||Coast Capital Savings||71 %||5th|
|9||Conexus Credit Union||69 %||11th|
|10||National Bank of Canada||68 %||6th|
|11||Simplii Financial||67 %||9th|
|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|
|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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