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BMO Bank of Montreal

Online Experience Signal Customer Service Signal Mobile Experience Signal

Average Firm

Poor: > 1 day

Below Average Firm


2017 Online Banking Review 2017 Mobile Banking Review
Score: 73.5% Score: 46%
Rank: 6th Rank: 15th
19 Firms Reviewed 17 Firms Reviewed
Surviscor Assessment:
Getting Started
 A
Service Level Assessment
 C-
Mobile Accessibility
 C-
Website Usability
 B-
Account Support
 B
Website Transactions
 B
Website Resources
 B-
Rates and Fees
 D+
Surviscor Assessment:
iPhone Experience
 C
iPad Experience
 C=
Android Smartphone Experience
 C
Android Tablet Experience
 C-
Online Highlights
  • MoneyLogic account analysis tool
  • Nice account opening process
  • Online appointment booking
Mobile Highlights
  • Manage My Finances area
  • Account opening experience
  • Market information
  • Travel notifications for credit cards
Drawbacks
  • Mobile accessibility
  • Rates and fees on the high side
  • Weak transactional process
Drawbacks
  • Limited transfer capabilities

Banking Rankings

Scotiabank provides the best overall online banking customer experience in Canada according to Surviscor's 2017 Online Banking scorCard Review. The top overall ranking is virtually a tie between Scotiabank and RBC Royal Bank with the nod going to Scotiabank due to its excellence in a few key areas. CIBC moved into the third spot while Desjardins came in above the other big banks in the review. Coast Capital Savings scored the highest amongst Canadian credit unions. 

1 Scotiabank 85.8%
2 RBC Royal Bank 85.8%
3 CIBC 80.1%
4 Desjardins 79.9%
5 Tangerine 74.3%
6 BMO Bank of Montreal 73.5%
7 TD Canada Trust 73.4%
8 National Bank of Canada 69.7%
9 Simplii Financial 65.8%
10 Coast Capital Savings 62.3%
11 Meridian Credit Union 61.6%
12 ATB Financial 60.6%
13 Conexus Credit Union 58.2%
14 Vancity 56.6%
15 BlueShore Financial 56.3%
16 Motive Financial 54.8%
17 Alterna Savings 54.8%
18 HSBC 52.2%
19 Laurentian Bank of Canada 35.1%

CIBC provides the best overall mobile banking services in Canada as determined in the 2017 Surviscor Canadian Mobile Banking scorCard™, a comprehensive, objective annual assessment of mobile features and functionality at major Canadian banking institutions. Five new firms were added in 2017. National Bank of Canada, a past winner moved into second while Scotiabank slipped into third.

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1 CIBC 91%
2 National Bank of Canada 88%
3 Scotiabank 85%
4 Tangerine 75%
5 Desjardins 69%
6 Simplii Financial 67%
7 RBC Royal Bank 62%
8 Coast Capital Savings 58%
9 Meridian Credit Union 56%
10 ATB Financial 51%
11 TD Canada Trust 50%
12 Vancity 50%
13 Alterna Savings 47%
14 BlueShore Financial 47%
15 BMO Bank of Montreal 46%
16 Motive Financial 42%
17 HSBC 27%

RBC Royal Bank has the most informative and easy to use public website amongst leading online banking institutions in Canada, according to the 2016 Surviscor Online Banking Public Website Review. BMO Bank of Montreal and CIBC rounded out the top 3. The results clearly indicate that the Big Banks are clearly ahead of the Credit Unionc and smaller independent firms.

For more information on any of the firms, including other banking rankings, CLICK on the name of the firm to view its company page.

1 RBC Royal Bank 93%
2 BMO Bank of Montreal 86%
3 CIBC 85%
4 TD Canada Trust 77%
5 Tangerine 65%
6 Simplii Financial 64%
7 National Bank of Canada 63%
8 Desjardins 61%
9 Scotiabank 60%
10 Coast Capital Savings 59%
11 ATB Financial 57%
12 Alterna Savings 57%
13 First Calgary Financial 54%
14 BlueShore Financial 53%
15 Motive Financial 52%
16 Conexus Credit Union 52%
17 Envision Financial 51%
18 Meridian Credit Union 45%
19 ICICI Bank 35%
20 Vancity 33%
21 Laurentian Bank of Canada 30%
22 Servus Credit Union 30%
23 HSBC 28%
24 Assiniboine Credit Union 27%
25 Pace Credit Union 26%
26 Manulife Bank of Canada 23%
27 Steinbach Credit Union 22%

Service Level Rankings

For the first time in 13 years, the list of the top 5 best customer service experience amongst Canadian banking and credit union firms does not include a major bank. Affinity Credit Union, a Saskatchewan-based firm, finished as the number one firm for customer experience in 2017 by attaining the best Service Level Index score and response time, as measured by the 2017 Surviscor Service Level Assessment review. Fellow credit unions Steinbach Credit Union and Assiniboine Credit Union, both located in Manitoba, rounded up the top three. The review, now in its 13th year, analyzed 170 'mystery shopper' service enquiries per firm and over 44,000 industry enquiries in 2017.

1 Affinity Credit Union 95%
2 Steinbach Credit Union 90%
3 Assiniboine Credit Union 88%
4 BlueShore Financial 76%
5 ATB Financial 74%
6 Servus Credit Union 68%
7 National Bank of Canada 65%
8 Conexus Credit Union 64%
9 Alterna Savings 61%
10 TD Canada Trust 58%
11 RBC Royal Bank 53%
12 Meridian Credit Union 53%
13 Envision Financial 53%
14 Coast Capital Savings 48%
15 ICICI Bank 39%
16 BMO Bank of Montreal 38%
17 Simplii Financial 38%
18 Vancity 36%
19 Desjardins 28%
20 Alterna Bank 28%
21 CIBC 24%
22 Laurentian Bank of Canada 19%
23 Manulife Bank of Canada 16%
24 HSBC 16%
25 First Calgary Financial 14%
26 Pace Credit Union 10%
27 Tangerine 8%
28 Motive Financial 5%



Current Rank 1
Overall Score (%) 99
Current Service Rating (%) 85
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Current Rank 3
Overall Score (%) 71
Current Service Rating (%) 85
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