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CIBC

CIBC Surviscor Review

Surviscor Assessment


ONLINE EXPERIENCE
SERVICE EXPERIENCE
MOBILE EXPERIENCE

2019 Online Banking Review 2019 Mobile Banking Review
Score: 81% Score: 92%
Rank: 3rd Rank: 1st
23 Firms Reviewed 23 Firms Reviewed
ONLINE PLATFORM REVIEW:
Inital Experience
 Good
User Experience
 Acceptable
Account Experience
 Good
Transactional Experience
 Good
Relationship Resources
 Good
Rates & Fees
 Poor
MOBILE PLATFORM REVIEW:
Initial Experience
 Good
User Experience
 Acceptable
Account Experience
 Good
Transactional Experience
 Good
Relationship Resources
 Good
BEST ONLINE FEATURES
  • Strong account opening process
  • Good transactional experience
  • Strong supporting resources
BEST MOBILE FEATURES
  • Account Opening experience
  • Foreign cash purchases
  • Bill payment experience
MISSING the MARK
  • Limited customization options
  • Fees are on the high side
MISSING the MARK
  • Available tools and calculators
  • Usability of account information
  • Interac money transfers experience

Banking Rankings

RBC Royal Bank is once again the undisputed leader in consumer - based online banking experience.Past winners Scotiabank and CIBC maintained their 2nd and 3rd place rankings from 2018. Desjardins scored the highest amongst Canadian co - operatives and credit unions.

Click WATCH to view the TV Interview on the Business News Network - BNN.

1 RBC Royal Bank 95%
2 Scotiabank 85%
3 CIBC 81%
4 BMO Bank of Montreal 77%
5 Desjardins 76%
6 TD Canada Trust 74%
7 Coast Capital Savings 72%
8 Tangerine 71%
9 Conexus Credit Union 69%
10 National Bank of Canada 68%
11 Simplii Financial 67%
12 motusbank 65%
13 ATB Financial 62%
14 Meridian Credit Union 62%
15 HSBC 59%
16 Alterna Savings 57%
17 BlueShore Financial 57%
18 Motive Financial 55%
19 Vancity 53%
20 Alterna Bank 52%
21 EQ Bank 44%
22 Manulife Bank of Canada 41%
23 Laurentian Bank of Canada 38%

CIBC provides the best mobile banking experience in Canada as determined in the 2019 Surviscor Canadian Mobile Banking scorCard™.The biggest surprise in 2019 was the fall of last year's winner Scotiabank who fell from 1st to 11th after it introduced its new improved mobile platform. Tangerine improved into 2nd while RBC Royal Bank moved into the top 3 for the first time. Two new firms were added in 2019.

Click WATCH to view the 2019 Banking TV Interview on the Business News Network - BNN.

1 CIBC 92%
2 Tangerine 90%
3 RBC Royal Bank 88%
4 Coast Capital Savings 79%
5 National Bank of Canada 79%
6 Desjardins 71%
7 BMO Bank of Montreal 68%
8 TD Canada Trust 68%
9 Simplii Financial 68%
10 Conexus Credit Union 67%
11 Scotiabank 66%
12 Meridian Credit Union 58%
13 motusbank 58%
14 ATB Financial 57%
15 Alterna Bank 55%
16 Vancity 54%
17 EQ Bank 52%
18 Manulife Bank of Canada 51%
19 BlueShore Financial 51%
20 Alterna Savings 48%
21 Motive Financial 43%
22 HSBC 33%
23 Laurentian Bank of Canada 18%

Service Level Rankings

Servus Credit Union is the the leader in customer service amongst Canadian banking firm. The review, now in its 15th year, analyzed 164 service interactions per firm and over 4,500 industry enquiries in 2019. RBC Royal Bank was the only big bank to break the top 10.

1 Servus Credit Union 93%
2 First Calgary Financial 90%
3 Conexus Credit Union 88%
4 Assiniboine Credit Union 83%
5 RBC Royal Bank 80%
6 Envision Financial 77%
7 Alterna Savings 71%
8 ICICI Bank 71%
9 Affinity Credit Union 71%
10 Vancity 67%
11 Simplii Financial 67%
12 HSBC 60%
13 Coast Capital Savings 57%
14 BMO Bank of Montreal 52%
15 Meridian Credit Union 48%
16 Alterna Bank 43%
17 National Bank of Canada 39%
18 Steinbach Credit Union 39%
19 Desjardins 33%
20 ATB Financial 29%
21 motusbank 27%
22 BlueShore Financial 24%
23 Manulife Bank of Canada 21%
24 EQ Bank 21%
25 Tangerine 17%
26 Motive Financial 15%
27 Laurentian Bank of Canada 12%
28 Pace Credit Union 10%



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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