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Manulife Bank of Canada

Online Experience Signal Customer Service Signal Mobile Experience Signal



NR

Not Rated

Poor: > 1 day

Below Average Firm


2017 Online Banking Review 2018 Mobile Banking Review
Score: NR Score: 47.3%
Rank: NR Rank: 17th
19 Firms Reviewed 21 Firms Reviewed
Surviscor Assessment:
Surviscor Assessment:
Initial Experience
 Below Average
User Experience
 Average
Account Experience
 Below Average
Transactional Experience
 Average
Supporting Resources
 Below Average Experience
Online Highlights
  • Competitive Mortgage Interest
  • ManulifeOne product
  • TFSA interest
Mobile Highlights
  • Customization experience
  • Account services
Drawbacks
  • Account resources
  • Website design
Drawbacks
  • Poor account information
  • Poor money transfer experience

Banking Rankings

Scotiabank provides the best mobile banking experience in Canada as determined in the 2018 Surviscor Canadian Mobile Banking scorCard™, a comprehensive, objective annual assessment of mobile experiences at major Canadian banking institutions. Four new firms were added in 2018. CIBC, last year's winner, dropped to 2nd, while past winner National Bank dropped to 3rd.

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1 Scotiabank 88.5%
2 CIBC 84.6%
3 National Bank of Canada 78.7%
4 Desjardins 69.1%
5 RBC Royal Bank 69%
6 Tangerine 66.9%
7 Conexus Credit Union 60.7%
8 Simplii Financial 60.3%
9 BMO Bank of Montreal 59.1%
10 Coast Capital Savings 57.3%
11 ATB Financial 55.7%
12 Meridian Credit Union 55.1%
13 Alterna Bank 54.1%
14 Vancity 52.3%
15 TD Canada Trust 51.9%
16 BlueShore Financial 49.2%
17 Manulife Bank of Canada 47.3%
18 Alterna Savings 47.1%
19 EQ Bank 46.5%
20 Motive Financial 43.9%
21 HSBC 30.3%

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%

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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