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RBC Royal Bank

RBC Royal Bank Surviscor Review

Surviscor Assessment

ONLINE EXPERIENCE SERVICE EXPERIENCE MOBILE EXPERIENCE

Best Firm

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Top-Tier Firm


2018 Online Banking Review 2019 Mobile Banking Review
Score: 91% Score: 88%
Rank: 1st Rank: 3rd
23 Firms Reviewed 23 Firms Reviewed
ONLINE PLATFORM REVIEW:

2019 Release is scheduled for July 2019.

Inital Experience
 Above Average
Service Experience
 Below Average
Mobile Experience
 Above Average
User Experience
 Above Average
Account Experience
 Above Average
Transactional Experience
 Above Average
Relationship Resources
 Above Average
Rates & Fees
 Below Average
MOBILE PLATFORM REVIEW:
Initial Experience
 Good
User Experience
 Good
Account Experience
 Good
Transactional Experience
 Good
Relationship Resources
 Acceptable
BEST ONLINE FEATURES
  • Overall experience is excellence
  • MyFinance Tracker
  • Good transactional capabilities
  • Strong account resources
BEST MOBILE FEATURES
  • Transactional experiences
  • Free Interac transfers
  • Navigational design
MISSING the MARK
  • Poor service responsiveness
  • New and old website pages mixed together
  • High rates and fees
MISSING the MARK
  • Pre-login resources
  • Account notifications
  • Educational resources

Banking Rankings

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.

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%

RBC Royal Bank is the undisputed 2018 leader in online banking customer experience breaking the 2017 tie with Scotiabank. Past winner CIBC remains in 3rd while BMO Bank of Montreal moves into the top 5 placing 4th. Conexus Credit Union scored the highest amongst Canadian credit unions. 

1 RBC Royal Bank 91%
2 Scotiabank 87%
3 CIBC 81%
4 BMO Bank of Montreal 76%
5 Desjardins 74%
6 TD Canada Trust 73%
7 Tangerine 70%
8 National Bank of Canada 69%
9 Conexus Credit Union 65%
10 Simplii Financial 63%
11 Coast Capital Savings 62%
12 Meridian Credit Union 60%
13 ATB Financial 59%
14 Motive Financial 56%
15 HSBC 56%
16 Alterna Savings 55%
17 BlueShore Financial 55%
18 Vancity 53%
19 Alterna Bank 52%
20 EQ Bank 44%
21 Laurentian Bank of Canada 36%
22 Manulife Bank of Canada 36%
23 motusbank 0%

Service Level Rankings

Assiniboine Credit Union is the the leader in customer service amongst Canadian banking firms, as measured by the 2018 Surviscor Service Level Assessment review. The review, now in its 14th year, analyzed 156 service interactions per firm and over 4,500 industry enquiries in 2018. Credit unions and independents stole the show without a major bank hitting the list until 12th place.

1 Assiniboine Credit Union 93%
2 Coast Capital Savings 86%
3 Servus Credit Union 84%
4 Affinity Credit Union 84%
5 Alterna Savings 76%
6 Conexus Credit Union 75%
7 Meridian Credit Union 75%
8 HSBC 71%
9 First Calgary Financial 65%
10 Vancity 63%
11 ICICI Bank 54%
12 BlueShore Financial 54%
13 Envision Financial 53%
14 Meridian Credit Union 51%
15 National Bank of Canada 51%
16 RBC Royal Bank 44%
17 Alterna Bank 41%
18 ATB Financial 40%
19 Steinbach Credit Union 31%
20 BMO Bank of Montreal 28%
21 EQ Bank 26%
22 Manulife Bank of Canada 21%
23 Pace Credit Union 21%
24 Laurentian Bank of Canada 16%
25 TD Canada Trust 16%
26 Tangerine 13%
27 Desjardins 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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