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TD Canada Trust

Online Experience Signal Customer Service Signal Mobile Experience Signal

Average Firm

Expect 1-2 days

Below Average Firm


2018 Online Banking Review 2018 Mobile Banking Review
Score: 73% Score: 51.9%
Rank: 6th Rank: 15th
22 Firms Reviewed 21 Firms Reviewed
Surviscor Assessment:
Initial Experience
 Above Average
Service Experience
 Above Average
User Experience
 Above Average
Account Experience
 Above Average
Transactional Experience
 Above Average
Relationship Resources
 Above Average
Rates and Fees
 Below Average
Surviscor Assessment:
Initial Experience
 Below Average
User Experience
 Above Average
Account Experience
 Below Average
Transactional Experience
 Below Average
Relationship Resources
 Below Average Experience
Online Highlights
  • Good public site
  • Good overall user experience
  • Strong educational resources
Mobile Highlights
  • TD MySpend application
  • Strong navigational design
Drawbacks
  • Poor service responsiveness
  • Fees tend to be on the high-side
Drawbacks
  • Overall transactional experience
  • Lack of customization options

Banking Rankings

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 HSBC 56%
15 Motive Financial 56%
16 Alterna Savings 55%
17 BlueShore Financial 55%
18 Vancity 53%
19 Alterna Bank 52%
20 EQ Bank 44%
21 Manulife Bank of Canada 36%
22 Laurentian Bank of Canada 36%

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.

CLICK HERE to WATCH the 2018 TV Announcement on BNN Bloomberg 

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 62.2%
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%

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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