TORONTO, ONTARIO — (Marketwired) — 02/02/15 — BMO Bank of Montreal provides the quickest customer service responses amongst Canadian online banking firms, according to a yearlong mystery shopping program conducted by research and business intelligence firm Surviscor. Meridian Credit Union and Steinbach Credit Union rounded up the top three.
“The big Canadian banks appear to be struggling when servicing non-social media related general public site enquiries as compared to online brokerage firms” said Glenn LaCoste, President of Surviscor. “BMO Bank of Montreal is the one exception and should be commended for its efforts, responding on average within 6 hours while its big bank industry peers range between 12 to 24 hours.” added LaCoste.
“We are extremely proud of our commitment to providing customers with an excellent and seamless experience for every transaction,” said Connie Stefankiewicz, Head, North American Channel Strategy and Solutions. “Having BMO recognized as a leader in online banking is a tremendous honour and a wonderful acknowledgement of the strength of our team, our innovative mindset and our focus on helping our customers with their financial lives where and when they need it.”
The Service Level Assessment (SLA) program, now in its 9th year, analyzed 178 –mystery shopper– service enquiries, per firm, sent between January 1st, 2014 and December 31st, 2014 to over forty Canadian online brokerage and banking firms. Surviscor determines the average response time to service enquiries over the year and calculates a Service Level Index per month for each firm. In addition, Surviscor tracks every detail of correspondence including the time to respond, the performance of the stated response guidelines through auto-responses, the full dialogue and the accuracy of the answer provided.
Complete online banking and brokerage rankings can be found at .
For further information regarding the results, the ongoing SLA program and associated reports and access to the data via scorView, contact Surviscor at .
About Surviscor Inc.
Surviscor Inc. is a Canadian leader in the analysis and ranking of Canadian online services offered to retail consumers. Surviscor produces seasonal feature and functionality audits, including its prominent Online Discount Brokerage, Online Banking and Mobile Banking scorCards. All studies and analyses serve as industry benchmarks for consumers and industry participants by identifying online offerings considered to be leading-edge as compared to the industry standard.
Contacts:
Surviscor Inc.
Mr. LaCoste
President
(416) 993-1246 mobile or 1-866-299-7267
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