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Service Level Review

Service Level Assessment Analysis

Surviscor's Service Level Assessment Program, formerly known as the Customer Email Responsiveness (CER) Program, determines a firm's ability to efficiently respond to customer, or potential customer enquiries via the public customer contact forms, social media sites and available email addresses.

Surviscor has a proprietary rating index, now called the Service Level Index - SLI, to gauge how well firms are responding to customer, or potential customer enquiries. The SLI determine the firm's ability to efficiently respond to anonymous service questions.

Who Needs To Know:

  1. Call centre management;
  2. Marketing Managers - How are prospective clients being handled?;
  3. Business Leaders - Likely the same experience internally with real clients;
  4. The Customer Service Representatives.

The SLA Program delivers the customer service enquiries to all firms within minutes of each other. Surviscor captures the following information for each correspondence:

  1. All text wording transmitted between 'mystery shopper' and industry firm
  2. Date and Time of the transmission - Consistent for all firms
  3. Date and Time of the actual response to the question
  4. Accuracy of the actual response
  5. Date and Time of a firm's Auto-Response - If used
  6. Did the firm meet its Response Guideline - The stated guarantee of time to respond

Surviscor's 2015 Response Standards have been developed based upon the average response times. The Surviscor Response Standards are:

  1. Platinum - Less than 2 hours
  2. Gold - 2 to 4 hours
  3. Silver - 4 to 8 hours
  4. Bronze - 8 to 12 hours

For the second consecutive year, Qtrade Investor is the leader in customer service amongst Canadian self-directed brokerage firms, as measured by the 2016 Surviscor Service Level Assessment review. The review, now in its 12th year, analyzed over 170 'mystery shopper' service enquiries, per firm, in 2016. Desjardins Online Brokerage and Scotia iTRADE rounded up the top three.

RESULTS:

1 Qtrade Investor 96%
2 Desjardins Online Brokerage 81%
3 Scotia iTRADE 79%
4 RBC Direct Investing 71%
5 HSBC InvestDirect 52%
6 TD Direct Investing 50%
7 BMO InvestorLine 29%
8 Credential Direct 29%
9 Virtual Brokers 27%
10 National Bank Direct Brokerage 23%
11 Jitney Trade 18%
12 CIBC Investor's Edge 15%
13 Questrade 15%
14 Laurentian Bank Discount Brokerage 4%

No firms attained either a PLATINUM standard in 2016. Qtrade Investor attained a GOLD standard averaging 2.02 hours to respond while Desjardins Online Brokerage (7.42 hours) attained a SILVER standard and Scotia iTRADE (8.47 hours), a BRONZE standard.

BMO Bank of Montreal and Desjardins provide the best customer service experience amongst Canadian banking and credit union firms. BMO Bank of Montreal attained the best Service Level Index score for the fourth straight year while Desjardins provides the best average response time, as measured by the 2016 Surviscor Service Level Assessment review. The review, now in its 12th year, analyzed 174 'mystery shopper' service enquiries per firm.

RESULTS:

1 BMO Bank of Montreal 95%
2 Desjardins 92%
3 Assiniboine Credit Union 87%
4 Manulife Bank of Canada 84%
5 Steinbach Credit Union 84%
6 Meridian Credit Union 76%
7 TD Canada Trust 74%
8 RBC Royal Bank 66%
9 BlueShore Financial 64%
10 National Bank of Canada 59%
11 Vancity 54%
12 Conexus Credit Union 53%
13 Alterna Financial Group 46%
14 ICICI Bank 41%
15 Envision Financial 41%
16 Coast Capital Savings 30%
17 PC Financial 29%
18 Pace Credit Union 26%
19 Tangerine 25%
20 Servus Credit Union 22%
21 CIBC 18%
22 Laurentian Bank of Canada 16%
23 HSBC 13%
24 First Calgary Financial 11%
25 ATB Financial 8%
26 Canadian Direct Financial 5%

No firms attained either a PLATINUM or GOLD standard in 2016. Desjardins attained a SILVER standard averaging 4.80 hours to respond along with BMO Bank of Montreal (7.35 hours) and Assiniboine Credit Union (7.63 hours).



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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