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:
- Call centre management;
- Marketing Managers - How are prospective clients being handled?;
- Business Leaders - Likely the same experience internally with real clients;
- 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:
- All text wording transmitted between 'mystery shopper' and industry firm
- Date and Time of the transmission - Consistent for all firms
- Date and Time of the actual response to the question
- Accuracy of the actual response
- Date and Time of a firm's Auto-Response - If used
- 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:
- Platinum - Less than 2 hours
- Gold - 2 to 4 hours
- Silver - 4 to 8 hours
- Bronze - 8 to 12 hours
For the second consecutive year,Â Qtrade Investor is the leader in customer serviceÂ 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.
|2||Desjardins Online Brokerage||81%|
|4||RBC Direct Investing||71%|
|6||TD Direct Investing||50%|
|10||National Bank Direct Brokerage||23%|
|12||CIBC Investor's Edge||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 scoreÂ for theÂ fourth straightÂ year while DesjardinsÂ provides the best average response time,Â 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.
|1||BMO Bank of Montreal||95%|
|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%|
|10||National Bank of Canada||59%|
|12||Conexus Credit Union||53%|
|13||Alterna Financial Group||46%|
|16||Coast Capital Savings||30%|
|18||Pace Credit Union||26%|
|20||Servus Credit Union||22%|
|22||Laurentian Bank of Canada||16%|
|24||First Calgary Financial||11%|
|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).