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Motive Financial

Online Experience Signal Customer Service Signal Mobile Experience Signal

Below Average Firm

Poor: > 1 day

Below Average Firm


2016 Online Banking Review 2017 Mobile Banking Review
Score: 56% Score: 42%
Rank: 13th Rank: 16th
18 Firms Reviewed 17 Firms Reviewed
Surviscor Assessment:
Getting Started
 C-
Service Level Assessment
 F
Mobile Accessibility
 C
Website Usability
 C-
Account Support
 D+
Website Transactions
 C
Website Resources
 D-
Rates and Fees
 A
Surviscor Assessment:
iPhone Experience
 D
iPad Experience
 C-+
Android Smartphone Experience
 C-
Android Tablet Experience
 C-
Online Highlights
  • Top-tier rates and fees
  • Account can be opened across Canada with NO branch visit
Mobile Highlights
  • Alert management
  • Calculators
Commentary
  • Poor customer service responsiveness
  • Canadian Direct Financial, a division of First West Bank, relies on an antiquated design that is the same as all of the credit unions in the review that lacks the usability features that larger banks and independent banks provide.  
Commentary
  • LMissing mobile deposits

Banking Rankings

CIBC provides the best overall mobile banking services in Canada as determined in the 2017 Surviscor Canadian Mobile Banking scorCard™, a comprehensive, objective annual assessment of mobile features and functionality at major Canadian banking institutions. Five new firms were added in 2017. National Bank of Canada, a past winner moved into second while Scotiabank slipped into third.

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1 CIBC 91%
2 National Bank of Canada 88%
3 Scotiabank 85%
4 Tangerine 75%
5 Desjardins 69%
6 PC Financial 67%
7 RBC Royal Bank 62%
8 Coast Capital Savings 58%
9 Meridian Credit Union 56%
10 ATB Financial 51%
11 TD Canada Trust 50%
12 Vancity 50%
13 Alterna Savings 47%
14 BlueShore Financial 47%
15 BMO Bank of Montreal 46%
16 Motive Financial 42%
17 HSBC 27%

For the fifth time in six years, RBC Royal Bank has been named the best firm for online banking services in Canada. Scotiabank and BMO Bank of Montreal maintained their respective second and third place rankings. Desjardins and TD Canada Trust changed spots in 2016 while CIBC once again finished in fifth. Coast Capital Savings was the top credit union in the review despite its tenth place finish. 

1 RBC Royal Bank 84%
2 Scotiabank 82%
3 BMO Bank of Montreal 78%
4 Desjardins 77%
5 CIBC 76%
6 TD Canada Trust 73%
7 Tangerine 72%
8 National Bank of Canada 65%
9 PC Financial 61%
10 Coast Capital Savings 60%
11 Meridian Credit Union 58%
12 Conexus Credit Union 57%
13 Motive Financial 56%
14 Alterna Savings 55%
15 BlueShore Financial 54%
16 Vancity 54%
17 HSBC 49%
18 Laurentian Bank of Canada 40%

RBC Royal Bank has the most informative and easy to use public website amongst leading online banking institutions in Canada, according to the 2016 Surviscor Online Banking Public Website Review. BMO Bank of Montreal and CIBC rounded out the top 3. The results clearly indicate that the Big Banks are clearly ahead of the Credit Unionc and smaller independent firms.

For more information on any of the firms, including other banking rankings, CLICK on the name of the firm to view its company page.

1 RBC Royal Bank 93%
2 BMO Bank of Montreal 86%
3 CIBC 85%
4 TD Canada Trust 77%
5 Tangerine 65%
6 PC Financial 64%
7 National Bank of Canada 63%
8 Desjardins 61%
9 Scotiabank 60%
10 Coast Capital Savings 59%
11 ATB Financial 57%
12 Alterna Savings 57%
13 First Calgary Financial 54%
14 BlueShore Financial 53%
15 Motive Financial 52%
16 Conexus Credit Union 52%
17 Envision Financial 51%
18 Meridian Credit Union 45%
19 ICICI Bank 35%
20 Vancity 33%
21 Laurentian Bank of Canada 30%
22 Servus Credit Union 30%
23 HSBC 28%
24 Assiniboine Credit Union 27%
25 Pace Credit Union 26%
26 Manulife Bank of Canada 23%
27 Steinbach Credit Union 22%

Service Level Rankings

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.

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 Savings 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 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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