TD Waterhouse, Desjardins Bank and Steinbach Credit Union Named Top Customer ...
TD Waterhouse, Desjardins Bank and Steinbach Credit Union have been awarded top honours in the 2011 Surviscor Customer Email Responsiveness (CER) annual review.
Toronto, Ontario (PRWEB) February 10, 2012
TD Waterhouse was once again the quickest firm in Canada with an average response time of 4.50 hours per email, slightly higher than 2011, winning the competitive online brokerage industry segment. Desjardins Bank (7.95) dethroned three time winner RBC Royal Bank (11.18) amongst Canadian banks while Steinbach Credit Union (6.73), of Manitoba, won for the best credit union and the lowest banking industry response time. The review was conducted between January 1st, 2011 and December 31st, 2011 and analyzes over forty financial services firms' response times to over 175 'mystery shopper' emails in the 12-month period.
The top industry firms results is as close as the industries come to parity. "Again this year, once you remove the top few firms in each industry segment, the online brokerage industry clearly outperforms its banking counterparts," said Glenn LaCoste, President of Surviscor. "The top ten brokerage firms' average response time is under 10 hours, traditional banks just under 24 hours and the credit unions in the study are 68 hours. It remains clear that the banking and credit union industries, who consistently preach customer service, are clearly in disarray when servicing its general email inbox" added LaCoste. Surviscor has four response level standards, platinum, gold, silver and bronze. No firms were awarded a platinum status for a response time average under 4 hours. Furthermore, 80% of banking and credit union firms could not crack the minimum standard level of 16 hours.