TORONTO, ON — February 22, 2016 — BMO Bank of Montreal and Qtrade Investor provide the best customer service experience amongst Canadian banking and self-direct brokerage firms, according to a yearlong study conducted in 2015 by Toronto-based research and business intelligence firm Surviscor.
The Service Level Assessment (SLA) program, now in its 11th year, analyzed 170 ‘mystery shopper’ service enquiries, per firm, sent between January 1st, 2015 and December 31st, 2015 to over forty Canadian digital banking and self-direct brokerage firms. Surviscor calculates a monthly peer-based Service Level Index using the average response time to service enquiries for each firm while tracking every detail of the correspondence during the calendar year.
The complete rankings can be found at www.surviscor.com. For further information regarding the results, including reporting, the ongoing SLA program and accessing the data, contact Surviscor at results@surviscor.com.