January 22, 2013 14:11 ET
TORONTO, ONTARIO--(Marketwire - Jan. 22, 2013) - TD Waterhouse and BMO Bank of Montreal have been awarded top honours in Surviscor's 2012 Customer Email Responsiveness (CER) review. TD Waterhouse won for the third straight year in the competitive online brokerage industry segment with a CER score of 85% and an average response time slightly above 2 hours. BMO Bank of Montreal is the new online banking industry winner, which includes both Canadian banks and credit unions, with a CER score of 96% and an average response time below 4 hours. The review analyzes over 180 'mystery shopper' emails sent between January 1st, 2012 and December 31st, 2012 to forty-five Canadian financial services firms.
Surviscor tracks all correspondence with the firms, including the time to respond, the availability of auto-responses and performance of the stated response guidelines, the details of the email dialogue and the validity of the answer provided. "The top firms in the brokerage industry are providing near immediate responses during business hours" said Glenn LaCoste, President of Surviscor. "The same cannot be said in the banking industry where few firms are managing to respond in less than four hours" added LaCoste. The brokerage industry's top five firms respond on average in three and a half hours while banking's top five is slightly below seven hours. The individual 2012 CER results are available at online brokerage and online banking.
Surviscor is currently piloting a social media campaign that will be introduced into the CER Program in 2013, recognizing the need to review the customer service levels in the growing social media industry.
For further information regarding the results, the CER Program, online access to the email records and industry data, reporting or the social media pilot project, please contact Glenn LaCoste at email@example.com or visit www.surviscor.com to learn more about Surviscor.
About Surviscor Inc.
Surviscor Inc. is a Canadian leader in the analysis and ranking of Canadian online services offered to retail consumers. Surviscor produces seasonal feature and functionality audits, including its prominent Online Brokerage, Online Banking and Mobile Banking scorCards. All studies and analyses serve as industry benchmarks for consumers and industry participants by identifying online offerings considered to be leading-edge as compared to the industry standard.
Surviscor Inc.Glenn LaCosteinfo@surviscor.comwww.surviscor.com
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