DALBAR Announces HSBC InvestDirect Ranks #1, Capturing 2012 Service Award TORONTO, Jan. 15, 2013 (GLOBE NEWSWIRE) -- Today DALBAR released the 2012 winner of the annual Direct Brokerage Service Award. HSBC InvestDirect captured the top rank, outpacing the field in customer service in 2012 in the direct brokerage industry. This is the first year that HSBC InvestDirect has earned this award. Key Honours go to RBC Direct Investing, which finished in the first quartile in DALBAR's year end rankings. This past year saw the top ranking firms continuing to refine the client experience, with representatives engaging clients in detailed discussions. Possessing an in-depth knowledge of inventory and services, as well as delivering this information in a professional yet approachable manner were all observed as drivers of client satisfaction with the firm. An increased effort to truly understand the client's situation was observed, as opposed to basic ask/answer exchanges. Establishing this rapport during client interactions will be key for firms looking to climb in the rankings. Other firms who performed above the industry average include National Bank Direct Brokerage and BMO InvestorLine. "In an industry that is very price sensitive, we applaud those leaders who are able to still offer the highest value of service to their clients. This is an important defense mechanism in keeping assets intact and clients satisfied," said Anita Lo, Vice-President at DALBAR. The Service Award is based on systematic testing of customer service throughout the year.Driven by client preference measurements, DALBAR conducts thousands of rigorous tests each year evaluating a company's quality of performance in product and procedural knowledge, professionalism, ease of doing business and their ability to deepen relationships with clients.Companies that exceed a variety of industry benchmarks after one year of testing earn the DALBAR Service Award. Top Direct Brokerage Companies Rank Company Score (of 10) (out of 100) 1 HSBC InvestDirect 78.54 2 RBC Direct Investing Inc. 77.17 For interviews and questions concerning the rankings and trends, or to participate in the 2013 programs, please contact Michelle Slute at 416.777.1103 ext 227. About DALBAR Inc.: As the world's premier financial services strategy and operations research firm, DALBAR, Inc. helps leading enterprises develop, build, and operate strong businesses that deliver sustained shareholder value growth.DALBAR's proprietary business design techniques, combined with its specialized industry knowledge and behavioural research expertise, enable companies to anticipate changes in customer priorities and the competitive environment, and then design their businesses and improve operations to seize opportunities created by those changes.The firm serves clients in the Americas and Europe. The DALBAR, Inc. logo is available at http://www.globenewswire.com/newsroom/prs/?pkgid=12501 CONTACT: For all news media enquiries, please contact: Michelle Slute 416-777-1103, ext 227 firstname.lastname@example.org www.dalbar.ca DALBAR, Inc. 111 Gordon Baker Road, Suite 400 Toronto, ON M2H 3R1 DALBAR, Inc. Logo
DALBAR Announces HSBC InvestDirect Ranks #1, Capturing 2012 Service Award
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