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
CONTACT: For all news media enquiries, please contact:
416-777-1103, ext 227
111 Gordon Baker Road, Suite 400
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