TD Waterhouse and BMO Bank of Montreal Named Top Customer

TD Waterhouse and BMO Bank of Montreal Named Top Customer Service
Firms in Canada by Surviscor 
TORONTO, ONTARIO -- (Marketwire) -- 01/22/13 -- 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
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 or visit to learn more about
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 LaCoste
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