Customers of CIBC have the best mobile banking experience in the current Canadian digital banking landscape according to a new report.
Surviscor’s 2019 Canadian Mobile Banking scorCard Review saw CIBC return to top ranking having been overtaken in 2018 by Scotiabank, which slipped back to 11th place this year.
CIBC’s 92% score was closely followed by Tangerine on 90% and RBC at 88%.
The scorCard methodology measured 2600 objective usage-related questions over 300 experience related criteria divided into 23 sub-categories and 5 main categories.
Usage of mobile banking apps is growing especially for everyday banking and payments and also often allow customers to check mortgage and other loan balances and communicate with their lender.
"Our concern is that the firms are relying too much on presentation features at the expense of functionality, something Canadians should pay attention to as Canadians are very fortunate to have some of the best financial service firms in the world and so many choices to consider,” said Glenn LaCoste, President of Surviscor Inc.
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2018 Mobile |
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|
1 |
CIBC |
92% |
|
2 |
Tangerine |
90% |
|
3 |
RBC Royal Bank |
88% |
|
4 |
National Bank |
79% |
|
5 |
Coast Capital Savings |
79% |
|
6 |
Desjardins |
71% |
|
7 |
TD Canada Trust |
68% |
|
8 |
Simplii Financial |
68% |
|
9 |
BMO Bank of Montreal |
68% |
|
10 |
Conexus Credit Union |
67% |
|
11 |
Scotiabank |
66% |
|
12 |
Meridian Credit Union |
58% |
|
13 |
motusbank |
58% |
|
14 |
ATB Financial |
57% |
|
15 |
Alterna Bank |
55% |
|
16 |
Vancity |
54% |
|
17 |
EQ Bank |
52% |
|
18 |
Manulife Bank |
51% |
|
19 |
Blueshore Financial |
51% |
|
20 |
Alterna Savings |
48% |
|
21 |
Motive Financial |
43% |
|
22 |
HSBC Canada |
33% |
|
23 |
Laurentian Bank |
18% |
