Canadian Retail Banking Ratings

2011 Canadian Retail Banking Customer Satisfaction Study

Overall Satisfaction: This score is based on how customers rate their overall experience with their current primary financial institution. Close Product Offerings: This score is based on how customers rate the variety of services available, ease of making account changes, effectiveness of communication regarding products/services, competitiveness of interest rates and innovation of new services offered for their primary financial institution. Close Facility: This score is based on how customers rate their Primary Financial Institution on hours of operation, number /proximity of branches, ease of accessing the branch (e.g., convenient parking) and the appearance of the branch facility. Close Account Information: This score is based on how customers rate their Primary Financial Institution on timeliness of account updates, clarity, ease and usefulness of the account information. Close