Canadian Retail Banking Ratings

2009 Canadian Retail Banking Customer Satisfaction Study

Overall Experience: This score is based on how customers rate their Primary Financial Institution overall. Close Account Set-up and Product Offerings: This score is based on how customers rate their Primary Financial Institution on ease of opening an account, ease of making changes, service innovation, product/service variety, communication re products/services, interest rates for loans/mortgages and competitiveness of interest rates. Close Fees: This score is based on how customers rate their Primary Financial Institution on cost of account maintenance, overdraft fees, cheque order fees, cashier's cheques/money order fees, services fees (e.g., for travelers cheques, certified cheques and exchange rates) and fairness of fees and service charges. 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