One online brokerage has been named top online firm in Canada according to a year-long mystery shopping program survey.
One online brokerage has been named top online firm in Canada according to a year-long mystery shopping program survey.
Credential Direct was named as number one for customer service according to the research and business analysis firm, Surviscor.
“The Canadian brokerage industry continues to improve its response times and dominance over Canadian banking and credit union firms,” said Glenn Lacoste, president of Surviscor. “Credential Direct, on average, responds in less than two hours to our emails and should be commended for its efforts as they not only outperform their brokerage peers, they outperform the best banking firm by four hours.”
In Surviscor’s annual survey of Canadian online brokerage firms for customer service quality and speed, Credential achieved Platinum status for providing the quickest customer service responses. Credential’s customer service quality was also deemed superior, including vastly shorter wait times for agent call-backs and better automated system responses.
“At Credential, we consistently strive to deliver the best customer service experience to our partners and customers. This award from Surviscor, recognizing how our customer service outperforms both brokerage and online banking firms, is an affirmation of the high-touch and quality service philosophy we stand by,” said Credential’s Kim Thompson, senior vice president, advisory services, Credential. “In a fast paced industry where our clients need service that is quick, as well as accurate and knowledgeable, we are very pleased to be recognized for being the best in delivering that service.”
Surviscor analyzed 178 ‘mystery shopper’ service enquiries per firm, assessing average response time in relation to the industry peer group. They tracked the time to respond, performance of automatic responses, and the accuracy of the answer provided.
In addition to topping the customer service standings, Credential Direct is ranked third overall in the 2014 Surviscor Online Discount Brokerage scorCard. The scorCard, which assesses online features and functionality and service interaction, cited Credential Direct’s “strong account customization, strong fundamental, technical and market research, and aggressive commission schedule for all customers with no ECN fees.”
Credential Direct was named as number one for customer service according to the research and business analysis firm, Surviscor.
“The Canadian brokerage industry continues to improve its response times and dominance over Canadian banking and credit union firms,” said Glenn Lacoste, president of Surviscor. “Credential Direct, on average, responds in less than two hours to our emails and should be commended for its efforts as they not only outperform their brokerage peers, they outperform the best banking firm by four hours.”
In Surviscor’s annual survey of Canadian online brokerage firms for customer service quality and speed, Credential achieved Platinum status for providing the quickest customer service responses. Credential’s customer service quality was also deemed superior, including vastly shorter wait times for agent call-backs and better automated system responses.
“At Credential, we consistently strive to deliver the best customer service experience to our partners and customers. This award from Surviscor, recognizing how our customer service outperforms both brokerage and online banking firms, is an affirmation of the high-touch and quality service philosophy we stand by,” said Credential’s Kim Thompson, senior vice president, advisory services, Credential. “In a fast paced industry where our clients need service that is quick, as well as accurate and knowledgeable, we are very pleased to be recognized for being the best in delivering that service.”
Surviscor analyzed 178 ‘mystery shopper’ service enquiries per firm, assessing average response time in relation to the industry peer group. They tracked the time to respond, performance of automatic responses, and the accuracy of the answer provided.
In addition to topping the customer service standings, Credential Direct is ranked third overall in the 2014 Surviscor Online Discount Brokerage scorCard. The scorCard, which assesses online features and functionality and service interaction, cited Credential Direct’s “strong account customization, strong fundamental, technical and market research, and aggressive commission schedule for all customers with no ECN fees.”
