All financial institutions are invited to apply for the DALBAR Telephone Service Seal of Excellence. The audit encompasses all aspects of a customer service interaction, and offers insight into the service delivered. The Seal of Excellence is earned when service levels at the firm meet or exceed the stringent benchmarks in each of the key areas of measurement. Random sampling of service over the calendar year allows accurate representation of the contact centre’s quality of service. Interactions are evaluated by highly trained analysts with the aid of over 150 attributes, providing a uniform process to evaluate interactions with a high […] Read more
These days, there isn’t much you can’t do digitally. Practically every type of essential service or product can be obtained with a few clicks of a mouse. As technology continues to evolve, the march towards complete digitalization forges ahead in nearly every industry, including the financial services space. Which increasingly leaves a number of financial institutions asking the question: “Do we really need physical branches?”
Surprisingly, the answer to that question appears to be “yes.” Despite living in an age of computerized convenience, people still place a great deal of value on face to face interaction, especially when it has to […] Read more
FÉRIQUE Investment Services is a not-for-profit corporation with a mandate to serve engineers, their families and their businesses in Quebec. Clients are offered quality investment advice, and a full complement of account types required for sound financial planning. FÉRIQUE Investment Services maintains client centric focus, providing objective advice, and personalized support. More than a business principal, their team embodies this dedication in the day to day telephone service offered by their Advisory Services Team. DALBAR is pleased to award FÉRIQUE Investment Services the 2018 Telephone Service Seal of Excellence.
FÉRIQUE Investment Services has established a team with a depth and […] Read more
It’s no surprise that savvy shoppers often take to the internet to search for the best deal. In the age of information, it’s never been easier to shop around, compare prices, read customer reviews, and make an informed decision before taking the plunge on a product. And when it comes to major purchases such as a mortgage, this type of information-rich retail landscape tends to gain even more appeal. As a result, mortgage rate comparison sites have entered into the game, offering mortgage seekers a near-instantaneous and comprehensive view of various mortgage rates in your area.
However, not all comparison sites […] Read more
Buying a home is probably one of the most significant purchases you can make. After all, it’s a large investment of time, resources, and most importantly, funds. With affordability coming in at the top of the list for many prospective homeowners, getting the best deal on your mortgage has become that much more important. And the question of whether or not you get an incredible bargain often comes down to one simple thing: effective negotiation.
It’s also critical to note that the landscape of mortgage negotiation has fundamentally changed. In the age of instant information, customers have more options than ever […] Read more
Direct brokerages succeed when their clients succeed. When complicated issues arise, investors want a competent and engaged human on the other side of the phone to help solve their problems. Despite the increasing capability and function of online platforms, the traditional contact centre remains a critical service for supporting customers.
Questrade prides itself on its contact centre team, which has been trained with in-depth product knowledge and expertise, and to always go above and beyond to provide customers with relevant solutions to help them with their investing goals.
DALBAR is pleased to award Questrade the 2018 Telephone Service Seal of Excellence. Questrade chose DALBAR to independently audit the […] Read more
Housing is a hot topic for many consumers across the country. With housing prices in many markets pushing, and sometimes exceeding, the limits of affordability, saving money on mortgages is more important now than it has ever been for anyone with a mortgage or anyone thinking about getting one.
While hunting for a mortgage can feel overwhelming, the good news is that it doesn’t have to be. Yes, getting the right kind of mortgage does take time and effort, but, if saving money and getting a good deal are your thing, then you’ll want to keep reading.
There are lots of great resources for consumers on how to shop […] Read more
Direct brokerages are constantly competing to win over increasingly demanding and savvy self-directed investors. While the lowest fees or slick new platform features grab the headlines, when complicated issues arise, having a competent and engaged human being to talk to goes a long way. The traditional contact centre remains a critical service channel for direct brokerages.
DALBAR is pleased to award HSBC InvestDirect the 2018 Telephone Service Seal of Excellence. HSBC InvestDirect chose DALBAR to independently audit the quality of its contact centre interactions with direct brokerage investors. These interactions were evaluated throughout the year against detailed criteria covering all aspects of the customer experience. In order to qualify for […] Read more
For many Canadians in major markets such as Toronto or Vancouver, housing affordability is a hot button issue. In response to escalating house prices and levels of consumer lending, the Government of Canada in 2018 implemented the B-20 stress tests, which required banks to test a borrower’s ability to make mortgage payments at 200 basis points (2%) above their mortgage rate.
While there has been a noticeable slowdown in housing sales, there’s another sector of the lending ecosystem which has benefited greatly from the B-20 stress tests: private mortgage lenders.
According to data from the Bank of Canada in November 2018, private lenders in Toronto have seen an increase in the […] Read more
We asked everybody last week about their poor service experiences and you guys certainly voiced your opinions! Now we’d like to share some of those results with you…
A lot of people are not getting good food service! Restaurants, beverage/coffee shop, & fast food accounted for over a THIRD of all surveyed complaints. Other industries receiving a lot of complaints:
Financial services Grocery stores Big Box Retailers (e.g. Best Buy, Walmart)
Most encounters with poor service are in-person
Top three service complaints are:
Rudeness (53%) Slow service (41%) Product/service did not meet expectations (38%)
Clearly many organizations are not living up to your expectations of service!
We’d like to thank you for your honest feedback. […] Read more