DALBAR CANADA ANNOUNCES ITS 2016 SERVICE AWARD WINNERS IN FINANCIAL SERVICES

DALBAR CANADA ANNOUNCES ITS 2016 SERVICE AWARD WINNERS IN FINANCIAL SERVICES

(Toronto, ON. January 31, 2017) Dalbar released the names of the companies that secured a coveted spot in its 2016 Award Winners Circle (alphabetical order). BMO Mutual Funds, Franklin Templeton Investments, HSBC Invest Direct, RBC Direct Investing.

Dalbar congratulates BMO Mutual Funds and Franklin Templeton Investments for achieving Award Winners Circle status in the Mutual Fund Service program.  Dalbar also recognizes Invesco, Royal Mutual Funds, and TD Investment Services who all performed in the upper quartile in the 2016 syndicated research.

For the Direct Brokerage Service Award, HSBC InvestDirect and RBC Direct Investing both emerged as premier providers in customer service throughout […] Read more

DALBAR Reveals Canadian Banks Missing Opportunities With Mass Affluent Newcomers

DALBAR Reveals Canadian Banks Missing Opportunities With Mass Affluent Newcomers

TORONTO, Sept. 9, 2014 (GLOBE NEWSWIRE) — The last few years has shown a surge in the banks’ approach to new immigrants especially those in the mass affluent category. Products and services have been tailored or newly created to serve immigrants better, and media advertising has echoed the banks’ voices, making themselves known to Newcomers. Today’s banks are fiercely fighting to obtain the loyalty of Newcomers in a saturated market where most Canadians already have established relationships with their institution.

In light of the banks’ pursuit, DALBAR commissioned a BranchMonitor study to see just how well the banks are doing in serving the […] Read more

DALBAR Canada Study Finds Becoming A New Robo-Advisor Client Has Its Challenges

DALBAR Canada Study Finds Becoming A New Robo-Advisor Client Has Its Challenges

(Toronto, ON. September 13, 2016) DALBAR released results for its much anticipated Robo-advisor Onboarding Experience study. Opening a new account is a critical first point of contact between a service provider and a client, DALBAR set out to investigate the onboarding process between a robo-advisor and its new clients. The study reveals some robo-advisors are clearly falling short of peer performance as well as of Canadian investors’ expectations for service in the wealth management space. Key service gaps include:

Funding the account was the biggest challenge facing Canadian robo-advisors.
Several firms encountered serious technical and logistical challenges using live chat effectively.
It can […] Read more

Desjardins, Manulife, and Industrial Alliance earns

Desjardins, Manulife, and Industrial Alliance earns

(Toronto, ON. February 3, 2016) DALBAR announced today the 2015 Seal recipients for Communications Excellence for Defined Contribution Pension Plan (DCPP) statements. Desjardins Financial Security, Manulife Financial and Industrial Alliance (iA) earned above 80 points (out of 100) to emerge as leaders in delivering outstanding statements to DCPP plan members. These firms have produced leading statements that strike an excellent balance between engaging content and effective design.

The Seal for Communications Excellence is derived from DALBAR’S annual Trends & Best Practices in Investor Statements report that evaluates the statement’s ability to address the needs of plan members. Collectively as a group […] Read more

Dalbar Canada Announces Its 2015 Service Award Winners In Financial Services

Dalbar Canada Announces Its 2015 Service Award Winners In Financial Services

Toronto, ON – Wednesday January 20, 2016 – DALBAR released the names of the companies that secured a coveted spot in its 2015 Award Winners Circle (alphabetical order). The DALBAR Direct Brokerage Service Award was earned by HSBC InvestDirect and RBC Direct Investing. For the Mutual Fund Service Award, BMO Mutual Funds, Franklin Templeton Investments and National Bank Investments all emerged as premier providers in customer service throughout 2015.

For two decades in Canada and nearly four decades in the US, DALBAR has conducted rigorous testing of service delivery via its Service Quality Measurement Programs. Each year, DALBAR identifies those financial […] Read more