The competitive landscape is tightening for financial service websites and the client’s demands are becoming increasingly more sophisticated.  By providing outstanding online services to investors, RBC Direct Investing ranked first quartile in 11 of the 12 months tested.  RBC Direct Investing received the highest score for online satisfaction for their web-based transactions according to our 2008 survey.  BMO InvestorLine was proactive in asking for the business, which earned them a spot in the first quartile in the overall year to date ranking.

Rounding up the top 3 Direct Brokerage Firms for service levels in Canada were:

In the Performance Evaluation of Mutual Fund Service (PEMFS) program, DALBAR recognizes BMO Mutual Funds for taking the top spot in the English Program, and earning the Service Award for the 3rd consecutive year.  By providing outstanding service to investors, BMO Mutual Funds ranked first quartile in each of the 12 months tested.

Franklin Templeton Investment Corp., over the last number of years, has earned Key Honours and been the top ranked Advisor Distributed firm in the English Program.  The consistency of the level of service provided in 2008 has resulted in the Franklin Templeton Investments Corp. team vying with the BMO Mutual Funds team and earning top honour, the 2008 Service Award.

DALBAR recognizes BMO Mutual Funds for taking the top spot in the French Program for the 3rd consecutive year, earning the 2008 Service Award.  Recipients of the Key Honour Award for the French PEMFS program include National Bank of Canada who is achieving Key Honours for the 2nd consecutive year, and Scotia Securities Inc.  Franklin Templeton Investments Corp., who are also recipients of the Key Honour award for the second year in a row are the leading Advisor Distributed firm for the 4th consecutive year in French stream.

Rounding up the top 5 Mutual Fund Companies Service Levels in Canada on the English Program were:

Rounding up the top 5 Mutual Fund Companies Service Levels in Canada on the French Program were:

The Direct Brokerage Sales Effectiveness program is the external measurement of call centre service quality to a direct brokerage investor.

The Performance Evaluation of Mutual Fund Service is the external measurement of call centre service quality to a mutual fund investor.

For interviews and questions concerning the rankings and trends, or to participate in the 2009 programs please contact Jody Bullen at 416.777.1103 ext 225.