TORONTO, Jan. 18, 2012 /CNW/ - Today DALBAR released the 2011 winner of
the annual Service Award. RBC Direct Investing emerged as the leader in customer service in 2011 in the discount
brokerage industry. This also marks the fifth consecutive year that RBC Direct Investing has earned this award. Key Honours go to HSBC InvestDirect, which finished in the first quartile in DALBAR's year end rankings.
For over a decade, DALBAR has conducted rigorous testing of service
delivery and identified the firms that were found to lead their peers
in client service after a full year of testing. In a tough year full
of challenges, these award-winning firms maintained a degree of
consistency in the level of client engagement, with representatives
moving away from basic question and answer exchanges with clients to
more in-depth discussions. DALBAR continues to observe an
ever-increasing focus on gathering assets, although agents across the
industry struggled at times with delivering product and service
"Congratulations go out to the team at RBC Direct Investing and those
at RBC who are responsible for ensuring that their clients are being
well-served. They have demonstrated time and again that their business
model makes superior customer service a very high priority," said
Michelle Slute, Director Client Relations & Communications at DALBAR.
"DALBAR has observed continuous improvement by all direct brokerages in
the telephone service for their clients, and we expect to see higher
service levels demonstrated across the industry on a more consistent
basis in 2012," she added.
The Service Award is based on systematic testing of customer service
throughout the year. Driven by client preference measurements, DALBAR
conducts thousands of rigorous tests each year evaluating a company's
quality of performance in product and procedural knowledge,
professionalism, ease of doing business and their ability to deepen
relationships with clients. Companies that exceed a variety of
industry benchmarks after one year of testing earn the DALBAR Service
Top Discount Brokerage Companies
(out of 100)
RBC Direct Investing Inc.
For interviews and questions concerning the rankings and trends, or to
participate in the 2011 programs please contact Michelle Slute at
416.777.1103 ext 227.
About DALBAR Inc.: As the world's premier financial services strategy and operations
research firm, DALBAR, Inc. helps leading enterprises develop, build,
and operate strong businesses that deliver sustained shareholder value
growth. DALBAR's proprietary business design techniques, combined with
its specialized industry knowledge and behavioural research expertise,
enable companies to anticipate changes in customer priorities and the
competitive environment, and then design their businesses and improve
operations to seize opportunities created by those changes. The firm
serves clients in the Americas and Europe.
SOURCE Dalbar, Inc.
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