Qtrade Investor named the top self-direct Brokerage Firm for Customer Service in Canada

TORONTO, Feb. 24, 2016 /CNW/ - Qtrade Investor provides the best customer service experience amongst Canadian self-direct brokerage firms, according to a 2015 yearlong study conducted by Canadian research and business intelligence firm Surviscor. The complete rankings and firm service level index scores are:

Qtrade Investor


Desjardins Online Brokerage


Scotia iTRADE


Credential Direct


HSBC InvestDirect


BMO InvestorLine


Virtual Brokers


Laurentian Bank Discount Brokerage


TD Direct Investing


National Bank Direct Brokerage


CIBC Investor's Edge


Jitney Trade




RBC Direct Investing


"In general, the self-direct brokerage industry had a disappointing year after many strong years of impressive average response times," said Glenn LaCoste, President and CEO of The Surviscor Group of Companies. "The brokerage industry is slow to introduce the various contact methods including live chat and the newer social media outlets. Qtrade Investor should be commended for its continued success servicing its clients as it has dominated the brokerage industry over the past five years," added LaCoste.

"We are honored by this endorsement, which reflects our drive to continually improve in every area that truly matters to self-managed investors," said Catherine Wood, Qtrade Financial Group's Senior VP and Head of Online Brokerage. "We believe in empowering online investors with industry-leading tools and resources and competitive pricing, along with outstanding customer service that is fast, accurate and knowledgeable."

The Service Level Assessment (SLA) program, now in its 11th year, analyzed 170 'mystery shopper' service enquiries, per firm, sent between January 1st, 2015 and December 31st, 2015 to over forty Canadian digital banking and self-direct brokerage firms. Surviscor calculates a monthly peer-based Service Level Index using the average response time to service enquiries for each firm while tracking every detail of the correspondence during the calendar year.

Information on any of these firms and the 2015 banking and credit union results can be found at www.surviscor.com. For further information regarding the results, including the ongoing SLA program and accessing the data, contact Surviscor at results@surviscor.com or by phone at 1-866-299-7267.

About Surviscor Inc.

Surviscor Inc. is a Canadian leader in the analysis and ranking of Canadian digital services offered to retail consumers. Surviscor produces seasonal feature and functionality audits, including its prominent Online Discount Brokerage, Online Banking, Mobile Brokerage and Mobile Banking scorCards. All studies and analyses serve as industry benchmarks for consumers and industry participants by identifying services and digital offerings considered to be leading-edge as compared to the industry standard.

SOURCE Surviscor Inc.

For further information: Surviscor Inc., Mr. LaCoste, President, (416) 993-1246 mobile or 1-866-299-7267, results@surviscor.com, www.surviscor.com


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