Two of Canada’s big banks and one asset manager have received accolades from Markham, Ont.-based Dalbar Canada for the customer service they provided for their investment products in 2015.
Toronto-based Bank of Montreal’s mutual fund arm, Montreal-based National Bank Investments Inc. and Toronto-based Franklin Templeton Investments Corp. have all earned the mutual fund service award, according to an announcement from Dalbar released on Wednesday.
Dalbar, a financial services market research firm, also recognized achievements in customer service by discount brokerage service providers. Vancouver-based HSBC Bank Canada, for its HSBC InvestDirect, and Toronto-based Royal Bank of Canada (RBC), for its RBC Direct Investing, were awarded in this category.
“Each of these firms implemented a strong support network for their front line teams,” says Michelle Slute, vice president, research at Dalbar, in a statement. “Providing excellence in service is the focus from senior management through to the teams that support the contact centres.”
The mutual fund service and direct brokerage service awards are based on systematic testing of customer service throughout the year. Factors that are measured include 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 Award, according to the research firm’s announcement.