Qtrade Investor named top online brokerage for customer service in Canada
VANCOUVER, B.C., February 29, 2016 — Qtrade Investor was the leader in customer service among Canadian online brokers in 2015, according to the results of a yearlong mystery shopping program conducted by research and business intelligence firm Surviscor.
Surviscor's Service Level Assessment program, now in its eleventh year, indicated that Qtrade responds more efficiently to service enquiries than the bank-owned brokerages. This year marks a return to first place overall for Qtrade Investor, which has consistently been a top performer in the annual assessment. Qtrade achieved first place rankings for 2013 and 2012.
"The results indicate that Qtrade Investor clients are well served with efficient customer service," said Glenn LaCoste, President of Surviscor. "Qtrade should be commended for its consistent ability to provide industry leading service," he added.
"We are honored by the results of this assessment, which reflect 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."
According to Surviscor, the Service Level Assessment program analyzed 170 'mystery shopper' service enquiries, per firm, sent between January 1 and December 31, 2015 to over forty Canadian self-directed brokerage and digital banking 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. The complete brokerage rankings can be found at www.surviscor.com.
About Qtrade Investor
Qtrade Investor is the award-winning online brokerage division of Qtrade Securities Inc., Member of the Canadian Investor Protection Fund. Qtrade Securities is a wholly owned subsidiary of Qtrade Financial Group, a national, award-winning, integrated financial services company, which is a member of Desjardins Group, Canada's largest and the world's fifth largest cooperative financial group. For more information, visit www.qtrade.ca/investor.
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