Qtrade Investor named top online brokerage for customer service in Canada for second year in a row
VANCOUVER, B.C., February 1, 2017 — Qtrade Investor was the leader in customer service among all Canadian online brokers in 2016, by a wide margin, according to research and business intelligence firm Surviscor.
It's the second consecutive year that Qtrade emerged as the top firm in Surviscor's Service Level Assessment Review, which deploys a year-long mystery shopping program to assess the efficiency and accuracy of brokerages' responses to service enquiries. According to the results, in 2016, Qtrade Investor responded on average within two hours, which was five hours better than its nearest online brokerage competitor.
Qtrade has consistently been a top performer in Surviscor's annual service review, which is now in its 12th year. Qtrade also achieved first place rankings for 2013 and 2012.
"Qtrade Investor should be commended for its dominance in the self-directed brokerage industry and its commitment to exceptional service levels," said Glenn LaCoste, President of Surviscor.
"At Qtrade Investor we follow a 'customer first' philosophy and it's gratifying to be recognized for delivering the best customer service among Canada's online brokerages," said Catherine Wood, Senior VP and Head of Online Brokerage, Insurance, Product and Marketing with Qtrade Financial Group, the parent company of Qtrade Investor. "Our team works hard to empower self-managed investors to reach their financial goals with industry-leading tools and resources, competitive pricing, and fast, knowledgeable and accurate customer service."
This latest recognition for Qtrade Investor follows two major honours announced in December 2016: Qtrade Investor was rated the top online brokerage in Surviscor's annual Canadian Online Discount Brokerage Review, a comprehensive assessment of the online service, features and functionality of Canada's online discount brokerage providers; Qtrade also claimed first place in the annual ranking of online brokers by The Globe and Mail.
According to Surviscor, the Service Level Assessment Review analyzed over 170 'mystery shopper' service enquiries, per firm, sent between January 1 and December 31, 2016 to over 40 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. For more information, visit www.qtrade.ca/investor.
About Qtrade Financial Group
Qtrade Financial Group is a national, integrated financial services company, with over $13.5 billion in assets. Qtrade Financial Group provides online brokerage services to individual investors along with full-service brokerage, wealth and investment management platforms and services, custodial services, introducing broker services, and insurance solutions to meet the diverse needs of over 150 financial institutions, as well as their members and clients, across Canada. Qtrade's partners include credit unions, banks, trust companies, insurance companies, investment dealers, portfolio managers and financial planning firms. Qtrade is backed by Desjardins Group, the leading cooperative financial group in Canada and the sixth largest cooperative financial group in the world. More information is available at www.qtrade.ca.
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