VANCOUVER, BRITISH COLUMBIA (February 10, 2015) - Credential Direct has been named top online brokerage firm in Canada for customer service according to a year-long mystery shopping program conducted by research and business analysis firm, Surviscor.
In Surviscor’s annual survey of Canadian online brokerage firms for customer service quality and speed, Credential achieved Platinum status for providing the quickest customer service responses. Credential’s customer service quality was also deemed superior, including vastly shorter wait times for agent call-backs and better automated system responses.
“The Canadian brokerage industry continues to improve its response times and dominance over Canadian banking and credit union firms,” said Glenn Lacoste, President of Surviscor. “Credential Direct, on average, responds in less than 2 hours to our emails and should be commended for its efforts as they not only outperform their brokerage peers, they outperform the best banking firm by 4 hours.”
Surviscor analyzed 178 ‘mystery shopper’ service enquiries per firm, assessing average response time in relation to the industry peer group. They tracked the time to respond, performance of automatic responses, and the accuracy of the answer provided.
“At Credential, we consistently strive to deliver the best customer service experience to our partners and customers. This award from Surviscor, recognizing how our customer service outperforms both brokerage and online banking firms, is an affirmation of the high-touch and quality service philosophy we stand by,” stated Credential’s Kim Thompson, Senior Vice President, Advisory Services, Credential. “In a fast paced industry where our clients need service that is quick, as well as accurate and knowledgeable, we are very pleased to be recognized for being the best in delivering that service.”
In addition to topping the customer service standings, Credential Direct is ranked third overall in the 2014 Surviscor Online Discount Brokerage scorCard™. The scorCard, which assesses online features and functionality and service interaction, cited Credential Direct’s “strong account customization, strong fundamental, technical and market research, and aggressive commission schedule for all customers with no ECN fees.”
“We’ve worked hard this past year to introduce new tools and resources, including a transparent, ‘no-strings-attached’ pricing model, all with the vision of making online trading accessible to more Canadians. It’s rewarding that Credential Direct is recognized as the only independent online brokerage in the top three overall rankings,” remarked Doce Tomic, President & CEO, Credential. “I’m particularly proud that our commitment to service has led to Credential’s rise to the top in the customer service rankings.”
About Credential Direct
Established in 2000, Credential Direct is an online brokerage delivering access to self-managed equity, mutual funds, bonds, and options trading to all Canadians. A division of Credential Securities Inc., it offers a comprehensive partnership service to financial firms looking to expand their wealth management offering to include online brokerage. For more information on Credential Direct, visit www.credentialdirect.com.
About Credential Financial Inc.
Credential Financial is a national wealth management firm, with over 20 years of experience in the Canadian financial services industry, offering a full suite of products and services to over 225 organizations and more than 1,300 advisors. Credential and its member companies (Credential Asset Management, Credential Securities, Credential Correspondent Partners, Credential Direct, and Credential Insurance Services) provide MFDA and IIROC dealer services, trading and custodian services, online brokerage, and insurance solutions to credit unions and independent financial institutions across Canada. For more information, visit www.credential.com.
Lisa Chong Senior Manager, Strategic Communications
Credential Financial Inc.