Saskatchewan's Conexus Credit Union provides best service experience amongst Canadian digital banking firms three years in a row according to Surviscor
Saskatchewan-based Conexus Credit Union (Conexus) has once again ranked #1 in providing the best customer service experience amongst Canadian digital banking firms as measured by the 2023 Surviscor Service Level Assessment review. Conexus scored 92%, 25 percentage points higher than Desjardins who ranked second. This is the third consecutive year Conexus has ranked at the top of the ratings. National Bank of Canada was the highest-ranking big bank at 8th.
"Credit union dominance continued in 2022 as it was the sixth straight year that a credit union is the top firm as digital banking service levels continue to trend in the wrong direction and the big banks continue to provide less service despite ongoing record profits," said Glenn LaCoste, President of Surviscor Group. "Congratulations again to Conexus Credit Union on its continued service response excellence and its breadth of service interaction choices for its credit union members and general public," added Mr. LaCoste.
"At Conexus, our members are our number one priority. Their financial well-being drives everything we do – it's not just something we say, but a concept we live by that motivates us to do our very best," said Maggie Sinclair, Chief Growth Officer at Conexus. "We're honoured and proud to be recognized for providing the best service level experience to our members for the last three years and is a true reflection of our employees' commitment to our values and serving our members."
The review, now in its 18th year, analyzes digital service interaction methods and availability at each firm, including both desktop and mobile platforms, and reviewed 147 individual interactions with each firm between January and December 2022 to complete the analysis. The review highlights can be found in Surviscor's Between The Lines blog at https://www.surviscor.com/blog/reviews/canadas-best-and-worst-consumer-banking-customer-service-level-experiences.