RBC Direct Investing emerged as the leader in customer service in the discount brokerage industry in 2011, financial services research firm DALBAR Inc. said Wednesday.
This marks the fifth consecutive year that RBC Direct Investing has earned this award.
Key honours also go to HSBC InvestDirect, which finished in the first quartile in DALBAR’s year end rankings.
“Congratulations go out to the team at RBC Direct Investing and those at RBC who are responsible for ensuring that their clients are being well-served. They have demonstrated time and again that their business model makes superior customer service a very high priority,” says Michelle Slute, Toronto-based director client relations & communications at DALBAR.
“DALBAR has observed continuous improvement by all direct brokerages in the telephone service for their clients, and we expect to see higher service levels demonstrated across the industry on a more consistent basis in 2012,” she adds.
The service award is based on systematic testing of customer service throughout the year. Driven by client preference measurements, DALBAR conducts thousands of rigorous tests each year evaluating 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.