Customer Experience Comparison Across 5 Major Canadian Banks: Credit Cards

The comparison was performed in the retail branches between the hours of 12 pm and 2 pm on a weekday (See note 1 below). This was done to examine the banking experience free of additional customer volume interruption and possible teller fatigue following a long shift. The 5 major Canadian retail banks were compared: TD Canada Trust, RBC Royal Bank, Scotiabank, CIBC and BMO. To eliminate possible differences resulting from customer service at different areas, all the branches visited were in close proximity to one another. Finally, the teller at each of the 5 banks was approached with the same request and follow-up questions: “Hi, I am interested in signing up for a credit card. Could you please tell me about your credit card offerings.” Customer Experience Comparison Across 5 Major Canadian Banks: Credit Cards - this diagram visually depicts one of the common business frameworks, used by leaders to develop company strategy, tactics, models and approaches in an effort to enhance operations, marketing, develop new products and improve company competitive position..

Customer Experience Comparison Across 5 Major Canadian Banks: Credit Cards