RBC Ranked Highest in Customer Satisfaction among Mobile Banking Apps

RBC takes top honours in J.D. Power Canadian Retail Banking study for second year

RBC is proud to be acknowledged with two top consumer rankings from J.D. Power today. Thanks to our clients and employees, RBC received the award for ‘Highest in Customer Satisfaction Among the Big Five Retail Banks’ for the second year in a row in the Canadian Retail Banking Satisfaction Study, and also attained the ranking of ‘Highest in Customer Satisfaction Among Canadian Mobile Banking Apps’ in the inaugural Canadian Banking Mobile App Satisfaction Study.

“We’re honoured with this dual recognition because it comes from our clients and tells us we are providing the exceptional customer experience they expect and deserve, whenever and wherever they choose,” said Neil McLaughlin, Group Head, Personal and Commercial Banking at RBC. “We believe that the future of banking lies in the seamless integration of strong personal relationships with innovative digital capabilities, where we put our clients at the centre of everything we do.”

Based on feedback collected directly from thousands of Canadian consumers, the Canadian Retail Banking Satisfaction Study measures seven key factors, ranging from Self-Service to Communications. RBC performed well in all categories, most notably in Personal Service, Products and Communications, reinforcing the strength of the RBC team and the collective focus on delivering an exceptional client experience.

New this year, the Canadian Banking Mobile App Satisfaction Study measured overall satisfaction with mobile banking apps based on five key factors, ranging from appearance to availability of key information. Advancing mobile solutions is part of RBC’s focus on providing relevant, secure and convenient solutions to clients, as mobile customer activations continue to increase at a significant rate. RBC has seen an increase of more than 20 per cent in active mobile users over the past year, a clear indication that more Canadians are using the RBC Mobile app whenever and wherever they want.

“I’d like to thank our employees for their commitment to always putting our clients’ needs first,” added Mr. McLaughlin. “Whether assisting clients in branches and contact centres, developing the best digital experiences or supporting colleagues on a daily basis, receiving the highest ranking on customer satisfaction for the second year in a row and the highest ranking on mobile app satisfaction is a direct result of the dedication of each and every RBC employee.”