Bank cops award for 2nd consecutive year

Scotiabank has received the #1 ranking in the J.D. Power 2021 Canada Online Banking Satisfaction Study for the second year in a row.

In addition to ranking first in Online Banking, Scotiabank was also recognised with the #1 spot in the J.D. Power 2021 Canada Credit Card Mobile App Satisfaction Study. In making the announcement yesterday (June 10), Scotiabank said its industry-leading position is being driven by its commitment to delivering exceptional customer experience, and its focus on delivering fast, easy-to-use and secure online banking services.

Scotiabank secured the industry-leading position in online banking as a result of its industry leading navigation and speed.

Commenting on its number one stop, Dan Rees, Group Head of Canadian Banking at Scotiabank remarked that, “for the second year in a row, Scotiabank’s commitment to delivering a leading customer experience across all of our banking channels, is showcased through the J.D. Power’s Online Banking award win… . Our teams continue to put our customers first, delivering best-in-class digital solutions to support our Canadian households and businesses.”

For his part, Shawn Rose, Executive Vice President and Chief Digital Officer for Scotiabank, said: “We’re delighted that once again our customers have ranked our online banking experience as #1 in Canada. This top ranking in both online satisfaction and mobile credit card app satisfaction speaks to the Bank’s focus on truly transforming the way we serve our customers through digital platforms. I couldn’t be prouder of our teams across the Bank that helped us achieve this win.”

J.D. Power 2021 Online Banking Satisfaction Study

The J.D. Power 2021 Online Banking Satisfaction Study surveyed 1,784 online banking customers in Canada from March 1, 2021 to April 5, 2021. The study evaluated online banking satisfaction with the five major Canadian banks across four factors (navigation, visual appeal, speed and information/content).

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years.

The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies. J.D. Power is headquartered in Troy, Michigan, and has offices in North America, Europe and Asia Pacific.

Scotiabank is a leading bank in the Americas with a team of approximately 90,000 employees and assets of approximately $1.1 trillion (as at April 30, 2021).