Problem resolution had the greatest decline, while other factors such as lack of convenience and issues around products and fees contributed to the industry-wide drop, it said.
Banks need to better work on problem-solving and communication with their clients, especially as more interactions had taken place online over the last year, said
Mortgage deferrals, changes to RRSP or TFSA accounts and other interactions
“Nearly four in 10 customers have been financially affected by the pandemic. The subsequent financial insecurity leads to lower trust and satisfaction," Cabell said.
The drop in satisfaction was most apparent with
The trend was at odds with its
It said RBC was the highest-rated large bank for customer satisfaction for the second year in a row, while Tangerine was the highest-rated mid-size bank for the tenth consecutive year.
This report by
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