A new ranking of Canada’s top customer service brands includes provincial mortgage lender and bank ATB Financial.
The Alberta-based firm makes the top 5% in Forrester’s Canada 2019 Customer Experience Index, ranking 8th. The others in the elite club include Mercedes-Benz, Home Hardware, and Fairmont Hotels & Resorts which is number one.
The index reveals the brands recognized as elite — firms that are in the top 5% of CX quality across industries.
This year’s index shows that there has been some improvement in customer service across but that Canadian brands are still struggling to improve their scores.
Forrester says that emotion is a key focus area for good customer service, having the largest impact on brand loyalty in every industry according to a survey of 60,000 Canadian consumers.