"High Five" for Excellent Customer
Service goes to RBC Direct Investing
Wins Dalbar's annual Direct Brokerage Service Award for fifth straight year
TORONTO, January 18, 2012 — For the fifth year
in a row, RBC Direct Investing ranked as the number one online
brokerage for customer service in Canada, according to the
annual ratings just released by Dalbar Inc.
Dalbar named RBC Direct Investing as the winner of its 2011
Direct Brokerage Service Award, Dalbar's highest form of recognition
for service excellence. RBC Direct Investing has been first
in the annual Dalbar rankings since 2007 and for the past
17 consecutive quarters.
"This achievement clearly distinguishes the RBC team
as the industry leader in service quality," noted Michelle
Slute, director of Client Relations with Dalbar Inc. "This
recognition reflects the unwavering commitment that RBC has
made to delivering excellent service to its clients. Achieving
this distinction consistently over the past five years puts
RBC Direct Investing in a league of its own."
RBC Direct Investing ranked first in both the phone quality
and e-mail categories for both the quarter and the year, as
well as first for the year in all four phone sub-categories
- accommodation of the representative, professionalism, sales
effectiveness and expertise of the representative - to achieve
a 75.8 rating overall, compared to the 69.15 industry average.
"Our entire team remains dedicated to extending our
clients the very best service in Canada," said Jason
Storsley, president and CEO of RBC Direct Investing. "This
past year, we raised the bar for client service with the introduction
of Rep-Assist and we intend to continue to innovate and provide
our clients with an excellent online investing experience
- one that gives them confidence to build the financial future
they want to achieve."
Rep-Assist,
an industry-leading service for self-directed investors, enables
an online investor to phone an RBC Direct Investing representative
and "screen share", to review resources and tools
available on the RBC Direct Investing website
About RBC
Direct Investing
One of Canada's leading online brokerages, RBC Direct Investing
is a wholly owned subsidiary of Royal Bank of Canada. RBC
Direct Investing provides innovative
tools and resources for investors who prefer to manage
all or a portion of their investment portfolio. Clients have
online access to their investments 24/7 and can choose from
a broad range of investment products including stocks, bonds,
exchange-traded funds, GICs, and thousands of mutual funds.
Online Practice
Accounts and Rep-Assist
screen sharing, together with comprehensive learning resources,
help give new online investors the confidence they need to
get started. For new as well as seasoned investors who wish
to speak to someone directly, RBC Direct Investing has an
award winning team of investment services representatives
available to respond to clients' customer service, account
and trading inquiries. RBC Direct Investing is a member of
The Canadian Investor Protection Fund.
About Dalbar Inc.
As the world's premier financial services strategy and operations
research firm, Dalbar Inc. helps leading enterprises develop,
build, and operate strong businesses that deliver sustained
shareholder value growth. Dalbar's proprietary business design
techniques, combined with its specialized industry knowledge
and behavioural research expertise, enable companies to anticipate
changes in customer priorities and the competitive environment,
and then design their businesses and improve operations to
seize opportunities created by those changes. The firm serves
clients in the Americas and Europe.
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For more information, please contact:
Kathy Bevan, RBC
Corporate Communications, (416) 974-2727
Caitlin Holwell,
RBC Media Relations, (416) 974-2685
Michelle Slute, Client
Relations, Dalbar Inc., (416) 777-1103 ext. 227
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