Skip Header Navigation

About RBC > Media Newsroom > News Releases > RBC ranked highest in customer satisfaction among Mobile Banking Apps and the Canadian Big Five banks

RBC ranked highest in customer satisfaction among Mobile Banking Apps and the Canadian Big Five banks

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


TORONTO, July 13, 2017 - 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.”

About RBC
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have approximately 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 35 other countries. For more information, please visit

RBC helps communities prosper, supporting a broad range of community initiatives through donations, community investments and employee volunteer activities. For more information please see:

Retail Banking:
RBC Royal Bank received the highest numerical score among the big five retail banks in the J.D. Power 2016-2017 Canadian Retail Banking Customer Satisfaction Studies. 2017 study based on 13,229 total responses from 5 big five retail bank, measuring the opinions of consumers with their primary financial institution, surveyed March-April 2017.  Your experiences may vary.  Visit

Canadian Mobile Banking: RBC Royal Bank received the highest numerical score among Mobile Banking Apps in the J.D. Power 2017 Canadian Mobile Banking App Study, based on 1,602 total responses from 5 companies in the segment measuring experiences and perceptions of customers, surveyed April-May 2017. Your experiences may vary.  Visit

- 30 -

For more information, please contact:
Shauna Cook, RBC, 416-974-4826