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2020 has been a year like no other – a year where Canadians have truly focused on what matters most. For RBC, that focus is our clients. At a time when many have faced financial challenges, our place – as always – has been by their side. We are honoured to be recognized for our commitment to our clients.

This year, Canadians from all walks of life and across the country were forced to deal with change and uncertainty like never before. People, businesses and even financial institutions had to adapt to a new way of life and quickly pivot to address the new realities that were in front of us – and changing daily.

RBC’s commitment to our clients isn’t new – it’s integral in everything we do and drives us to be better every day. This year, we demonstrated just how strong that commitment is, offering support, advice, relief and a listening ear when our clients needed it most. We offered proactive and authentic outreach and response, and made over a million calls to check in with our clients. We launched products and initiatives to support people and businesses manage their finances, and provided over funding for Canadian small businesses.

RBC receives Customer Service Excellence Award (and 9 others)

Our efforts did not go unnoticed. In the recently released Ipsos 2020 Financial Service Excellence Awards, RBC Royal Bank was honoured with the overall Customer Service Excellence award among the top 5 banks, and received 10 out of 11 awards.

While our work is not motivated by accolades or awards, this recognition is meaningful because it comes from the voices and perspectives of Canadians. Over 48,000 people were surveyed, and their choice of RBC as the bank that stands out most in its service to customers and communities could not make us more proud.

The Awards

RBC Royal Bank received the following awards, either shared or solo:

  • Customer Service Excellence
  • Recommend to Friends or Family
  • Value for Money
  • Values My Business
  • Financial Planning & Advice
  • Branch Service Excellence
  • ATM Banking Excellence
  • Online Banking Excellence
  • Mobile Banking Excellence
  • Live Agent Telephone Banking Excellence

Introduced in 1987, the Customer Service Index (CSI) survey generates the winners of the annual Finance Service Excellence Awards (formerly Best Bank Awards). This year’s awards were based on the combined results of 48,284 completed surveys from the 2020 CSI program year ending September 2020 and are based on a demographically and regionally representative sample of Canadians.