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National Bank Discount Brokerage: Tops in customer service
Montreal, 3 February 2003 - For the fourth quarter in a row, Dalbar has ranked National Bank Discount Brokerage in first place, tied with another brokerage firm, for the quality of its customer service. Dalbar is a highly regarded research firm whose main purpose is to evaluate discount brokerages in Canada based on a number of pre-established criteria in terms of service provided over the telephone and via e-mail.
The Dalbar study, conducted between October 10 and November 29, 2002, essentially measured the quality of customer service offered by the seven main brokerage houses in Canada. When calls were monitored, National Bank Discount Brokerage was found to have consistently distinguished itself on the following points:
- representatives' quick response time to customers' calls;
- their pleasant, professional attitude to customers;
- their pro-activity in informing customers of the various options available to them;
- their overall knowledge of products, services and markets;
- their ability to provide quality information.
"Accurate, complete information provided by a representative who is well acquainted with all the products and services instantly inspires trust in a company." stated Yves G. Breton, President of National Bank Discount Brokerage. "Offering top-notch service to our customers has always been – and will continue to be – as much a priority at National Bank Discount Brokerage as it is at the National Bank."
Dalbar is a research firm that specializes in financial services. It measures the performance of financial institutions on a number of different levels, such as customer satisfaction, quality of service, and effectiveness of communication.
About National Bank Discount Brokerage
National Bank Discount Brokerage inc. is a wholly owned subsidiary of National Bank of Canada.
About National Bank of Canada
National Bank of Canada is an integrated group which provides comprehensive financial services to consumers, small and medium-sized enterprises and large corporations in its core market, while offering specialized services to its clients elsewhere in the world. The National Bank offers a full array of banking services, including retail, corporate and investment banking. It is an active player on international capital markets and, through its subsidiaries, is involved in securities brokerage, insurance and wealth management as well as mutual fund and retirement plan management. The National Bank has assets of about $75 billion and, together with its subsidiaries, employs over 17,000 people. The Bank's securities are listed on the Toronto Stock Exchange (NA:TSX). For more information, visit the Bank's website at www.nbc.ca.
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Information (the following telephone number and e-mail address are intended solely for the use of journalists and other media representatives):
Denis Dubé
Director of Public Relations
National Bank of Canada
Tel.: (514) 394-8644
E-mail: denis.dube@bnc.ca
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