CIBC Mellon is Canada’s highest-rated transfer agent. Or so says a survey of services provided to issuers and registered shareholders conducted by Group Five, a consulting and corporate services research firm.
CIBC Mellon achieved top ranking in “overall satisfaction” and exceeded the Canadian industry average in account management; shareholder services; record-keeping; stock transfer; and dividend disbursements. CIBC Mellon’s shareholder service ratings improved 11 per cent on 2001 while stock transfer service jumped 8per cent on last year. CIBC Mellon’s overall score in client satisfaction of 84 per cent exceeded the industry average of 78 per cent.
CIBC Mellon says what pleased it most was the results for account manager responsiveness and accessibility, at 90 per cent and 89 per cent respectively. “We are very pleased to have obtained a superior client service satisfaction rating,” said Thomas C. MacMillan, president and chief executive officer, CIBC Mellon. “It is a testament to the concerted effort of our team to maintain exemplary customer service and to our investment in new product developments and technologies to support our clients’ needs.”
CIBC Mellon says its call centre team also received top marks. Its representatives were rated 9 per cent above the industry average in the category measuring knowledge levels of its clients and 14 per cent above the industry average in the category measuring the level of follow through on shareholders requests.
More than 325 companies, representing about 6 million registered shareholders, participated in the survey which evaluates the services provided by Canadian transfer agents. The annual shareholder services survey by Group Five measures satisfaction in six major services provided by shareholder services firms. These are: account management, stock transfer, record keeping, dividend disbursements, dividend reinvestment plans services, and service to shareowners. In addition the study evaluates proxy support, the cost of services and out-of-pocket expenses and corporate loyalty to service providers.