Canada

Ranking Canadian Banks’ Cross-Sell Potential – Forrester May 2005

Many Canadians will consider their bank for additional deposit, credit, and investment products, but not all banks’ cross-sell opportunities are created equal. Scotiabank leads the large Canadian banks in cross-sell potential. Higher customer advocacy scores from their customers help distinguish the leaders. To improve advocacy ratings and their cross-sell success, Canadian banks should make operational improvements (especially with cross-channel interactions) and revamp their sales approaches.


This report includes the following figures, available in downloadable PowerPoint and/or Excel spreadsheet format.

Figure 1: Canadians Will Consider Their Banks For Additional Products

Figure 2: More Of Scotiabank’s Customers Will Consider It For Four Or More Products

Figure 3: Scotiabank Has The Highest Cross-Sell Potential Index

Figure 4: Scotiabank And CIBC Lead Other Banks In Customer Advocacy Ratios

Figure 5: Honest Communication Drives Perceptions Of Customer Advocacy