National Bank Discount Brokerage again ranked tops for customer service

Montreal, 16 February 2004 - 

National Bank Discount Brokerage (NBDB) has once taken top honours for the quality of its customer service according to a Dalbar survey of Canadian discount brokerage firms.

Despite frenzied markets and heavy trading, NBDB succeeded in maintaining high standards of quality, which earned it yet another award, this time a first-place ranking for customer service for the past three months.

"We are very proud of our standing," stated NBDB President, Yves Breton. "With close to 30% of the Quebec market, we recently reviewed and finetuned our work processes to continue offering our customers superior service given increased market activity. NBDB did not garner this recognition by chance," he added, "but on the strength of its customer-driven corporate culture and its dedicated team of employees."

Between November 30, 2003 and January 30, 2004, Dalbar surveyed the seven main brokerage houses in Canada to evaluate their representatives in terms of their professional attitude, speed of response to customers, pro-activity in providing information, overall knowledge, and ability to provide quality information. The other areas in which NBDB distinguished itself were telephone access and e-mails.

Dalbar is a research firm that specializes in financial services. It measures the performance of financial institutions on a number of levels, such as customer satisfaction, quality of service, and effectiveness of communication.

About the National Bank

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 customers elsewhere in the world. The National Bank offers a full array of banking services, including 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 more than $82 billion in assets 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.

Information : (the telephone number and e-mail address provided below are for the exclusive use of journalists and other media representatives.)

Denis Dubé
Director – Public Relations
National Bank of Canada
Tel.: (514) 394-8644
E-mail: denis.dube@nbc.ca