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2012 Scorecard Material Topic Goal

Customer Experience

Improve Customer Experience Index (CEI) and Customer WOW! Index (CWI) scores.

Did not meet Made progress

Be Customer-Focused

Fully achieved » More detail

2012 Target CEI: TD Canada Trust = 34.6 (target 35.1)

CWI: TD Bank = 39.1 (target 33.7) CEI: TD Wealth = 17.5 (target 16) CEI: TD Insurance = 17.2 (target 11)

Resolve customer complaints fairly and quickly.

• Reduce the time to resolve customer complaints (TD Canada Trust)

• Reduce number of escalated complaints referred to ADR Chambers Banking Ombuds Office (Canada).

• Resolve 80% of escalated customer com- plaints coming into the Chairman’s Service Centre within three days (U.S.).

Economic Uncertainty

Access to Banking

Support Canadian customers through TD Helps.

Improve the accessibility of our customer-facing locations and the products and services we offer.

Diversity & Inclusion

Financial Literacy

Be recognized as the bank of choice by diverse communities.

Improve access to clear product information.

• Continue to provide financing options to support Canadian customers facing tough times.

• Provide free interpreting assistance for over 200 languages to non-English-speaking customers.

• Continue to enhance service for customers with disabilities.

• Maintain leadership position as the bank of choice for new immigrant, South Asian, Chinese, black and LGBT communities.

• Launch TD Helps – an online platform to provide answers from financial experts.

• Provide free seminars on money management topics.

• Simplify product information.

Rating Comments

• While slightly below target, the CEI scores for TD Canada Trust increased from 33.4 in 2011.

2013 Targets: • TD Canada Trust – 35.4; TD Bank – 40.0; TD Wealth – 20.2; TD Insurance – 21.0

• Complaint handling time reduced by 1 day. • 13% reduction achieved. 2012 Challenges • 99% resolution achieved. »

• 43,467 customers were granted TD Helps financing options.

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• Interpretation program piloted across Canada.

• New training for employees on “Supporting Customers with Disabilities.”

• According to latest research studies, TD is positioned as a leader in many diverse communities.

• Launch completed with high engagement. Service will be expanded to the U.S. in 2013.

• TD provided hundreds of free seminars and workshops in 2012.

• We introduced an easy-to-read, one-page description of checking fees in the U.S.

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» Continued impacts of economic conditions on customers and businesses.

» Operating in a low-interest-rate environment.

» Implementation of Iran sanctions. 2012 Context

Consumer trust in the global financial services industry in many parts of the world continues to be low. The key consumer concerns are pricing and operating ethics, very likely driven by global news on the banking industry. While TD is one of the most respected banks, we remain very conscious that we must strive to earn our customers’ respect every day.

+ Globescan Survey (PDF) »

2012 Business Highlights

• Continued leadership on customer service.

• We opened 65 new retail locations across North America.

• The TD Mobile app is used by over one million customers.

• Acquisition of MBNA credit card business in Canada.

• Planned acquisition of Target credit card business in U.S. (2013).

TD 2012 Corporate Responsibility Report