30 Service and convenience

Our business is primarily “old-fashioned” banking: activities that help people save, invest and buy homes and cars and that help businesses raise money, make acquisitions and grow. To fulfill TD’s promise of a legendary customer experience we strive to exceed

customers’ expectations in service and convenience.

Why legendary? We aim for legendary service because we know that while banking products can be similar, it’s what happens every time a customer interacts with us that can make us stand out. Putting customers first is at the top of our Guiding Principles. It influences decisions from the products we create and how we market them to the credit and investment advice we give and the way we resolve problems.

+ Guiding Principles

TD is honoured to be the only bank ever to have been named the top in customer satisfaction by the J.D. Power and Associates Canadian Retail Banking Customer Satisfaction Study in CanadaSM

, a ranking we’ve held for each

of the last seven years. We have also led Ipsos (formerly Synovate) customer service excellence rankings for financial institutions in Canada in each of the last eight years.

We are continually working to identify more ways to make our services simpler and more convenient for our customers. In 2012, we introduced instant text messaging to send the TD mobile banking app directly to a customer’s phone, making installation easier. We are also providing more training and coaching to ensure our employees understand and feel empowered to deliver the service standards we promise our customers.

+ TD Mobile App

Complaint Resolution: What happens when we don’t get it right?

When problems arise, we strive to respond quickly and solve them by doing the right thing for our customers. In spring 2012 we introduced First Point of Contact training in Canada to increase employee skills in working with customers to understand and resolve their problems. Employees are trained to listen, be empathetic, apologize when mistakes are made and work with the customer to develop an appropriate solution.

+ Problem Resolution Process

In the U.S., we introduced One and Done! which empowers our employees to resolve an issue for a customer without the need to request approval from their management team. We also strive to understand the origins of complaints so we can address the root causes and prevent a recurrence. Escalated complaints are managed by the Chairman’s Service Centre, which seeks to resolve 80% of complaints within three business days.

When complaints are not resolved, customers have the option of contacting the internal TD Office of the Ombudsman in Canada or the Problem Resolution Committee in the U.S. These offices act as independent intermediaries, striving to come to a resolution that is timely, fair and reasonable to both the customer and the bank.

+ Ombudsman Office

Be Customer-Focused

Customers can download the TD app directly from a QR code.

TD 2012 Corporate Responsibility Report