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Customers Tweet That Thought


Listening to customers has always been core to a company’s success – but in this digital age, the ways of communicating, the staggering volume of messages and the expectation for an instant reply are radically shifting the landscape.


We want customers to feel comfortable reaching out through social media when they have an issue or concern, and our teams look for opportunities to help. In 2013, we had over 34,000 servicing interactions on social platforms including Twitter, Facebook, blogs and forums.


Workplace


Environment Listening to Thousands of Voices


Social media interactions help us hear what individuals are saying. For stakeholder engagement to drive overall business performance, we use surveys that reach a broader employee and customer population.


Delivering “legendary customer experi- ences” is core to TD’s business strategy. In 2013, we contacted over 700,000 customers to ask for feedback. We want to know if the customer is likely to recommend TD to their friends, family or colleagues based on a recent visit or call.


Customer Experience Performance Targets


TD Canada Trust TD Bank


The results of these surveys form our Customer Experience Index (CEI) in Canada and our Customer WOW! Index (CWI) in the U.S. We use CEI and CWI to help set targets and drive improvement, and the results have a direct impact on all employees’ compensation. As a key driver of performance, we continue to set aggressive internal CEI and CWI targets. We strive to deliver “legendary” experiences for our customers at every interaction and challenge ourselves to deliver beyond industry standards.


Communities


How We Operate Listening to Employees


We also pay attention to the comments and feedback provided by employees. Our people are, and always will be, one of our biggest competitive advantages. So it matters that we attract top talent by creating a great place to work. We track employee engagement through TD Pulse, a company-wide survey that is open to every employee, including those on leave.


» Read more on our 2013 TD Pulse Results


Ways to Reach Us


With teams across TD dedicated to maintaining relationships, we interact with several stakeholder groups on a daily and/or weekly basis, responding to the issues and concerns brought to our attention. If you would like to contact TD with feedback, here are a few ways to reach us:


2010 2011 2012 TD Wealth Management 2013 2010 2011 TD Insurance 2012 2013


Customers: Customer.support@td.com Shareholders: tdsinfo@td.com Investors: tdir@td.com Suppliers: tdsource@td.com Community groups:


td.communitygiving@td.com Feedback on this report: crreport@td.com


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TD 2013 Corporate Responsibility Report


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