Customers
Workplace
Environment
Communities
How We Operate
19
Be Customer- Focused
MATERIAL TOPICS IN 2013: Customer Experience Access to Banking Financial Education
Headline Performance
TD Canada Trust ranked “Highest in Customer Satisfaction Among the Big Five Retail Banks” for the eighth year in a row.1
TD Bank, America’s Most Convenient Bank®
was named Best Big Bank in MONEY’s Best Banks 2013 list.2
,
TD Helps supported 34,000 Canadians by offering financing options to help individuals regain control of their finances.
Facts and Figures
re.la.tion.ship noun
Strong, positive customer relationships are at the heart of TD’s business, and we are continually defining what it means to meet the needs of our customers. It’s why our first Guiding Principle is to be customer-focused in all of our decision-making and makes us strive to be accessible, inclusive and innovative.
22 million 8 million
customers. online Customers. 7.1 million downloads of the TD app.3
2,495 4,709 60%
branches. ATMs.
increase in mobile transactions.
Trends and Challenges
• The global banking industry is under pressure to adapt quickly to customer needs and deliver multi-channel service and convenience.
• The growing use of smartphones and tablets has led increasing numbers of customers to seek the accessibility of online and mobile banking.
1 TD Canada Trust received the highest numerical score among the big five retail banks in the proprietary J.D. Power and Associates 2006–2013 Canadian Retail Banking Customer Satisfaction StudiesSM 2013. Time Inc. MONEY is a registered trademark of Time Inc. and is used under license. MONEY and Time Inc. are not affiliated with, and do not endorse
.
2013 study based on 21,815 total responses and measures opinions of consumers with their primary banking institution. Proprietary study results are based on experiences and perceptions of consumers surveyed May 2013. Your experiences may vary. Visit
jdpower.com 2 From MONEY Magazine, October 2013© products or services of TD Bank, N.A. As of October 31, 2013
3 TD 2013 Corporate Responsibility Report
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