Customers
Workplace
Environment
Communities
How We Operate
21
MATERIAL TOPIC
Customer Satisfaction
Context
• Three years ago we were the first Canadian bank to open branches seven days a week. However, we are well aware that continued success requires us to constantly re-evaluate how our customers define service and convenience in a world of 24/7 banking.
• The number of U.S. households using online banking increased by 17% in the last year alone, and across the U.S. banking industry there has been a 20% reduction in teller visits since 2010.1
Materiality and Strategy
Our strategy is to differentiate TD by delivering legendary customer experiences and unparalleled convenience. We aim for legendary experiences 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 influences how we make decisions at the bank – from the products we create and how we market them to the credit and investment advice we give and the way we resolve problems.
Headline Performance
TD Canada Trust ranked #1 in customer service excellence among the Top Five banks by Synovate.2
TD Bank, America’s Most Convenient Bank®
,
was named Best Big Bank in MONEY’s Best Banks 2013 list.3
TD Bank, America’s Most Convenient Bank, was “Highest in Customer Satisfaction with Small Business Banking in the Northeast Region” by J.D. Power.4
1 2
Source: U.S. Consumer Financial LIfe Survey 2012, FDIC Consumer and Mobile Financial Survey 2012
Rated #1 among Canada’s five major banks for “Overall quality of customer service” by independent market research firm Ipsos (formerly Synovate) from 2005 – 2013. 3 From MONEY Magazine, October 2013©
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 products or services of TD Bank, N.A.
4
TD Bank received the highest numerical score in the northeast region in the proprietary J.D. Power 2013 Small Business Banking Satisfaction StudySM
. Study based on 9,102 total responses,
measuring 10 financial institutions in the northeast region (CT, ME, MA, NH, NJ, NY, PA, RI, VT) and measures opinions of small business customers with annual revenues from $100,000 to $10 million. Proprietary study results are based on experiences and perceptions of customers surveyed in July–August 2013. Your experiences may
vary.Visit
jdpower.com.
TD 2013 Corporate Responsibility Report
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