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How We Operate
22 PR5
Goals and Targets 2013 Goal
Improve Customer Experience Index (CEI) and Customer WOW! Index (CWI) scores.
Rating 2013 Result
CEI: TD Canada Trust 33.8 (2012: 34.6) CWI: TD Bank 39.9 (2012: 39.1) CEI: TD Wealth 16.6% (2012: 17.5) CEI: TD Insurance 18.8% (2012: 17.2)
2014 Target 36.1 41.0 22.0 20.0
2013 Initiatives to Improve Service and Convenience Cross-Border Banking
As more Canadians are choosing to winter, shop, travel or get an education in the U.S., TD has responded by delivering comfortable banking on a North American scale. Our research shows that there has been a significant increase in the number of Canadians making transactions in U.S. dollars – from 28% in 2007 to 59% in 2013.
We have developed convenient cross-border banking services to make it easier for customers to complete their financial transactions in Canadian or U.S. dollars, with a debit card or credit card, online, at an ATM or in person at a branch. TD is the only North American bank currently offering customers a full suite of functional- ity including moving money across the border free of charge and reaching a Cross-Border Banking specialist 24/7/365 for assistance.
ATM Upgrades
By the end of 2015, all ATMs across Canada will accept envelope-free deposits and allow customers to see images of scanned cheques on the receipt following a transaction. View the video.
Coin Counters
We built on the success of TD Bank’s Penny Arcade coin-counting service in the U.S. by installing more than 350 automatic coin-counter machines in branches across Canada. With no fee to use for TD personal customers, the Canadian machines also process coin donations to selected charities.
Customers can now enjoy the added convenience of coin counters in our Canadian branches and U.S. stores.
TD 2013 Corporate Responsibility Report
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