Customers Customer Satisfaction


Problem Resolution


In 2013 we made customer problem resolution improvement a bank-wide priority. A team including representatives of all customer-facing areas of the bank and the TD Ombudsman created a simple framework for resolving customer problems based on a thorough review of best


Goals 2013 Goal Resolve customer complaints fairly and quickly.


a) Reduce the time to resolve customer complaints (TD Canada Trust)


b) Resolve 98% of escalated customer complaints coming into the Chairman’s Service Center within three days (U.S.).


Complaint handling time remained the same year-over-year.


98% resolution achieved. Continue into 2014. Continue into 2014. Rating 2013 Result 2014 Goal


practices and customer needs. When problems arise, we strive to respond quickly, solve them by consistently doing the right thing for our customers and work to understand and address the root causes.


Workplace


Environment


Communities


How We Operate


24


Headline Performance


Percentage of escalated problems resolved by the TD Ombudsman Office within 90 days.


100


20 40 60 80


0 2011 2012 2013


U.S.: The Chairman’s Service Center seeks to resolve 98% of escalated customer problems within three days.


100


20 40 60 80


0 2011 2012 2013


“The manager apologized for the situation and invited to me to speak to his team about what happened. He said they need to learn to prevent it from happening again in the future. I can very much appreciate that.”


Mr. Randi Altschul,TD Bank customer and local businessman in New Jersey


TD 2013 Corporate Responsibility Report


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92  |  Page 93  |  Page 94  |  Page 95  |  Page 96  |  Page 97  |  Page 98  |  Page 99  |  Page 100  |  Page 101  |  Page 102  |  Page 103  |  Page 104  |  Page 105  |  Page 106  |  Page 107  |  Page 108  |  Page 109  |  Page 110  |  Page 111  |  Page 112  |  Page 113  |  Page 114  |  Page 115  |  Page 116  |  Page 117  |  Page 118