Customers


Workplace


Environment


Engaging Stakeholders: The Art & Science of Listening


lis.ten verb


1. Give one’s attention


It’s not always easy to listen to what others say about you, but it’s important that you do. As our vision is to be The Better Bank, it’s critical that we not only hear what stakeholders are saying, but also respond and improve. Here are the many ways TD listens to feedback from our stakeholders.


A summary of customer feedback received in three months through TD’s social media channels.


atm best long


problem enjoy experience friendly complaint great helpful insurance kids simple location


#lovemyjob #tdbank worst account fees coin better switching chair close


customer hate debit


love manager mobile mortgage nice


open right staff TD bad team thanks travel


trust visa waiting Ways We Interact Customers


• Customer satisfaction surveys by phone, online email and focus groups


• Mechanism for handling complaints


• TD Ombudsman • Consumer associations


Employees • Employee


satisfaction surveys


• Focus groups and HR meetings


• Workplace health and safety committees


• Intranet comment engine


• Employee Ombudsman


Shareholders and Investors


• Annual shareholder meeting and quarterly earnings call


• Shareholder proposals • Dedicated Shareholder Relations team for retail investors


• Periodic meetings with investors on results, TD’s strategy and outlook


• Dedicated website for Investor Relations


• Respond to investor queries via e-mail, phone calls and webcasts


TD 2013 Corporate Responsibility Report Industry


Government • Government


Relations team for Canada and the U.S.


• Ongoing dialogue with regulators and policy-makers


Suppliers


• Emails monitored by Strategic Sourcing


Associations


• Industry association memberships, such as the Canadian Bankers Association


• Memberships with various multi- stakeholder groups


• Participation in financial centre bodies


Communities


• Community Relations team for Canada, the U.S and the U.K.


• Meetings, phone calls, emails and focus groups


• Dedicated website for some community programs


• TD Friends of the Environment


Foundation chapters


Non-Governmental Organizations


• Open-door policy • Meetings, phone calls and face-to-face consultation


• Funding research projects


• Conferences and forums


Communities


How We Operate


9


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