Responsible Banking
Building The Better Bank Material Issues How We Operate Responsible Banking
Economic Value Customer Service Privacy and Data Security Access to Banking Products and Services
Extraordinary Workplace Environmental Leadership Strengthening Communities Reporting
Customer Service
CONVENIENCE: SERVING CUSTOMERS WHERE THEY ARE
The spread of mobile technology is causing a seismic shift in the way the world operates. The mobile-phone market – estimated as 4.1 billion users globally in 2012 – is expected to reach 5.1 billion users globally by 20171
.
For TD, the mobile platform is an increasingly important additional channel through which we enhance our relationship with customers. It has been identified, therefore, as a material issue in this report and is integral to our overall success and ability to compete in this sector.
The bank continued to roll out new products and services in 2014 in response to evolving customer expectations around mobile banking including:
TD Mobile Deposit Integrated into the TD app, it allows eligible personal and business customers to deposit cheques into their bank account by taking a photo with their smartphone or tablet.
Mobile Money Manager TD began work with New York-based Moven on the development of a real-time financial-management tool, designed to help customers keep track of their purchases, thus allowing them to control discretionary spending and save money.
TD Mobile Payment This secure payment solution allows customers to pay for everyday purchases with their smartphones. TD was the first bank in Canada to offer a mobile payment solution for a variety of devices on Canada’s three major wireless networks.
TD Insurance App TD also rolled out a separate mobile app for its TD Insurance customers in Canada. A key feature of this app is the accident toolkit, which offers a step-by-step guide to submitting a claim and gives our customers one-click access to important phone numbers.
TD MOBILE TRANSACTIONS JUMPED BY 48% YEAR-OVER-YEAR
+48%
Number of mobile active users Activity (millions) Canada U.S.
2014 2.5 1.7
2013 1.8 1.3
TD was ranked #1 by Comscore for the number of mobile subscribers accessing financial services via their mobile devices.2
Banking for the future TD is working with Communitech, an innovation hub in Waterloo, Ontario, to collaborate with local startups and work alongside innovative companies to explore new technologies for the financial services sector, with a focus on the customer experience.
Lean, creative and experimental, the TD Lab runs like a startup – exploring emerging technology and new customer solutions, recruiting and developing high performing talent and testing the latest design, development and prototyping tools and techniques.
TD 2014 Corporate Responsibility Report Page 19
1
http://www.emarketer.com/Article/Smartphone-Users-Worldwide-Will-Total-175-Billion-2014/1010536 2 Comscore reporting current as of September 30, 2014, based on an audience of approximately 24 million Canadian mobile subscribers above the age of 13.
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