HOW WE OPERATE RESPONSIBLE BANKING WORKPLACE ENVIRONMENT COMMUNITY GOVERNANCE
Customer Service (continued) SPOTLIGHT
Going mobile to enhance the customer experience
At TD, mobility is a key enabler of our commitment to let customers bank on their own terms – when, where, and how they want. As people become more comfortable conducting their lives on mobile devices, they expect TD to be digitally fluent and able to confidently interact with them. And that’s exactly the path we’re on.
We pride ourselves on leading the way in mobile banking, and have invested in innovations such as:
• TD Mobile Deposit – cheque deposit via smartphone photo • TD Mobile Payment – pay for purchases using a smartphone • TD Insurance App – quickly submit claims • The new redesign of our smartphone app and the innovative Apple Watch™1 • Customer service via SMS text messaging
Problem Resolution Effective handling of customer complaints is another essential element of good customer service. We empower our employees to take care of their customers and make calls about how to handle problems. Our technology collaboration tools allow employees dealing with a customer issue to have that customer’s history and previous experience at their fingertips, enabling faster, more consistent service and problem-solving.
When problems do arise, we strive to respond quickly, get the problem fixed and address the root cause. If an issue is more complex, TD provides a transparent, easy-to-follow escalation process that is outlined on our website. This process enables customers to file a complaint regarding a potential violation of a code or commitment through the TD Office of the Ombudsman (Canada) or the Chairman’s Service Center (U.S.).
• In Canada, 13% more complaints required investigation by the TD Office of the Ombudsman in 2015. Despite the increase in complaint volume, almost 90% of customers did not escalate their complaint further.
• In the U.S., 8.8% more complaints were escalated to our Chairman’s Service Center. TD Bank resolved 98% of escalated customer problems.
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• Becoming the first bank to offer a dedicated Social Customer Service team on Twitter and Facebook
• In 2016, TD became the first bank in the world to offer customer service through Facebook Messenger
TD mobile transactions jumped by 37% year over year 1 Apple, the Apple logo, Apple Watch, iPhone, iPad, Apple Pay and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries.
• In 2015, we launched a new application i-Sight to support problem resolution by helping identify and prioritize the key friction points for our customers so we can fix them.
• We also leverage speech analytics in our telephone banking system to understand root causes of issues and use those findings to improve how we operate.
Top Complaints of 2015 Processing errors Decisions on claims Fraud escalations
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