Canadian Treasurer

July 26, 2011

TD Canada Trust highest rated among "Big Five" Canadian retail banks

TORONTO -- TD Canada Trust has received the highest ranking in customer satisfaction, according to the  J.D. Power and Associates 2011 Canadian Retail Banking Customer Satisfaction Study SM, for the sixth year in a row.

"On behalf of all the employees of TD Canada Trust, we are honoured and humbled to be awarded this ranking for the sixth consecutive year," said Tim Hockey, Group Head, Canadian Banking and President and CEO, TD Canada  Trust. "Thank you, merci, to all of our customers for this wonderful recognition."

"We believe our focus on the customer is the reason we've received this honour for six years straight," continued Hockey. "Every year we work hard to raise the bar, whether it's increasing our hours, offering new ways to bank, introducing seven-day banking or accommodating customers in financial difficulty. The fact is we know there is no finish line when it comes to customer service, so we keep aiming to be 'the better bank'."

Customers rated TD   Canada  Trust highest among the Big Five banks in all six categories measured, including facility, fees, product offerings, problem resolution, account information and account activities.

Recent customer service highlights:

  • In addition to offering  EasyWeb  Internet and  EasyLine  telephone banking,  TD mobile app  was the first to offer several new features unique to any Canadian mobile banking application - resulting in more than 1 million downloads, the most of any Canadian bank app.

  • TD has increased branch hours to provide greater flexibility for customers. For instance in the past year, we introduced seven day banking in over 300 branches to work around our customers' busy lives, living up to our promise to provide comfortable banking in the form of great service and convenience.

  • TD continues to open new branches year-after-year, and to be open when and where customers need us.

  • In 2009, during the financial crisis, TD introduced the  TD Helps  program for customers who encountered unexpected financial hardship. The program became a permanent part of how we do business and has assisted many customers, including recent victims of the Slave Lake fires and Manitoba flooding.

  • TD has evolved branch design to welcome customers with more open spaces and fewer offices so customers can easily interact with branch employees. Kiosks are available to bank online; comfortable seats, to relax in before an appointment; children's areas, to keep kids entertained; and free change sorters in many locations.

And TD continues to invest in employee training, tools and measurement to keep improving customer service.

"We'd like to thank our customers for inspiring us to respond to their needs and for rewarding us with their continued loyalty," added Hockey.



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