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TD CANADA TRUST

When the going gets tough... TD Canada Trust ranks highest in customer satisfaction among big 5 retail banks for fourth year in a row, according to J.D. Power and Associates

3 minute read
By TD Bank Group
• Aug. 13, 2009
- In an economically challenging year for many, customers rate TD Canada Trust as leader in most categories, including facility/convenience, fees, account set-up and offerings, account information and transaction experiences TORONTO, Aug. 13 /CNW/ - TD Canada Trust ranked highest in customer satisfaction according to the J.D. Power and Associates 2009 Canadian Retail Banking Customer Satisfaction Study. J.D. Power and Associates announced today that customers have rated TD Canada Trust highest in satisfaction among the big five Canadian retail banks for the fourth year in a row. The study, which was conducted in two waves in March and June of 2009, measures customer satisfaction within retail banking through six factors: transaction experience, account information, account setup/offerings, facility/convenience, fees and problem resolution. According to the study, TD Canada Trust was the leader in five of six categories. "We're honoured to receive this recognition, especially in a year that has been a difficult one for many people. When times get tough, customer service is sometimes the first thing to slip but our employees made sure that didn't happen. Instead, they pulled out the stops to help as many people as they could, both in ordinary everyday ways, and in ways that demonstrated real compassion for the hardship many of our customers have experienced," said Tim Hockey, Group Head Canadian Banking, President and CEO, TD Canada Trust. TD Canada Trust led the major banks in five of six customer satisfaction drivers, including: - Transaction Experiences - Account Set-up and Offerings - Account Information - Convenience/Facility - Fees "At TD we've always been focused on providing great customer service. It's the reason we have the longest hours in the country; it's why we continue to expand our branch network to more locations across Canada every year; it's why we continue to introduce innovative products and solutions to help customers; and it's why we work hard to make sure our employees have the best tools, training and ability to serve our customers, whether it's online, over the phone, or at a branch," added Hockey. "Receiving the J.D. Power and Associates award for the fourth year in a row feels amazing and it just makes us want to do even better next year." Earlier this year, TD Bank won the 2009 J.D. Power and Associates Award for the mid-Atlantic region in the U.S. About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. About TD Bank Financial Group The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Financial Group. TD Bank Financial Group is the sixth largest bank in North America by branches and serves approximately 17 million customers in four key businesses operating in a number of locations in key financial centres around the globe: Canadian Personal and Commercial Banking, including TD Canada Trust and TD Insurance; Wealth Management, including TD Waterhouse and an investment in TD Ameritrade; U.S. Personal and Commercial Banking through TD Banknorth and TD Bank, America's Most Convenient Bank; and Wholesale Banking, including TD Securities. TD Bank Financial Group also ranks among the world's leading online financial services firms, with more than 5.5 million online customers. TD Bank Financial Group had $575 billion in assets on April 30, 2009. The Toronto-Dominion Bank trades under the symbol "TD" on the Toronto and New York Stock Exchanges. For further information: Kelly Hechler, Corporate and Public Affairs, TD Bank Financial Group, (416) 982-2469, kelly.hechler@td.com

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