2008 Performance Scorecard

What we said in last year’s report, and how we measured up.

Item	Priorities for 2008 Identified in Last Year's Report	2008 Results	Self-Rating
Customer research	Expand new Customer Experience Index (CEI) survey tool to wealth business in Canada and TD Bank’s retail and online operations in the U.S.	Expanded CEI to wealth business in Canada Piloted CWI to Legacy Commerce Stores and WOW! (Mystery Shop) Program for Customer Integration Activities (e.g., Accommodation Banking)
Customer protection	Implement the Canadian government’s updated anti-money laundering regulations, helping to ensure the safety and security of Canada’s financial system.	Incorporated the updated government regulations Continued to maintain strong systems and practices to safeguard customers and clients and their data
Accessibility	Continue to increase the accessibility of branches and corporate offices for persons with disabilities, targeting over 60 office locations in Canada as part of ongoing retrofitting, with the goal of 100% completion by 2010.	Completed 211 retrofit projects at retail branches and investment centres Invested $1.16 million to retrofit 39 corporate offices across Canada
Accessibility	Increase awareness of available customer service offerings in place to meet the needs of customers with disabilities.	Ran a successful online campaign highlighting our accessibility services Displayed accessibility posters in all TD Canada Trust branches Promoted customer accessibility features through our participation in events such as Mayfest and People In Motion
Canadian banking	Expand on our industry-leading customer service and convenience through continued investments in longer branch hours, new branches, employee training and development programs, and new sales and underwriting tools. Continue to develop relationships with more Canadians and deepen relationships with our existing customers and clients.	Expanded our retail branch presence and industry-leading branch hours in Canada, adding 30 new branches and 70 new automated banking machines to our service network Achieved Customer Experience score of 26.1% (target 24.2) Invested $55.9 million in Canada in employee training and development
Wealth Management	Improve new client asset growth by increasing the number of client-facing advisors through competitive hiring and training programs for new and experienced advisors.	Added 130 client-facing advisors to our advisory businesses TD Mutual Funds increased its market share to 8.44% from 7.89% in 2007
U.S. banking	Continue to deliver customer service that is above and beyond customer expectations.	Expanded our retail presence and industry-leading hours, adding 29 new branches/stores and extending hours at over 200 branches/stores Expanded our ATM (automated teller machine) network and 24/7 call center service to all our customers from Maine to Florida
U.S. banking	Prepare and execute a transition plan for the operational merger of TD Banknorth and Commerce.	Completed the rebranding of both legacy organizations to TD Bank, America’s Most Convenient Bank in Mid-Atlantic, Metro D.C. and Florida markets Launched Accommodation Banking from Maine to Florida, providing customers with the ability to process day-to-day banking transactions in more than 1,000 stores regardless of their heritage bank (TD Banknorth or Commerce) Launched simplified retail and business products across our operations

KEY: Achieved Made progress x Made little progress or not achieved

Other 2008 Highlights

J.D. Power and Associates ranked TD Canada Trust Highest in Customer Satisfaction Among the Big Five Retail Banks for the third year in a row. In the U.S., they named TD Bank, America’s Most Convenient Bank, Highest in Customer Satisfaction with Retail Banking in the Mid-Atlantic Region for the second consecutive year, and Highest in Customer Satisfaction for Small Business Banking, two years in a row.*
TD Canada Trust received its fourth consecutive Synovate Best Banking award for Customer Service Excellence among the Big 5 Banks.
TD Waterhouse U.K. won Best Share Dealing Provider for the third year running and Best Online Share Dealing Provider for the first time at the Your Money Direct Awards, which recognize excellence in financial products and service.
See the Awards section for more.