Customer surveys
An important way we measure how satisfied our customers are is through ongoing research. Customer research allows us to tap into our customers' satisfaction and expectations of TD so we know where we're excelling and where improvement is needed.

We have a variety of research methods in place, two of which are:

• Voice of the Customer research. This helps us to measure what matters to consumers and the "drivers" that influence their opinions.
• Customer Experience Index (CEI). The CEI (formerly called the Customer Service Index) is used to monitor service quality in our retail banking and wealth businesses. The results are used to drive improvement within individual branches, offices and electronic channels. Annual targets are set linking customer experience scores to retail employee compensation.

Customer complaint process
Customer feedback is not just about hearing the good news. There are times we don't get it right or customers have concerns. Listening and responding to complaints helps us get better - and reflects an approach to treating customers with respect.

TD has a formal Customer Problem Resolution Process in place to ensure that complaints are received and addressed in a consistent and comfortable way. Most customer problems are resolved at the first point of contact. If that isn't possible, the issue is elevated to a senior officer.

If it is still unresolved, customers can contact the TD Office of the Ombudsman. TD's Ombudsman acts as an independent intermediary between customers and TD, striving to resolve all problems fairly and impartially.