TD Bank - Nice

Financial Services in the US

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TD Bank overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Look at TD Bank go. The company grew its Overall Effort Score consistently all through 2024 and has now posted a +2 wave-on-wave increase for Q1 2025, too.

Three of the four pillars increased this wave, with ’Style of Communication’ and ‘Valuing the Customer’ being particular drivers.

Our advice to TD Bank would be to look at how quickly they are resolving their customers’ problems as 'Speed of Resolving Problems' was the only pillar to drop off this wave, dragged down by customers who say they were left on hold for a long time.

Style of Communication

last quarter

56% say the politeness of their customer service agents is 'excellent'

47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

50% rate the expertise of the customer service agent as 'excellent'

50% say the way details were clearly explained to them was 'excellent'

52% rate how well the customer service agent understood their particular problem or question as 'excellent'

Undertanding & Valuing the Customer

last quarter

51% rate this brand as 'excellent' for how they made them feel valued/important as a customer

47% say the range of solutions or options that were suitable was "excellent"

66% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem

last quarter

48% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

49% rate how they were able to speak to a customer service agent that can help them with their query as 'excellent'

57% say they made it ‘very easy’ to achieve what they set out to do