Brand analysis
TD Bank’s decline down the Financial Services in the US table continues. The brand ranks ninth after losing -3 points in its Overall Effort Score, a far cry from joint fifth, where it ranked Q1 2025.
Unfortunately, all four component pillars are down wave on wave too. Knowledge & Expertise is down by -5, Style of Communication by -4, and Speed of Resolving Problems and Valuing the Customer are both down by -3 apiece.
TD Bank says it ‘deploys AI as a complement to our colleagues’ capabilities’. The brand’s strategy is to become America’s most digitally convenient bank.
However, only 49% of its customers rate how easy it was to find the information they wanted on the website/app as 'excellent’, indicating more needs to be done to drive its Customer Effort scores.
