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By: Dennis Campbell and Brent Kazan. Abstract The case illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In , in a banking market where consumers and regulators were typically hostile to mergers and acquisitions, Canada's fifth largest commercial bank, Toronto-Dominion Bank TD Bank , undertook a merger with a relatively small trust company, Canada Trust, which was known for exceptional customer service. To assuage the concerns of regulators, consumer groups, and newly acquired customers, TD Bank made several public pronouncements promising to maintain Canada Trust's high customer service standards and to deliver a "comfortable banking" experience. Chris Armstrong, executive vice president and chief marketing officer, was now faced with the task of defining the comfortable banking model and consistently delivering on these promises. Armstrong and his team undertake a systematic analysis of the drivers of customer satisfaction and branch network profitability and, based on the results, must decide how to change TD-Canada Trust's branch compensation and performance reporting systems to consistently, and profitably, deliver a "comfortable banking" experience.

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Campbell, Dennis, and Brent Kazan. There is NO access fee to use EasyWeb to view your account balances and activity. For more information about personal fees, click here. Get started. To accept or reject analytics cookies, turn on JavaScript in your browser settings and reload this page. TD Bank Group is not responsible for the content of the third-party sites hyperlinked from this page, nor do they guarantee or endorse the information, recommendations, products or services offered on third party sites. Check out our convenient banking options to help you grow and manage your money. Find out what to do if you suspect fraud, and learn how to keep your accounts and identity more secure. Ask a TD advisor and get the advice you need. Tea Party protests United States; c. Check your financial health. Print this page.

Security Guarantee. Start learning about the Canadian banking system, the immigration process and what you could expect when you arrive.

In , in a banking market where consumers and regulators were typically hostile to mergers and acquisitions, Canada's fifth largest commercial bank, Toronto-Dominion Bank TD Bank , undertook a merger with a relatively small trust company, Canada Trust, which was known for exceptional customer service. Explore mortgage options. Retrieved 15 March Read through our articles, videos, and tools with helpful information for everyday banking, borrowing, saving and financial planning needs. Cut to the new dynamic TD end frame with the green chair. Ask Us. EasyWeb is secure. Our digital tools are safe and secure, and help make everyday banking easy. There is NO access fee to use EasyWeb to view your account balances and activity. About The Author. Your deposits may be insurable by the Canada Deposit Insurance Corporation. We're thanking customers who are making a difference in their communities. Suggest new definition. Companies House does not verify the accuracy of the information filed link opens a new window. Learn more Learn more.