TD Bank likely stood out due to the service quality of its branches and its strong checking account offerings and digital banking services:
to bring predictive AI to its mobile app in order to better anticipate customer needs and nudge them toward making good financial decisions.
These upgrades to TD's mobile channel combine with a US branch count that has remained relatively steady, from 1,238 locations as of July 31, 2019, to 1,241 locations as of October 31, 2019. The result is a well-rounded banking offering that provides for customers who prefer to handle their banking through digital channels as well as more branch-oriented clients.
But it may want to consider making mobile enhancements an even greater focus going forward to maintain or even grow its customer satisfaction lead. Despite topping J.D. Power's ranking, TD Bank performed poorly in Business Insider Intelligence's 2019 Mobile Banking Competitive Edge , taking 18th place out of 20 banks in terms of offering mobile banking features in demand with consumers; this was one spot lower than its ranking in 2018.
This makes its customer satisfaction win particularly impressive and suggests that if TD takes an aggressive approach to offering more of the mobile banking features US consumers want in 2020, it could rack up an even higher customer satisfaction score, giving it a strong chance to hold onto its J.D. Power lead in 2020., Business Insider Intelligence's expert product suite tailored for today's decision-makers in the financial services industry, delivered to your inbox 6x a week.
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