Employee Feedback
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Measuring Employee Engagement
We track employee engagement through TD Pulse, a company-wide internal survey conducted twice a year and open to every employee, including those on leave, in all countries of operation. The surveys are managed by an independent third party, with a participation rate of 86% of our global workforce.
In addition to the list of survey questions, we ask employees to tell us “two things TD could do to make this a better place to work.” In 2011, the most common suggestions related to upgrading technology, career development opportunities, flexible work options and compensation.
Entry and exit surveys are used to better understand how employees rate their experience of joining TD or choosing to leave. Newly hired employees are asked to rate TD on the hiring and recruiting process and if they felt supported during the first few months on the job.
Through all of these surveys, common feedback, issues or trends are used to identify opportunities and guide future improvements to the employee experience.
Additional Channels
We listen to employees and gather feedback in a variety of ways, ranging from surveys, one-on-one discussions, meetings with executives, and 360° feedback to managers, to HR/employee meetings, town halls and cross-country road shows.
For employees who may not be comfortable speaking directly with their manager or human resources, the following options are available to help address issues or concerns:
- Employee Ombuds Office: Offering employees a safe place to be heard, with confidential, neutral, off-the-record assistance on work-related issues.
- The Employee Complaint Resolution Process: Clearly defined and easily accessible through our intranet, the process ensures that the complaint is formally documented, received by the right people and handled quickly without fear of reprisal.
- TD Whistleblower Program
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Employee Experience Index
The Employee Experience Index (EEI) is calculated using the average response (on a scale of one to five) to three questions on employees’ feelings of accomplishment, pride in TD and their plans to be with TD in one year.
The EEI survey uses a five-point scale ranging from 1: Strongly disagree to 5: Strongly agree.
See KPI chart for actual figures.- The EEI score has improved from fall 2010 to fall 2011, bolstered by an 11-basis-point increase for TD Bank in the U.S.
- In Canada, the EEI score has not changed significantly over the last two years.
TD Pulse
In addition to the EEI questions, TD Pulse provides employees with an opportunity to rate 19 other aspects of their work environment. Year over year, TD improved on all 22 questions in the TD Pulse survey. Below is a selection of questions that link most directly to corporate responsibility.
Additional questions on TD Pulse:
- I feel comfortable bringing work-related concerns to my manager.
- My manager provides ongoing feedback that helps me improve my performance.
- In the last 6 months, I have had opportunities to develop my skills and abilities.
- I am able to achieve the balance I need between my personal life and my work life at TD.
- Flexible work options are supported in my work group.
- TD is genuinely committed to the well-being of its employees.
- TD treats employees fairly regardless of their age, family/marital status, gender, disability, race/colour, religion, or sexual orientation.
- TD takes a genuine interest in the well-being of communities in which it does business.
As our business grows, the TD Ombuds office serves a broader employee population (26,000 U.S. employees in 2010 and 4,300 TD Insurance employees in 2011). The rise in call volumes over the last three years reflects the broader organizational support provided.
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