Canadian Retail: Loans and Provisions Financial Overview
Digital Banking Strength
Surpassed medium-term goal of <10% In-Branch Financial Transactions at All-Bank level.
Delivered >50% in Digital Sales in the Pacific Alliance region
New Canadian mobile app with simplified layouts, improved discoverability, and enhanced
analytics to drive user experience
Improving Customer Pulse scores in our digital channels. Peru reached record levels in digital
with 70%+ in October
Launched new digital account opening solutions across all markets integrating Digital and
Physical experiences, greatly reducing processing time
Tangerine, Canada's leading digital bank, continues to see momentum as it evolves from being a
Savings Bank to an Everyday Bank
The Banker
INNOVATION IN
DIGITAL BANKING
AWARDS 2020
Winner
North America
σ #1
Ranked #1 in
Customer Satisfaction
with Online Banking
by J.D. Power
Digital Retail Sales¹
+2,500 bps
36
28
22
15
11
2016
2017 2018 2019 2020
Goal
>50%
Digital Adoption²
In-Branch
Financial Transactions³
+2,200 bps
-1,800 bps
48
26
23
39
20
33
29
16
26
8
2016 2017 2018 2019 2020
2016 2017 2018 2019 2020
Goal
>70%
Goal
<10%
1 Canada: F2017 22%, F2018 26%, F2019 26%, F2020 16% PACS: F2017 13%, F2018 19%, F2019 29%, F2020 51%
2 Canada: F2017 36%, F2018 38%, F2019 42%, F2020 50% PACS: F2017 20%, F2018 26%, F2019 35%, F2020 46%
3 Canada: F2017 17%, F2018 15%, F2019 12%, F2020 7% PACS: F2017 29%, F2018 24%, F2019 19%, F2020 9%
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