ATLANTA–FMSI has released its 2016 Retail Branch Lobby Study, including a compilation of detailed lobby performance statistics of more than 780,000 Q3 2015 interactions from financial institutions all across North America.
This complimentary study reveals key industry metrics such as:
- Average lobby wait times for account holders
- Average account holder assist time with lobby service representatives
- Sales vs. service interaction percentage breakdowns
“With various systems capturing product information such as DDA systems, time/deposit systems, loan systems, and credit card systems—and, in most cases, no dedicated systems for tracking detailed lobby service metrics—management has struggled with understanding the actual overall performance in the branch lobby,” said Chad Davis, SVP of marketing of FMSI. “With the data and analysis from this study, executive management teams will have a guide to help them drive the appropriate behaviors to improve branch performance and, most importantly, get ideas on how to measure and track this improvement.”
Davis added that it’s common for the absence of key lobby performance indicators to go completely unnoticed.
"Many financial institutions have enormous potential to increase sales and branch service by better capturing, measuring and managing their lobby sales and service interactions,” said Davis.
For info: www.fmsi.com