Financial institutions strive to deliver a great account holder experience while controlling costs and increasing profits. The UKG™ 2020 Retail Branch Lobby Study reveals key metrics to guide you in driving appropriate behaviors and improving branch performance.
Digital transformation initiatives are helping financial institutions improve account holder satisfaction, cost efficiencies, and profitability — even as the industry adjusts to the new normal. But some institutions are doing much better than others when it comes to key retail branch lobby performance indicators. Our study — based on two million sales and service interactions at financial instituions across North America — provides eye-opening data and analysis to help executive management teams measure and track branch performance over time — and drive continuous improvement.