The Branch Time-spend Benchmark enables banks to understand branch performance at the individual FTE level and to identify activities that can be streamlined or removed. This is complemented by sales pipeline analyses to determine the source of each customer interaction, its length, and the final outcome.
Why it's important
Evolving customer behavior and channel preferences are significantly impacting the way banks operate – and branch-resourcing models are becoming outdated as a result. As roles evolve, it is more important than ever to understand how branch staff are spending time with customers, and how this is divided across product, servicing, and educational interactions. The Branch Time-spend Benchmark helps participants understand and monitor these changes and address critical questions such as:
Productivity and proactivity:
Branch performance enablers:
What the Branch Time-spend Benchmark provides
Data is captured anonymously at the individual branch FTE level allowing for granular analysis of network performance. The time-spend aspect of the study allocates time between 20+ activity categories including commercial, servicing, operational, and administrative tasks. Typical populations surveyed included mass market advisors, mortgage advisors, or small business advisors; other populations, such as bank managers and tellers, can also be surveyed, using an even more granular ‘observer-based’ methodology.
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