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| Personal Retail Banking |
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eBenchmarkers' Personal Retail Banking covers all sales and service activity in all the primary retail banking channels.
There are 6 different benchmarks covering each channel in depth:
Online Personal Banking
Our online personal banking benchmark is the longest established benchmark, tracking online sales and service behaviour back to 2002.
The study covers:
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How to recruit customers to the online channel for servicing and defining 'best practice' in online customer penetration |
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How frequently customers visit and transact |
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Impact of functionality on customer behaviour |
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Online sales of unsecured loans, savings, overdrafts, current accounts and mortgages |
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Identifying success factors both in open market sales on the public site as well as sales to customers already logged-in to the online banking service |
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Online marketing spend and efficiency by marketing source |
Online Credit Cards
Evolving from the personal banking study, this benchmark covers the credit card market in more detail. Participants include the credit card specialists / monolines as well as the retail banks.
The study covers:
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Online sales, share and penetration over time |
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Impact of propositions, sizing the market for balance transfer, purchase and reward cards |
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Detailed online marketing performance by channel including search, aggregators, affiliates and display |
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Analysis of the performance of the sales funnel, identifying key barriers causing customers to fall out of the process |
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Detailed information on the value of accounts, including balance retention, deliquency & retail spend over time |
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Online servicing of credit cards |
Telephone Personal Banking
This study covers the role of telephony in both servicing and sales in retail banking, including:
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Customer use & call frequency of telephone servicing |
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The role of automation in servicing including 'best practice' automation rates |
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Agent efficiency metrics including sickess, attrition and productivity measures |
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Analysis of cross-selling performance covering packaged accounts, savings, loans, credit cards |
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Inbound sales performance of all key products, including current accounts, savings, loans & mortgages |
Branch Personal Banking
Still the dominant channel for servicing and sales in the UK, the Branch benchmark covers:
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How many customers are using the branch and tracking the migration from branch to the direct channels |
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Measuring how new technologies are automating counter transactions |
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Efficiency and productivity of branch staff |
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Sales volumes and value across all of the key products sold in the branch networks |
ATM Personal Banking
The ATM benchmark covers the use and efficiency of the major ATM networks in the UK, including:
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Loyalty of customers to each providers' ATM networks |
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How effective providers' remote networks are compared to branch-based ATMs |
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ATM utilisation & downtime |
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Tracking the deployment and customer uptake of intelligent deposit machines |
ChannelTracker
ChannelTracker reports headline sales performance by channel every month, allowing for near-immediate tracking of sales performance relative to the major UK multi-channel banks.
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Data is reported by the end of the following month. (e.g. sales performance in May is reported by the end of June) |
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Products covered include current accounts, unsecured loans, mortgages, credit cards, savings, cash ISAs and home insurance |
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Innovative interactive reporting |
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