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| Small Business Banking |
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eBenchmarkers' SME Banking benchmarks cover all sales and service activity in all the direct banking channels.
There are 2 different benchmarks covering each channel in depth:
Online SME Banking
Our online SME banking benchmark started in 2005 tracking the rapid growth of online as a servicing channel and the emergence of online sales.
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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Online use segmented by age, type and turnover of business |
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How frequently customers visit and transact |
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Impact of functionality on customer behaviour |
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Impact of tariffs on uptake of online banking |
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Tracking the available functionality and performance of online sales, both in the public site and within the online banking environment |
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Online marketing spend and efficiency by marketing source |
Telephone SME Banking
This benchmark covers the role of telephony in both servicing and sales in SME 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 sales performance across new current accounts, savings and deposit accounts |
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