White Paper

UKG 2023 Retail Branch Lobby Study

A study of nearly seven million lobby sales and service interactions across North America between account holders and lobby employees.

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Capture and analyze performance data to drive behaviors that result in improved branch performance.

The volatility in financial markets has banks and credit unions reevaluating their overall operations. Management teams for many financial institutions have struggled with understanding the actual performance of the branch lobby.

This paper reveals key industry metrics such as:

Average lobby wait times for account holders
Average account holder assist time with lobby service representative
Product vs. service interaction percentage breakdowns

With the data and analysis from this study, executive management teams have a guide to help them drive the appropriate behaviors that will improve branch performance and, most importantly, get ideas on how to measure and track this improvement.

Download the white paper to learn more.