FMSI's 2014 Retail Branch Lobby Study reveals that many FIs come up short in lobby productivity and service.
By Meredith Deen|October 21, 2014 at 10:32 AM
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Despite the focus many financial institutions place on service, the study found that customer wait times continued to inch up, by 5% since the last study conducted two years earlier. (Branch lobby wait times, overall, crept up from 4:46 minutes to 5:08 minutes.) Even more important, perhaps, was the discrepancy between top and bottom performers. The top 10 institutions had wait times that averaged 3:46 minutes (30 seconds longer than in 2011). The bottom 10 institutions averaged 6:59 minutes – nearly double that of the top performers’ average.
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