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We benchmark performance metrics through a variety of channels, including mobile, online, in-store, self-service, call centres and back office.

 

We also analyse multi-channel and product performance. Our benchmarks help you answer the following questions:

 

Market share and channel strategy

  • Where do you rank in the market?
  • How is your market share changing and what drives this performance?
  • How does this affect your sales and servicing strategy?

 

Marketing efficiency

  • How does your marketing strategy compare to your competitors for size, distribution and acquisition costs?
  • How can you improve lead generation and conversion?
  • How strong is your brand?

 

Customer journey

  • How can you improve the usability of your mobile, online and telephone processes?
  • What are best practice conversion rates?

 

Sales value

  • How does the value of your sales compare to your competitors’?
  • What opportunities are there to improve upselling, cross-product sales, customer retention and product usage?

 

Customer servicing

  • How does the quality of your customer service compare to your competitors?
  • How can you improve waiting times and abandonment rates whilst maintaining cost efficiency?
  • How can you reduce the cost of servicing your customer base?

 

We benchmark thousands of metrics covering a wide range of areas within financial services:

  • Personal Retail Banking
  • Small Business Banking
  • General Insurance
  • Life Insurance

 

Click here to view our benchmarks

Any questions?

To find out more about how eBenchmarkers can help you, please get in touch

If you'd like to speak to us, please call:

+44 (0)20 8012 7916

If you wish to get in touch via email, please drop us a line at:

enquiries@ebenchmarkers.com

 

The eBenchmarkers office is located at:

5th Floor,
16 Old Bailey,
London,
EC4M 7EG