What do we benchmark?

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