In 2016, APQC conducted a benchmarking project on key banking performance measures for 250 organizations in the banking industry. The project had two purposes:
- Understand comparative performance. Provide benchmarks on key performance indicators and identify top performance in customer satisfaction, customer retention, and cost to serve.
- Identify strategies for improvements. Predict enablers that drive top performance in the key areas customer satisfaction, customer retention, and cost to serve.
This case study describes that project.