Analytics Case-in-point: Improving Banking Performance with Business Process Analytics

Published On:
June 13, 2016
Authored By:
APQC
Member Only Content:
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In 2016, APQC conducted a benchmarking project on key banking performance measures  for 250 organizations in the banking industry. The project had two purposes:

  1. Understand comparative performance. Provide benchmarks on key performance indicators and identify top performance in customer satisfaction, customer retention, and cost to serve.
  2. 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.