Average Retail Branch Lobby Wait Time

Benchmarking Report

Average Retail Branch Lobby Wait Time

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Average Retail Branch Lobby Wait Time. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Average Retail Branch Lobby Wait Time?

The average number of seconds customers must wait before meeting with a non-teller retail branch service representative, from the time an account holder signs-in or is acknowledged at the entrance podium until when the meeting with the personal banker or service representative begins.

Why should Average Retail Branch Lobby Wait Time be measured?

Average Retail Lobby Wait Time measures the average amount of time that customers must wait prior to meeting face-to-face with a retail branch service representative. This metric is a fundamental measurement of customer service levels within retail branch locations, as it assists financial institutions in understanding both foot traffic and staffing levels within the retail branch network. Extended lobby wait times may negatively impact customer service levels, which can consequently reduce branch sales volumes for high-value products such as credit cards and consumer loans. Conversely, extremely low lobby wait times (less than 30 seconds) may speak to potential over-staffing within the retail branch. Long wait times may be attributed to a lack of formal process guidelines or use of job aids for customer requests, excessive customer touch points or follow-ups, a lack of cross-training among retail branch staff, inefficient assignment of customer requests, lack of online self-service options, and/or a general lack of communication regarding retail branch customer walk-ins.


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