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Branch Lobby Wait Times On the Rise

March 13, 2014


Wait times were up eight percent overall compared to 2011. This is likely the result of financial institutions right-sizing their staffing levels in response to declining branch transaction volume (see FMSI Teller Line Study). With less employees servicing account holders, the wait times ticked up slightly.

The above chart is from FMSI’s 2014 Retail Branch Lobby Study.  The report, which includes over 265,000 lobby sales and service interactions from institutions across North America, will be published later in March 2014.

FMSI’s Lobby Tracking System (LTS) captures the branch pulse by tracking and measuring both the member experience and employee performance (with iPad and kiosk integration).  With over 25 unique service and sales reports including: employee productivity reports, account holder volume reports and Cross-Sell Reports, LTS is the perfect performance analysis tool.

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