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FMSI Releases Study Focusing on Retail Banking Wait Times and Other Critical Branch Service Metrics

April 19, 2016


FMSI today released its 2016 Retail Branch Lobby Study, including a compilation of detailed lobby performance statistics of over 780,000 Q3 2015 interactions from financial institutions all across North America.

“With various systems capturing product information such as DDA systems, time/deposit systems, loan systems, and credit card systems—and ,in most cases, no dedicated systems for tracking detailed lobby service metrics—management has struggled with understanding the actual overall performance in the branch lobby,” says Chad Davis,  SVP of Marketing of FMSI.  “With the data and analysis from this study, executive management teams will have a guide to help them drive the appropriate behaviors to improve branch performance and, most importantly, get ideas on how to measure and track this improvement.”

This complimentary study reveals key industry metrics such as:

  • Average lobby wait times for account holders
  • Average account holder assist time with lobby service representatives
  • Sales vs. service interaction percentage breakdowns

“It is very common for the absence of key lobby performance indicators to go completely unnoticed,” Davis adds. “Many financial institutions have enormous potential to increase sales and branch service by better capturing, measuring and managing their lobby sales and service interactions.”

Copies of the FMSI 2016 Retail Branch Lobby Study are available to the media upon request, and the information contained in the study may be used freely in articles provided credit is given for its source.

About FMSI

Located in Atlanta, GA and established in 1990, FMSI provides easy-to-use, yet sophisticated, software-as-a-service solutions, including: Omnix Staff Scheduler™, Omnix Interactive Dashboard™, Omnix Performance Analytics™, Omnix Appointment Concierge™ and Omnix Lobby Tracker®.  FMSI’s smart scheduling application gives banks and credit unions the ability to optimally schedule their team throughout the branch network and to manage staff through easy to read color graphics, online interactive dashboards, and succinct management reports. FMSI provides performance management information exclusively to financial institutions of all sizes, including a workforce optimization comparative data benchmarking report that allows clients to see where they rank amongst their industry peers. Visit the company’s website at or call 877.887.3022 to schedule a complimentary online demonstration of any of our products.  You can also quickly estimate your savings with FMSI’s Efficiency Calculator at

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