Consumer Banking

We assess the quality of retail financial services institutions based on the premise that an outstanding institution demonstrates a desire to build a long-term sustainable franchise, based on strong business processes that lead to a consistent and profitable performance.

We assist businesses in the following areas: Consumer Banking     Cash, Treasury and Trade   Banking Regulation     Leadership in Banking   Technology & Operations

Generic Scorecard Detailed Benchmarks Reports & GAP Analysis We benchmark the following dimensions: Dimension Our Evaluation Criteria Value of Franchise  Our assessment of a banks deposit generation capabilities, the depth of primary relationships and the strength of an institution’s brand name in the market  Annual Financial Performance Our assessment of a banks retail banking profitability, balance sheet stength and growth compared  to overall performance of the industry Sustainability Our assessment of a banks ability to strengtheng its lending profitability, reduction in cost of credit and funds, and its efforts to achieve consistent fee income growth and sound expense management over a period of time Sales Capabilities Assesses the bank's  efforts in strenghening its cross-sell figures, developments in market share of key retail products and the  performance of newly launched ones.  It also evaluates the bank's sales capabilities for its branch, internet banking and direct sales network points Transparency in Strategy Evaluates the institution’s retail strategy relative to the business and market impact  and its ability to communicate its goals to all stakeholders Risk Management Our assessment of a banks ability to control retail net credit losses, apply risk in its pricing structure and the quality of decisions over the consumer credit cycle Process, Technology and Efficiency Our assessment of a banks  absolute and improved time-to-market capabilities, customer turnaround times in key retail products , straight through processing and automation. We also assess the quality of a bank's MIS and CRM system Penetration & Efficiency of Distribution Network Our assessment of the bank's channel management ability by its performance, productivity, quality and footprint of branch and alternate network points, and its progress towards an integrated multi channel architecture People Skills Our assessment of the bank's dedication to develop its human resource pool by looking at attrition rates, investment in training and composition of the key senior executive team Ethical Banking Our assessment of the bank's ethical guidelines in how they choose to do business with their customers We benchmark the following dimensions: Selective Indicators • Year-on-year Growth of Net Core Deposits • Market Share/Changes of Deposits • AC Nielsen Bank Equity Survey (BEI) • Year-on-year Growth in Net Profit • Net Operating Income/Assets • Gain in Operating Revenue ($) • ROE • Changes in Net Interest Margin ; • Year-on-year Growth in Fee Income • Cost to Income Ratio • Year-on-year Trends in Cost to Income Ratio • Cross Sell Ratio • Market Share Gains/Losses • Number of genuinely New Products introduced • Average Sales Growth Branches • Average Sales Growth Internet Banking • Clearly Conceptualised Strategy • Excellence Submission Made • Depth of Reporting in Annual Report • Scope of Media Article quoting Senior Executives • Gross Non Performing Loans  • Net Credit Loss • Classification of Delinquencies • Reporting Structure • Validation for Processes or Business Lines (e.g. ISO, Six Sigma) • Time to market for a genuinely new product • Customer Turnaround Time for a Mortgage Product • % of Straight Through Processing in Account Opening • % of Automation in Debtor Contacting • Proportion of Self Service Transactions • First Contact Resolution at the Call Centre • Proportion of Active Bill Payment Users in Internet Banking • Uptime of ATM Network • Proportion of Senior Executives with more than 10 Years of Service • Attrition Rates (Sales) • Attrition Rates (Non-Sales) • Budget for Training as % of Operating Cost • Published Ethical Service Document • Depth of Social Corporate Responsibility   Building a Successful and Integrated Wealth Management Business Published Date: Sep 2008 read more order Running a successful and cost efficient remittances business Published Date: Sep 2008 read more order Building a Scaleable and Profitable SME Banking Business Published Date: Sep 2008   Benchmarking Effective Problem and Complaint Resolution in Retail Financial Services Published Date: *TBA read more order