Benchmarking of Operational Performance Across Retail and Commercial Banking in the US
Situation
Our client was looking to develop key operational and performance benchmarking metrics across U.S. banking institutions, spanning retail, commercial, digital, and operations.
Objective
The objective was to benchmark operational efficiency and service effectiveness across large US retail and commercial banks, guided by a structured set of 73 KPIs.
Our Work
10EQS conducted 28 in-depth interviews (25 hours) with senior professionals across commercial, retail, digital, and operations functions at national and regional banks. 10EQS gathered quantitative data across the target KPIs such as lending, payments, and account management, and include metrics like loan processing turnaround time, payment failure rates, and percentage of revenue by product line.
Project team
- Ex-BCG Management Consultant with extensive experience in financial services & banking
- Associate Consultant supporting content synthesis & secondary research
- 10EQS Delivery Operations (=PMO) providing quality assurance, process management and expert recruitment
- 28 industry experts
Industry experts (excerpt)
- VP, Business Banking – Bank (US)
- VP, Global Card Operations – Bank (US)
- Former Head Of Payments – Bank (US)
- Senior Director, Global Portfolio Operations – Bank (US)
- Vice President Global Card Operations Merchant Services Reconciliations – Bank (US)
- Managing Director, CFO for Consumer Banking & Payments COO – Bank (US)
Results
10EQS delivered robust benchmarking data across diverse bank types and business lines, validating data through expert clarifications to ensure consistency and accuracy, resulting in a final dataset that supports reliable cross-institutional comparisons and actionable performance insights at the KPI level.