Service Quality Benchmarking Study

An objective comparison of performance against peers.

Finalta's annual Benchmarking Studies have become the industry standard for objectively assessing performance against local and European peers.

The Study provides a tool to identify performance gaps for your bank. Finalta gathers critical KPIs through a structured research process and our precise definitions and rigorous verification process enable accurate, like-for-like regional and country level performance comparisons.

Our Service Quality Benchmarking Study's analytical framework covers the key drivers of performance:

• Service strategy and organisation;

• Service measurement;

• Branch service delivery;

• Multichannel service delivery;

• Moments of truth; and

• Complaints.

Results are highly practical, used by clients to support target setting and benefit tracking. 

To find out more about Finalta's Service Quality Benchmarking Study, click here to contact us directly.