FMSI
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Retail Branch Lobby Study

The FMSI Retail Branch Lobby Study is based on 265,000 interactions taking place during the third quarter of 2013 on the platform side of the branch—from financial institutions all across North America. The interactions of the study include all types of service and sales exchanges between account holders and lobby employees.
 
 
This white paper 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