The FMSI Retail Branch Lobby Study is based on 344,000 interactions taking place during the fourth quarter of 2011—on the platform side of the branch—from financial institutions all over the country. The interactions of the study include all types of service and sales exchanges between account holders and lobby employees.

The detailed data and analysis included in this white paper reveal how financial services executive management teams can leverage their retail branch business intelligence to manage and improve lobby performance and service levels.