Retail Branch Client Experience

What is the Retail Branch Client Experience

Dalbar’s Trends and Best Practices Retail Branch Client Experience guides financial services firms in delivering meaningful and effective experiences that meet the needs of clients who visit bank branches. The results show the ranking of retail branch client experiences, analysis of emerging trends in branch experiences, and industry best practices.

Objectives and uses

Determine if your branch interactions meet client needs
Understand factors that detract from the client’s in-branch experience
Determine features that your firm must incorporate to enhance the experience to remain competitive
Make the case internally to improve the client’s in-branch experience
Promote your success when applicable

What does […] Read more

Annual Portfolio Reviews

What is Trends and Best Practices in Annual Portfolio Reviews?

Dalbar’s Trends and Best Practices in Annual Portfolio Reviews (APRs) guides financial services firms in helping their investment advice team deliver APRs that meet the needs of clients while adding value to the client experience. The results show the analysis of emerging trends in the APR process and industry best practices.

Uses?

Determine APR practices that best meet client needs
Identify aspects of the APR your firm must incorporate to remain competitive
Share leading tools and resources that are useful for the APR
Make the case internally to make changes to the APR
Outline factors that enhance/hinder […] Read more

Branch Monitor

What is Branch Monitor?

Retail bank branches across Canada have undergone tremendous physical change in the last few years. The look and feel of retail branches have improved drastically but to what extent has the retail client experience evolved particularly at high traffic, high profile, and visibly prominent corners of a city?

Branch Monitor is a performance measurement program that highlights how well the banks are doing at meeting client needs and shaping the overall client experience.

Mystery shoppers visit bank branches to complete a pre-determined transaction/inquiry.

Objectives and uses

Dalbar’s Branch Monitor reports will:

Highlight Trends and Best Practices: Branch Monitor reports emerging trends and […] Read more