BenchMark Consulting International has developed extensive research capabilities around areas essential to the
success of all businesses: markets, customers, products and employees. Research capabilities in each of these
areas can help a company take the guesswork out of critical decisions.
Capabilities include survey design, administration, analysis, and reporting. Surveys can be broad-based or
targeted; paper or electronic; web-based or via telephone; i.e., dependant upon client needs and circumstances.
BenchMark can perform syndicated as well as client-customized, proprietary studies.
BenchMark is uniquely positioned to service clients in this capacity due to our depth of knowledge and experience
in financial consulting and to our association with the Consumer Bankers Association, Risk Management Association
and other financial industry trade associations.
BenchMark Research can benefit an organization:
By revealing and/or substantiating information that will enable a company to make more-informed critical decisions
By offering strategies based on the research results
Wants and Needs
Get critical information
Research is typically conducted in one of the following areas:
- Customer Satisfaction Surveys - Internal and/or External
- Market Perception
- Employee Satisfaction Surveys
- Business Line Attributes and Perfomance Measures
Customer Satisfaction Surveys - Internal and External
More time and money is required to acquire new customers than to retain existing customers. Measuring customer
satisfaction provides valuable insight on customer perceptions and attitudes, including:
- Emerging customer needs.
- Attributes of products and services with the greatest impact on customer satisfaction.
- Which customers would engage or buy from an organization again?
- Which customers would recommend an organization's products and services to others?
Understanding markets, specific customer wants and needs, and the drivers of customer purchase decisions will
enable a company to better target resources to meet growth objectives. BenchMark can help to identify market
- What is the profile of the target customer (demographic and other data)?
- How do the target segments view an organization and its product today?
- What other factors might affect market desirability?
- Which markets have the highest concentration or the fastest growing segments of target customers?
Employee Satisfaction Surveys
Customer perceptions about a company, its products and services are impacted by employee attitudes and behaviors.
The best products can be ineffective if service delivery is unsatisfactory. Measuring employee satisfaction may
reveal areas of weak performance in key impact areas, which might translate into:
- Poor perception of the company
- Customer runoff and revenue loss
- Market share erosion and reduced profitability
- Competitor advantage
BenchMark conducts research on behalf of several industry trade groups including the Consumer Bankers Association
(CBA), the Risk Management Association (RMA) and the National Automotive Finance Association (NAF). BenchMark's most
recent studies include:
The Consumer Bankers Association
CBA Consumer Credit Collections
The Consumer Credit Collections Study is an annual study that measures organizational and productivity characteristics
of bank collection and recovery departments. Findings are analyzed on a multi-year basis to discern trends and are
broken out by portfolio size.
CBA Auto Finance
The CBA Automobile Finance Study is the most comprehensive reference source available for industry statistics on
indirect auto lending, leasing and floorplan finance. Findings are analyzed on a multi-year basis to discern trends
and are broken out by portfolio size, new and used vehicles, and bank vs. captive finance company comparisons.
Home Equity Lending
The CBA Home Equity Study documents the growth, changing characteristics, and use of home equity open-end lines
(revolving credit) and home equity closed-end loans. The study includes multi-year trending statistics, as well as
an additional analysis of the top performance in several categories in addition to industry averages.
The Risk Management Association
RMA Small Business Banking
The Small Business Risk Management Study is an annual study which provides detailed analysis of activities and trends
in small business lending throughout the financial services industry, including market demographics, acquisition tactics,
underwriting methodologies and portfolio statistics. Additionally, an interim study spanning the same topics, but on a
smaller scale, allows participants to remain current on the continuously changing trends within the market.
The National Automotive Finance Association
NAF Non-Prime Automotive Financing
The NAF Non-Prime Automotive Study is an annual study that analyzes year-end data and provides information on industry
trends and shifts in the non-prime automotive industry. The study provides a comprehensive analysis of non-prime
automotive financing from origination to remarketing.