Target Baseline Value
KPI tree preview. Document date 12/8/19
Name Description Performance Value
Retail Banking Scorecard A scorecard for retail bank that takes into account emerging trends like competition from FinTechs. Learn more: https://bscdesigner.com/bank-kpis.htm 83.54%
Financial Perspective 96.15% 96.15
Grow revenue 96.15% 96.15
Earnings per share 92.31% 0.6
Tier 1 capital 100% 12.4
Trust bank 76.75%
Unbiased financial advice 80%
New Indicator
Customer Perspective 78.38% 78.38
Trust bank 76.75% 76.75
Transparent Pricing 77.1%
Simplify products and customer journey 59.34%
Manage Risks 79%
Trust index Solution provided by bank / Total number of financial service opportunities 76.75% 76.75
Bank transfer 90% 90
Utility bills 80% 80
Currency conversion 61.54% 40
Person to Person transfer 44.44% 20
Unbiased financial advice 80% 80
Master customer touchpoints 90%
Innovate like FinTechs 75%
Content engagement index 80% 80
Average time on page Find more metrics for content engagement index: https://bscdesigner.com/social-media-metrics.htm 110% 4.2
Public comments per post Find more metrics for content engagement index: https://bscdesigner.com/social-media-metrics.htm 50% 3
Internal Process Perspective 76.09% 76.09
Transparent Pricing 77.1% 77.1
% of customers reported unexpected bank fee 93% 7
% of operations where fees are shown beforehand 40% 40
Simplify products and customer journey 59.34% 59.34
Time needed to match the product for the customer needs 61.54% 7
% of services beyond keeping money safe 57.14% 20
Manage Risks 79% 79
Cyber security readiness index 80% 80
Nonperforming Loan (NPL) 78% 3.44
Innovate like FinTechs 75% 75
Online presence index 75% 75
Master customer touchpoints 90% 90
% of bank news delivered via social media 80% 80
% of customers who “liked” the bank’s social media page 90% 27
Learning & Growth Perspective 0
Better understand customer’s behaviour
Promote customer-centric culture
Be a great place to work
Find collaboration opportunities
Community investment