Retail Banking / Performance & Cost Benchmarking

Performance & Cost Benchmarking

BCG Expand helps Retail Banks improve customer economics, channel performance, and operating efficiency through benchmarking of costs, digital adoption, branch productivity, fraud loss, and technology investment.

Retail Banking Excellence (REBEX) Benchmarking

Data-driven benchmarking of revenue, cost, productivity, and channel performance against best-practice peers to support performance improvement and efficiency.

The Challenge

  • ✔ Limited transparency on financial and productivity drivers
  • ✔Rising operations and technology costs
  • ✔Inefficient resource allocation

How we can help

Benchmark Model

We apply a peer-aligned benchmark model that predicts expected performance across revenue, cost, productivity, and channel metrics, creating a robust fact base for comparison against best-practice peers.

Global Peer Comparison

We conduct structured global peer comparisons to highlight performance gaps, best practices, and efficiency opportunities across products, channels, and customer segments.

Performance & Productivity Diagnostics

We analyse over 500 performance metrics covering products, channels, customers, and operations to identify improvement levers across sales productivity, channel efficiency, and cost-to-income performance.

Market Sizing

Granular, product-level market sizing with estimates on balances and revenues (interest and non interest), along with bepoke segmentation analysis.

Client success stories

$100M revenue uplift identified through targeted cross-sell and product-mix improvements
5–10% uplift in digital adoption compared to peer averages
10–15% reduction in branch and call-centre operating costs
15–20% improvement in sales productivity through peer-driven best-practice adoption

Case Studies

Global Tier-1 Bank

Back-office efficiency analysis revealed performance 40% below benchmark, identifying $100M+ in cost-saving potential.

Regional US Bank

Optimised product portfolio and sales approach, identifying a $100M revenue uplift opportunity.

Exhibits

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Predictive, generative, and agentic AI are redefining the foundations of scale, efficiency, and customer experience.

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The Future of Finance 2025: Fit for Growth, Built for Purpose

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The Future of Finance

Seize a $7 Trillion Opportunity, Banks Need Bolder Strategies for Serving Customers and Society

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“REBEX provided us with a lot of really practical and actionable material. The insights are very relevant to our current strategy work and provide discussion points for our senior leaders.”

Head of Consumer Banking Top-20 US Bank

“The REBEX insights were extremely timely for our strategy planning for next year.”

Head of Retail Banking Middle East

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