The Friendly Bank has been offering online banking facilities for several months, and wants to determine whether customer usage has increased over the period since the inception of the facilities. Which of the following KPIs would be the most appropriate to achieve the bank's outcome?

Question

Quizplus · Accepted Answer

Sessions per active online customer would be the most appropriate KPI to determine whether customer usage of online banking facilities has increased over time. This KPI would measure how frequently customers are using the online banking facilities, and can be compared over time to see if there is an increase in usage. Site response time is important for user experience but does not directly measure customer usage. Profit per customer and percentage decrease of in-house banking are also not directly related to measuring customer usage of online banking facilities.

The Friendly Bank Has Been Offering Online Banking Facilities for Several