Benchmarking Branch Outcomes: Using Available Data to Analyze and Improve the Delivery of Retail Bank Services to Low-Wealth Communities

Geoff Smith, Sarah Duda, and Malcolm Bush

This report demonstrates that measuring how well a bank provides basic banking services to low-wealth consumers could be done using existing data. Using proprietary data collected from two bank branches located in low-wealth communities, it shows that the type of transaction level data, previously thought to be unavailable to regulators and costly to collect for financial institutions, is routinely collected by at least one large bank for marketing purposes.