Service quality
(1) The percentage of customers who take their account away in a period (the rate of ‘churn’)
(2) The number of complaints in a period
(3) A measure of ‘satisfaction’ from responses by customers to a questionnaire about the financial institution’s services
(4) In some aspects of service, speed of response (for example, the average time to answer telephone calls from customers: these time measures can be obtained from the financial institution’s telephone systems).

Marketing effectiveness
(1) The number of new accounts or growth rate in new accounts in the period
(2) The growth in major business activities in the period (lending, foreign exchange dealing, and so on)
(3) Market share

Personnel
(1) The rate of absenteeism in the period
(2) The amount of staff training in the period (total training days, for example)
(3) The rate of staff turnover
(4) It might be possible to identify ways of measuring staff efficiency, but this can be difficult when much of the work is non-standard or non-routine.