Meet Linistry’s Customer Service Analytics for Banking – A tailored solution for improving your bank efficiency ratio
Most banks aren’t suffering from a lack of information. They’re suffering from a lack of interpretation. Branch networks are overflowing with data — including foot traffic, service cycles, consultant activity, and conversion rates — yet few banks know how to use this information effectively. The Linistry Customer Service Analytics is a consulting service that turns raw data into strategic clarity. In this post, we introduce our latest solution for improving your bank efficiency ratio.
The Real Problem Isn’t Missing Data — It’s Missing Context
A pattern emerges across many banks. Teams are under pressure to deliver numbers, yet the way performance is measured and interpreted often works against long-term value creation. Managers are chasing short-term KPIs because that’s what their dashboards reward, while the broader picture remains out of view. Data exists in abundance, but without context or alignment, it ends up telling only half of the story.
Operational reporting rarely helps. Reports are scattered across systems, buried in technical exports, or locked inside spreadsheets that can’t surface the correlations leaders need — like how branch capacity compares to real traffic patterns, or where customers silently drop out of the journey. As a result, executives fall back on intuition, anecdotes, and the loudest customer stories instead of evidence-based patterns.
The consequences are subtle but costly: idle resources, missed conversions, and performance gaps that remain invisible in standard reporting. When organizations can’t see the full picture, they can’t act on it — and value slips through the cracks.
A Strategic Lens That Sees What Others Miss
Built for banks, our service helps senior banking leaders and branch network managers extract business value from data that’s already available — but currently not used. We offer a diagnostic and decision-support solution that surfaces the hidden patterns of operation. It equips your organization to interpret, act, and evolve.
Our consulting process is designed for leadership and built around your operational reality:
Analytics Framework Audit (No Data Handover Required!)
The process begins with a structured questionnaire designed to capture business objectives and existing reporting practices across the branch network. This includes insights into operational pain points, the tools used for data collection, the types of data currently gathered, and the KPIs and reports that shape day-to-day decisions.
A dedicated Q&A session follows to clarify responses and ensure common understanding. With this foundation, we assess how well current practices align with the bank’s strategic priorities across three core dimensions:
- Sales Opportunity
- Operational Efficiency
- Return on Investment
We evaluate the connection between customer experience and business performance. Relevant KPIs include time experience correlations, resource productivity, net profit per customer, and customer satisfaction indicators.
The audit concludes with a workshop involving bank experts to review findings and discuss implications. Finally, we deliver a comprehensive Audit Report outlining recommended adjustments to the measurement and reporting system, ensuring that strategic objectives can be reliably tracked.
Data Quality Assessment
A strong analytics foundation requires trustworthy data. Our Data Quality Assessment begins by defining the scope of the review and understanding the business objectives tied to the collected data. We map the full data lifecycle — from capture to reporting — and conduct both qualitative and quantitative evaluations of data quality.
The results are presented in a collaborative Findings Workshop, followed by a detailed Data Quality Assessment Report that highlights gaps, risks, and opportunities for improvement.
Strategic Recommendations
Once the analytical and data foundations are clear, we translate insights into actionable strategic guidance. Based on your data and aligned with your business goals, we:
- Identify underperforming processes
- Highlight invisible losses that traditional reporting overlooks
- Recommend practical, high impact improvements
- Define which reports should be produced—and at what frequency
- Support the creation of a common analytical language between branch teams and headquarters
What You’ll Gain
Linistry Customer Service Analytics opens a new strategic perspective on developing bank branch operations: it not only shows you what happened but also reveals why it happened and what should be done differently. What you’ll gain is:
- Visibility into hidden operational patterns
- Quantification of lost sales potential
- Strategic alignment across the branch network
- Executive-level insights — not just analyst overload
- Tangible return on insight — not just information
- A framework for targeted development
Customer Service Analytics builds the bridge between data and opportunity, metrics and momentum, operations and strategy. This isn’t just a report. It’s one of the most customized solutions for improving your bank efficiency ratio. An entry point to redesigning how your branch network learns and innovates.
Transformation starts when you realize what’s being lost — and decide not to lose it anymore!
See What You Might Be Missing
FREE Self-Assessment Survey
Discover how much unclaimed value your branches might hold — and where it’s slipping away. Completing this free survey helps you discover where your bank might be losing value, what trends you’re not seeing, and how your branch network could be even more successful.
- Time to complete the survey: 6–8 minutes
- You’ll get an immediate, tailored evaluation upon submission
Meet our senior consultants
Andras Ko
Business Trainer, Organizational Innovation and Systems Strategist
20 years as a bank manager. For 13 years, he gained professional experience as an operational customer service and sales manager. Additionally, for 7 years, he led and supported the development of more than 500 online and offline banking service systems as an innovation leader, established the Innovation Branch, and introduced the methodology of behavioral development within the bank.
Areas of expertise:
- Change management support, innovation process design
- Corporate culture development in line with corporate strategy
- External and internal communication in the light of generations
- Complex service process development and quality assurance
- Healthy cooperation between humans and artificial intelligence
Viktor Szentpetery
Senior Banking Executive, Retail Network Strategist and Organizational Leader
30 years of experience in banking, leading large-scale organizations across the corporate and retail business. For more than 20 years, he held senior leadership roles in sales network management, branch operations, and product development. He played key roles in five major banking mergers in CEE, successfully integrating organizations, optimizing branch networks, and implementing standardized service models. He was responsible for the daily operation of one of the largest branch networks in CEE, overseeing 2,500+ employees and 400+ branches.
Areas of expertise:
- Retail banking network optimization and sales force effectiveness (SFE)
- Strategic business and product development, including digitalization
- Large-scale organizational leadership and change management
- Integration of complex banking mergers and restructuring initiatives
- Employee motivation, coaching, and performance-driven culture building
Zsigmond Kovari
Customer Experience Evangelist, Managing Partner and Co-Founder of Linistry
Zsigmond began his career at ING Bank, where he specialized in business and IT transformation projects for the banking sector. He then spent eight years at Microsoft Services, managing the consulting business in the commercial sector. In 2016, he co-founded Linistry, a company focusing on delivering innovative banking solutions to enhance customer experiences. Today, Linistry is growing steadily and partners with leading banks worldwide.
Areas of expertise:
Appointment booking and queue management systems,
- Retail orchestration systems
- Innovative customer journey solutions
- Managing banking solution implementation projects
Free Consultation
Ready to connect your data to better decisions? Let’s explore what Customer Service Analytics can unlock for you.