1. Number of customers profiled
2. Number of customers with financial plans
3. Number of targeted customer using on-line channel for transactions
4. Customer survey responses on questions related to appreciation and ease of working with the bank.

Measuring Employee Relationship

1. “We hire, develop, retain, and reward great people”
2. “We are trained in the skills we need to succeed.”
3. “We understand the strategy and know what we need to do to implement it”
4. “We have the information and tools we need to do our job.”