ACG has solidified its position as the market leader for best practices and benchmarking services. We complete more than 150 studies each year on topics that span the financial services business, from operational performance to portfolio metrics to accounting/finance practices and more.

ACG excels not just at data validation, but more importantly at study construction and terms definition so that results can be normalized across many different players. Our clients do not just receive reports in summation of a benchmarking engagement. They have the opportunity to discuss data with ACG analysts and learn how to implement the best practices uncovered through benchmark studies for a results-oriented, actionable and meaningful product.

Examples of ACG Benchmarking projects include the following:

• ACG conducted a credit card best-practice benchmarking assignment for a Pan-European financial services company looking to improve its contract with an outsourcing partner. The vendor serviced credit processing, customer service, collections, fraud, etc. Our assignment entailed the development of best-in-class service expectations and the rationale behind each metric. By utilizing our data repository and industry knowledge, ACG reported to the client within a month. The bank used the results to renegotiate its outsourcing contract, which now includes performance-based measures and unit-cost reports.
  
  

• A top five credit card issuer engaged ACG to benchmark the marketing operations function among the most aggressive card marketers in the industry. The study aimed to compare performance and effectiveness across all major card acquisition channels. ACG established the benchmark survey with the client and solicited interest among a targeted list of issuers. Although all participants received a copy of the survey results, the client received a more detailed report with custom analysis.
  
  

• ACG conducts recurring benchmark studies through its Industry Roundtables. Each study is designed to evaluate performance data in relation to the business practices and strategies that drive results. All benchmark questions and definitions are normalized according to consensus by participating Roundtable members. ACG thoroughly validates all information before distributing its final reports.
  
  

• ACG conducts more than 150 ad hoc surveys each year on topics that are of immediate and pressing interest to our partners. Some examples are:
  
  
  • Effective hours of operation for holidays
  • Web-based services for online customers
  • Delinquency and loss impact of bankruptcy law changes
  • Management of e-mail correspondence
  • Optimum use of alternative communication channels such as e-mail and mobile phones within privacy and FCC guidelines
  • Sales tax assessment on collection agencies
  • Call center breakage/shrinkage models
  • Employee incentives
  • Cut-off times for posting payments
  • Fuel surcharge practices for auto lenders
  • Operations repercussions from natural disasters
  • Customer dispute management for problem and bankrupt merchants
  • Strategies for informing and making reparations to victims of massive data compromises.