The Cornerstone Scorecard

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1 Corporate Information Median 25th Percentile 75th Percentile Assets Non-interest expense Salaries and benefits as a % of non-interest expense # of branches Total employees (FTE) Assets per employee Return on assets Efficiency ratio Non-interest income as a % of revenue Branch Sales and Service Median 25th Percentile 75th Percentile Deposits per branch Teller transactions per teller FTE/mo. New accounts opened per platform FTE/mo. Deposit accounts open/close ratio Deposit accounts serviced per platform FTE Monthly new retail checking accounts opened per branch Direct consumer loans closed per branch/mo. Monthly new retail checking accounts per platform FTE Total retail checking accounts per branch Monthly new business checking accounts opened per branch Monthly new business checking accounts per platform FTE Total business checking accounts per branch % of teller headcount that is peak time/part time vs. full time Teller turnover rate Branch managers per branch Retail Administration Branch headcount supported per sales/product management FTE # of branches supported per regional/district manager Branch headcount supported per regional/district manager Branch headcount supported per retail/delivery support FTE Retail Non-Interest Income Fee income per retail checking account/yr. Average debit card interchange fee income per retail checking account/yr. Average ATM/debit income per personal ATM/debit card/yr. Average revenue per ATM/yr. Average NSF/courtesy pay fee income per retail checking account/ yr. 1

2 Call Center Median 25th Percentile 75th Percentile Inbound calls per inbound call agent/day Outbound calls per outbound call center agent/day Direct and home equity loan applications per call center loan agent/day Chat sessions per chat support FTE/day s per support FTE/day Interactions per call center FTE/day Calls per call center FTE/day Average wait time per call (minutes) Average talk time per call (minutes) Average percentage of calls abandoned (abandon rate) % of telephone calls handled by automated voice response % of direct/home equity loan applications taken through call center New deposit accounts opened in call center as a % of total Web and Mobile Banking Median 25th Percentile 75th Percentile Active Internet banking users per Internet banking FTE Enrolled Internet banking users as a % of checking accounts Active Internet banking users as a % of checking accounts Active Internet banking users as a % of total enrolled Enrolled bill pay users as a % of checking accounts Active bill pay users as a % of checking accounts Active bill pay users as a % of total enrolled # of retail internet banking bill pay transactions/enrolled bill pay user/month Enrolled mobile banking users as a % of checking accounts Active mobile banking users as a % of checking accounts Active mobile banking users as a % of total enrolled A2A active users as a % of personal checking accounts A2A transactions per A2A active users/mo. P2P active users as a % of personal checking accounts P2P transactions per P2P active users/mo. 2

3 Retail Cards and Payments Median 25th Percentile 75th Percentile Debit cards as a % of personal checking accounts Average posted debit card transactions per personal debit card/ mo. % of debit transactions that are PIN-based % of personal debit cards that are active (one transaction in the last 30 days) Average posted ATM transactions per ATM/debit card/mo. Average transactions per ATM/mo. # of ATM/debit cards per ATM/debit support FTE ATMs per ATM facilities/hardware FTE Average PIN POS interchange income per transaction Average debit signature interchange income per transaction # of ATM deposits per ATM /mo. # of ATM deposits per ATMs that accept deposits/mo. # of ATM deposits per ATM/debit FTE /mo. Business debit cards as a % of business checking accounts # of business debit transactions per business debit card per month Annual # of chargebacks per 1000 personal debit cards # of chargebacks per chargeback FTE/mo. ATM/debit income as a % of assets Consumer Lending Median 25th Percentile 75th Percentile Direct consumer loans closed per direct FTE/mo. Direct consumer loan approval rate (approvals per applications) Direct consumer loan pull through rate (closings per applications) % of direct loans approved through automated underwriting % of direct loan applications originated through the Internet Indirect consumer loans closed per indirect FTE/mo. Indirect consumer loan approval rate (approvals per applications) Indirect consumer loan pull through rate (closings per applications) Consumer loan applications per centralized underwriting FTE/mo. Consumer loans closed per centralized underwriting FTE/mo. Credit card pull through rate (accounts per applications) Small Business Banking Median 25th Percentile 75th Percentile (Metrics for banks with separate small business unit from commercial) Small business loans per branch/mo. $ volume of small business loans per month per branch Small business loans closed per small business FTE/mo. Small business loans closed per underwriter/mo. 3

4 Mortgage Banking Median 25th Percentile 75th Percentile Mortgage loans closed per mortgage origination FTE/mo. Retail mortgage loans closed per originator/mo. Mortgage loan originators per sales assistant Retail mortgage loan applications per processor/mo. Retail Mortgage loans closed per closer/mo. Mortgage loans closed per post-closer/mo. Retail loan applications per underwriter/mo. Mortgage loans closed per secondary FTE/mo. Mortgage loans closed per shipping FTE/mo. Mortgage approval rate (approvals per applications) Retail mortgage loan pull through rate (closings per applications) % of mortgage applications originated through the Internet Mortgage originator compensation as a % of production volume % of mortgage production that is government lending (FHA/VA) Commercial Banking Median 25th Percentile 75th Percentile Average loan size (all commercial loan types) Commercial loans outstanding per commercial officer Total number of commercial loans per officer New commercial commitments per officer/mo. C&I loans outstanding per officer (dedicated C&I group) Average new C&I commitments per C&I officer/mo. (dedicated C&I group) Average annual deposits per C&I officer (dedicated C&I group) Average annual loan fees per C&I officer (dedicated C&I group) Number of CRE loans as a % of all commercial loans CRE loans outstanding per CRE officer (dedicated CRE group) Average new CRE commitments per CRE officer/mo. (dedicated CRE group) Average annual loan fees per CRE officer (dedicated CRE group) Construction loans outstanding per const. officer (dedicated Construction group) Avg. new construction commitments per const. officer/mo. (dedicated Construction group) Avg annual loan fees per construction officer (dedicated Construction group) Loan officers per credit analyst 4

5 Treasury Management Median 25th Percentile 75th Percentile Internet cash mgt. users as % of commercial checking accounts Commercial loan officers per cash management sales FTE Business cash management users/cash management support FTE ACH customers as % of commercial checking accounts Merchant service customers as a % of commercial checking accounts Positive pay customers as % of commercial checking accounts Sweep customers as % of commercial checking accounts Bill pay customers as % of commercial checking accounts Monthly lockbox items per lockbox FTE Business account analysis as a % of commercial deposit accounts RDC commercial customers as a % of commercial checking accounts Wire customers as a % of commercial checking accounts Wealth Management Median 25th Percentile 75th Percentile Trust Trust discretionary and non-discretionary assets/trust FTE Total trust revenues/total trust FTE Total trust discretionary revenues/trust discretionary assets Trust non-discretionary revenues/non-discretionary assets Total custody revenues/custody assets Total custody revenues/total trust revenues Total trust revenues as a % of NII Total trust revenues % of total bank revenues Personal trust average discretionary account size Personal trust average non-discretionary account size Personal trust non-discretionary revenue/non-discretionary assets Personal trust revenues/relationship managers New personal trust relationships/relationship managers Personal trust accounts/relationship managers Personal trust sales (new assets AUM)/relationship managers and sales FTE Personal trust relationship managers per RM assistants Employee benefits total number of plans Employee benefits average assets/plan Employee benefits average number of participants/plan Employee benefits revenues/employee benefits FTE Employee benefits revenues/total trust revenues Institutional discretionary & non-discretionary assets/institutional trust FTE 5

6 Wealth Management, cont d. Median 25th Percentile 75th Percentile Institutional discretionary and non-discretionary revenue/ discretionary and non-discretionary assets Institutional custody revenues/custody assets Institutional trust revenues/institutional trust FTE Institutional trust revenues/total trust revenues Corporate trust revenues/corporate trust FTE Corporate trust revenues/total trust revenues Total trust assets/trust operations FTE Total trust (Non employee benefits) assets/trust operations FTE Total trust revenues/trust operations FTE Total trust accounts/trust operations FTE Investments Monthly investment revenue per dedicated investment representative Branches per dedicated investment representative Monthly investment revenue per branch Annual revenue as a % of retail deposits Investment representatives per investment support FTE Insurance Average annual revenue per insurance agent Insurance agents per insurance support FTE Private Banking Total deposits per private banker Private banking loans outstanding per private banker Private bankers per private banking support staff FTE Deposit Operations and Item Processing Median 25th Percentile 75th Percentile Deposit accounts per deposit back office FTE Deposit accounts per CIF/account maintenance FTE Deposit accounts per reconciliation FTE Deposit accounts per branch reporting/compliance/fraud FTE Deposit accounts per research FTE Checking accounts per NSF/courtesy pay/reject/return FTE IRA accounts per IRA administration FTE Daily wires per wire room FTE % of all statements that are e-statements Item processing cost per POD item Average rendering cost per statement Average transportation cost per branch per month Average postage cost per checking account per month 6

7 Loan Operations and Collections Median 25th Percentile 75th Percentile Consumer loans serviced per consumer servicing FTE Mortgage loans serviced per mortgage servicing FTE Commercial loans serviced per commercial servicing FTE Consumer loan applications per consumer processing FTE/mo. Consumer doc packages per consumer doc prep FTE/mo. Commercial doc packages per commercial loan processing FTE/ mo. Commercial doc packages per commercial doc prep FTE/mo. Loans outstanding per payment processing/payoff FTE Loans outstanding per collateral/file tracking FTE Loans outstanding per escrow FTE Loans outstanding per customer service/maintenance FTE Mortgage loans serviced for others per investor reporting FTE Past due consumer loans per consumer collections FTE Past due mortgage loans per mortgage collections FTE # of overdraft checking accounts per deposit collections FTE Average consumer charge-offs per consumer recovery FTE Average mortgage charge-offs per mortgage recovery FTE Collectors per collection support FTE Information Technology Median 25th Percentile 75th Percentile Assets supported by IT FTE (in-house core system) Bank FTE per IT FTE (in-house core system) Assets supported by IT FTE (outsourced core system) Bank FTE per IT FTE (outsourced core system) Workstations/servers supported per PC/network support FTE Servers supported by network management staff FTE Bank FTE supported by help desk support FTE Workstations/servers supported by technical staff Monthly calls/it help desk FTE Annual technology spending as a % of assets Annual technology spending per FTE Annual technology spending as a % of non-interest expenses Core systems spending as a % of assets Data communications spending as a % of assets Remote delivery spending as a % of assets Infrastructure spending as a % of assets Strategic systems spending as a % of assets 7

8 Enterprise Risk Management Median 25th Percentile 75th Percentile Bank FTE per enterprise risk management (total) Assets supported per audit FTE Bank FTE per audit FTE Assets supported per compliance FTE Bank FTE per compliance FTE Bank FTE per fraud/investigations FTE Bank FTE per physical security FTE Branches per physical security FTE Bank FTE per IT/computer security FTE Bank FTE per disaster recovery/business continuity FTE Bank FTE per BSA FTE Deposit accounts per BSA FTE Bank FTE per privacy FTE Enterprise Risk Management - Losses Net annual cash over/shorts per teller FTE Losses per checking account/yr. Credit Administration and Special Assets Commercial loans outstanding per total credit administration FTE Commercial loans per total credit administration FTE Commercial loans outstanding per loan review FTE Commercial loans per loan review FTE Non-accrual loans per special assets/reo FTE 8

9 Administration, Finance and Accounting Median 25th Percentile 75th Percentile Bank FTE per executive officers Bank FTE per legal FTE Legal as a % of non-interest expense Other professional as a % of non-interest expense Assets supported per combined finance/accounting FTE Bank FTE per combined finance/accounting FTE Bank FTE per accounts payable FTE Bank FTE per purchasing FTE Accounting and tax as a % of non-interest expense % of accounting/finance staff who are CPA, CMA or CFA certified Travel and entertainment as a % of non-interest expense Dues and subscriptions as a % of non-interest expense Telephone (local/long distance) as a % of non-interest expense Customer statement postage as a % of non-interest expense Non-customer postage as a % of non-interest expense Marketing Median 25th Percentile 75th Percentile Assets supported per marketing FTE Bank FTE per marketing FTE Marketing as a % of non-interest expense Marketing investment focused on branding and new customer acquisition Marketing investment focused on retention and cross-sales Retail unique products/services per household Retail products per household % of marketing expense in traditional media and direct mail channels % of marketing expense in new online channels % of marketing expense for corporate donations and sponsorships % of marketing expense for regulatory and compliance requirements % of marketing expense for sales promotions and premiums % of marketing expense for market research, data mining and management 9

10 Human Resources Median 25th Percentile 75th Percentile Bank headcount per human resources FTE Annual external HR expenditures per bank FTE Employee benefits expense as a % of salary expense Employee incentives/bonuses as % of salary expense Bank headcount per payroll FTE # of positions filled annually per recruitment FTE Training Bank headcount per training FTE Average external training budget per employee 10