RGV

Bank
Memo
To: RGV Bank
From: Maria Rivera
CC:

Date: 4/20/20
Re: Customer Traffic Analysis

Thank you for the opportunity to assess your customer traffic data in order to provide recommendations
for improving operations. The analysis and recommendations below are based on the 10 years of data
you provided. The analysis below is based on this data alone. Therefore, my recommendations
should be tempered by your knowledge of business realities and your market. Please let me know if I
can answer any questions concerning the analysis or the recommendations provided.

ANALYSIS 1: Daily Patterns Analysis

Analysis

By analyzing the data provided shows that Friday is the busiest day of the week. Compared to
the rest of the days, Friday doubles the number of transactions. While as for the rest of the
days the branch has steady traffic.
Graphic

1
 Day of the week Transacti ons summed

6030
Mon
Tue

3605

3594
3562
Wed

3463
Thu

2735
Fri
Sat

To t al

Recommendation

My recommendation is to have managers ensure they are fully staff and cut lunchtime shorter
on Fridays. For example, if employees regularly are scheduled a one hour lunch then on
Fridays their lunch hour will be cut in half. When taking their lunch breaks management will
need to avoid sending more than one person to lunch per section on Fridays. If there are
usually 4 cashiers in the lobby area than they need to send one at 11 am followed by the next
one at 11:30 am, until they have all been sent to their 30-minute lunch break. By avoiding
overlapping lunches will allow having more personnel available to assist customers.

ANALYSIS 2: Busiest Time of the Day Analysis

Analysis

Based on the analysis it shows between the hours of 11 am to 1 pm have the highest amount of
traffic. It could be that many customers are out for lunch and are running errands during that
time. Also many employees from the bank are also out lunch causing to be short-staffed during
those times.
Graphic

Busiest Time of the Day

4 to 5
3 to 4
2 to 3
1 to 2
Noon to 1
11 to noon
10 to 11
9 to 10
0 200 400 600 800 1000 1200 1400 1600

 Page 2
 Recommendation

My recommendation would be to hire at least two part-time employees. The part-time

employees can work Monday through Friday from 10-1 and every Saturday from 9 am till
noon. Additional personnel will only be used to help during the times with most traffic. In
return, it will alleviate current personnel during busy times and will prevent getting upset
customers due to long waits.

ANALYSIS 3: Traffic Flow Between 9 am to 12 pm

Analysis

Between the hours of 9 am to 12 pm we can see the traffic doubling on Saturdays. From
Monday through Thursday the traffic amount is constantly the same. When it gets to Friday it
almost doubles in transactions yet by Saturday it almost triples causing huge congestion of
traffic for that day.
Graphic

Tr affi c Flow Between 9 am to 12 pm

1600
1400 1353
1200
1000 1047
821
800
600 637 547 561
584 562 548
400
400 341 311 318 315
220 208 227 238
200
0
Mon Tue Wed Thu Fri Sat

9 to 10 10 to 11 11 to noon

Recommendation

My Recommendation would be to extend the hours for Saturday. Instead of closing at 12 pm,
the closing time can be extended till 1 pm. This will relieve traffic in the last hour of closing. If
putting overtime is a concern than cutting an hour between Monday through Thursday should
not affect much considering those are the days that have less traffic compared to Friday and
Saturday.

 Page 3
SELF ASSESSMENT
From completing the Excel project, I learned that knowing how to use data analysis will come
in handy when evaluating data to help with decision-making. In this case, I was able to
analyze the data and find out that Friday and Saturdays are the busiest days of the week. The
most congested times are between 11 am to 1 pm from Monday to Friday and 11 am – 12 pm
on Saturdays.

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