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Barclays swaps sales bonuses for customer service rewards
Barclays has announced that it is scrapping sales rewards and will only pay frontline high street and business staff bonuses based on good customer service.
Barclays swaps sales bonuses for customer service rewards
Barclays has announced that it will no longer pay commission or incentives from the sale of products to frontline staff and instead will pay out rewards for good customer service.
The change applies to staff in both its high street and business arms.
They will be measured on how satisfied customers are with the service provided to them and how likely they are to recommend Barclays to other people.
Last week, the Co-operative Bank announced that it was scrapping branch sales rewards in favour of bonuses for good customer service.
Barclays’ move follows hot on the heels of the announcement that it’s buying ING Direct UK. It could be seen partly as a move to retain as many ING customers as possible.
Many ING customers here on lovemoney.com have said they are likely to switch accounts following the Barclays deal.
However, if it does genuinely improve Barclays’ customer service, then it’s a move that should be applauded.
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1Comment
22/12/2012 03:46
THIS IS A SMOKESCREEN BY BARCLAYS
It never was the frontline staff who were the problem with bonuses. In fact they are the ones who should get a bonus.
No one has described how this will work in practice either
ITS ALWAYS BEEN ABOUT THE DIRECTORSHIP, GOVERNANCE AND PRACTICES OF THE HIGHER LEVEL MANAGERS
JUST REMEMBER, BANKS CONTROL GOVERNMENTS, POPULATIONS AND COUNTRIES
TIME FOR CHANGE
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