Barclays has announced a new incentive scheme for its 18,000 frontline staff based on customer service.
The incentive structure will come in from 1 December and will apply to all of Barclays’ branch and call centre staff. From this date frontline retail staff will not receive any commission or incentive based on products sold.
The bank’s existing incentive scheme, introduced last year, awarded incentive payments based on a combination of meeting sales targets and customer service performance.
Incentives will be paid based on customer service for branches and areas rather than on individual performance.
The bank will also publish a commitment to customers which will appear in branches.
Barclays chief executive of retail and business banking Ashok Vaswani says: “At Barclays we have gone a long way over the past 18 months to place the emphasis of our incentives programme on customer satisfaction.
“We are now taking the next step and basing variable remuneration purely on service. We believe customers will welcome the reassurance, that our people have no incentive to sell them a product.”
Co-operative Bank announced yesterday it had banned sales incentives in branch as of last week and had introduced an incentive scheme based on customer service instead. Co-op will roll out its new incentive structure to call centre staff next year.