Barclays branch in Hammersmith, London.

Barclays branch in Hammersmith, London.

Employees to be rewarded on good customer service

10 Oct 2012, 15:00 BST

Group Chief Executive Antony Jenkins has announced that frontline employees in Barclays' UK Retail and Business Banking division will have their variable pay – sometimes described as bonuses – based only on the quality of service they provide to customers.

... the key to Barclays long-term success is the level of service we provide, not how many products we sell.     
Under the new Service Incentive programme, employees will receive no commission or incentive from selling products.
 
Incentives will focus instead on customer advocacy and satisfaction, with employees receiving a ‘service incentive’ based on how satisfied customers are with the service provided, as well as the extent to which they would recommend Barclays.
 
Antony Jenkins, Group Chief Executive, said: “We believe that becoming the ‘Go-To’ bank is about helping people and businesses get on.
 
“Therefore the key to Barclays long-term success is the level of service we provide, not how many products we sell. We want customers to choose Barclays because of the great service they receive from us.”