The Westpac Group Enterprise Agreement 2010 (Clause 36) requires that the process for setting and assessing performance objectives is fair and transparent and that targets will be fairly and equitably set.
Net Promoter Score (NPS) - Is it fair? Have your say!
DISPUTING UNFAIR TARGETS
If you wish to dispute your performance objectives or the performance rating you receive the following two documents will be helpful:
Performance Review, Getting a Fair Go
Information on how to dispute unfair Targets
Disputing Unfair Targets
A standard letter you and your colleagues can use
Westpac Enterprise Agreement
Link to Clause 36 of the Westpac Group Enterprise Agreement which deals with Performance Objectives
Performace Rating Determines Your Pay Increase
Fair targets are important, not least because the performance rating you receive based on your achievement of performance objectives determines the annual pay increase you receive in January each year.
Employees who receive a performance rating of Effective or above are guaranteed a minimum 4% pay increase, while employees rated Needs Development receive a 2% increase and those rated Unsatisfactory do not receive an increase.
NET PROMOTER SCORE (NPS)
The FSU has received hundreds of responses to the NPS – Is it fair? Survey, with 99% of respondents stating that the Net Promoter Score (NPS) is Not Fair.
Many respondents stated that Customers often score the bank rather than the Banker, commonly referring to things which are beyond the control of front line staff such as interest rate hikes, parking problems, long waits in the queue or simply that the customer doesn’t like banks.
Read more on members' feedback about the NPS in the latest issue of Westpac CSC Workwise newsletter.
NPS Measures Loyalty, Not Your Performance
The NPS as developed by Bain and Company is a way of measuring customer loyalty and predicting profitable growth. That’s why the score of 9 or 10 out 10 applies to Promoters. If a customer gives a score of 10 out of 10 it’s a strong indicator that they are likely to promote the bank to their friends and family.
The NPS may be a good way of measuring customer loyalty, but it’s a bad way of measuring staff performance because it can be influenced by so many factors which are totally outside the Bankers control.
What do Westpac Employees Say about the Net Promoter Score?
Below are links to just some of the comments Westpac employees made in response to the Question – Is the NPS Fair?
The comments are under three groups:
Branch Employees
Customer Contact Centre Employees
HFM’s, Relationship Managers and Other Employees.
As you can see Westpac employees overwhelmingly believe that the NPS is an unfair way to assess their performance.
TELLER REFERRALS
Another controversial change to performance objectives has been the doubling of the Sales Referral target for Tellers from 1 per day to 2 per day for employees who have undertaken the Local Gems, Delighting Customers training course.
How many Gems Does it take to Delight a Customer?
We are asking Westpac Tellers to complete this short survey. We will be compiling the results and raising them formally with the bank. Once again our aim is to ensure that these targets are fair.
Share your stories on Westpac Targets at our online forum. You can do so anonymously, but you’ll need to have your FSU Membership number handy. Are your targets fair? Let us know what you think.
YOU DON’T HAVE TO ACCEPT UNFAIR TARGETS
If you are concerned that the performance objectives or the performance rating you receive are unfair talk to your colleagues and contact your local FSU Organiser or the FSU Member Rights Centre on 1300 366 378.