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Westpac Fair Targets Forum

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.
Authorised By: Leon Carter, National Secretary

Your comments

I think teller targets of 2 per day are unrealistic - especially in a small country town that doesnt get alot of growth in population , basically you see the same customers over and over again - it may be fair in the city where you see so many different customers but not in the country .The tellers can get very disillusioned and it creates stress among them as some weeks they dont reach target the next week just gets harder . 1 per day is sufficient

On the NPS yes it is unfair as we do get alot of comments about "the bank" not about the service they have received , we see this all the time and it is very disheartening to the staff as they cant control "the 'bank " but they do control their great customer service the deliver

Posted by 1023076 at 8/11/2010 3:54:19 PM
No one seems to know how the regional NPS is calculated. Only answers I have been able to get is "country people know each other better" or country people are friendlier". But how is the FIGURE determined? Also why is this the only distinction made? Does it not follow that targets are impacted by volume of customers? On the subject of targets requiring a single deposit of $50 would knock out a huge percentage, not only those on limited income, but dividends may be directed to the account and not fall within the 30 day period. Doubling targets for those who have been on the GEMS course has created divisions. A teller could out perform the teller beside them and achieve an ND whilst the non GEM gets an effective. Is this really good for team spirit and valuing individuals?

Posted by 1015083 at 16/11/2010 9:06:15 PM
The NPS is totally unfair, our latest score was terrible. One of the people surveyed had NOT even been into the branch. They were dealing with a mortgage broker who stuffed up their application. The bank had to fix the problem caused by the broker, but still we were given a really low score by that customer which dropped our NPS way down.......UNFAIR. It is also unfair that tellers who have attended the local gems course HAVE to get 2 referrals a day. We were NOT told that this is what would happen once the course was attended. I also think it's unfair that when a teller is taken off the counter day after day to convert customers signatures on to our system, or for whatever reason, that no adjustment is made to that tellers targets. How the hell can a teller get a referral if they are NOT on the counter serving customers!! Likewise if you are on leave for more than 4 weeks, there is no adjustment made to targets. There have been times when I have been asked to train new tellers, I trained new tellers for 3 weeks at a time, and yet when I asked if an adjustment could be made to my target, the answer was a flat NO.

Posted by 1029661 at 20/11/2010 11:16:22 AM
This takes the cake!! In regards to the NPS, one of the customers surveyed for our branch this month gave us a neutral, when our manager looked further into it he found out that the customer actually did their transaction on CHRISTMAS ISLAND!!!! How the hell does that work???

Posted by 1029661 at 23/11/2010 9:50:33 PM
The targets are unbelievably unrealistic. When you take into account all the day to day things you need to do i.e maintenance work for customers, reports, atm serving etc you really don't have to time to make 'sales'. Its just added pressure onto the workers and the customer always see it as 'what are you trying to sell me?'. Because of this I believe targets should be abolished completely or at least more flexible. Having to still achieve targets whilst on leave, annual or sick is just ridiculous as well.

Posted by 2846743 at 10/05/2011 9:39:07 PM

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