18 June 2019

NAB Retail NPS Review – Tell NAB How They Must Improve

During consultation about the CA1 restructure, we proposed to NAB that NPS be put on hold while the new structure was implemented. It’s unreasonable for us to be assessed on scorecard objectives for things we have no control over – things like insufficient staffing, untrained staff, vacant roles, and rosters that don’t properly reflect workloads.

Although NAB declined our proposal they agreed to meet with us on two occasions to review how NPS is tracking because of the restructure. This offers a genuine opportunity to deal with ongoing issues around NPS.

Our first meeting is scheduled for 26 June and we want your feedback about the impact of the restructure on NPS in your branch. Your anonymity will always be protected and your personal information will be kept confidential.

All retail staff are welcome to participate and I encourage you to share this with your colleagues.


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Authorised by Julia Angrisano, National Secretary