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07/12/2012
Bank Staff Still Under Pressure To Push Products
Banks continue to pressure counter staff into pushing potentially unsuitable products, despite the scandal surrounding mis-selling, Which? has said.
During research carried out between October and early December, the consumer group found 65% of bank staff with sales targets said they were being placed under more pressure than ever to hit them.
Which? surveyed branch and call centre staff at HSBC, Royal Bank of Scotland (RBS), Lloyds Banking Group, Barclays and Santander.
More than 550 bank staff were interviewed, of which 371 have a sales role. And, of those, 298 said they had sales targets to meet.
Which? said the findings indicated that many workers are still being driven towards putting "sales before service".
The British Bankers' Association said staff incentives are now based on clear criteria related to customer service.
(H)
During research carried out between October and early December, the consumer group found 65% of bank staff with sales targets said they were being placed under more pressure than ever to hit them.
Which? surveyed branch and call centre staff at HSBC, Royal Bank of Scotland (RBS), Lloyds Banking Group, Barclays and Santander.
More than 550 bank staff were interviewed, of which 371 have a sales role. And, of those, 298 said they had sales targets to meet.
Which? said the findings indicated that many workers are still being driven towards putting "sales before service".
The British Bankers' Association said staff incentives are now based on clear criteria related to customer service.
(H)
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