Barclays’ frontline employees will no longer receive bankers' bonuses based on sales but will be paid according to the level of service given to customers.
The bank's new 'Service Incentive' programme will see Barclay’s 22,000 retail staff earning commission based on how satisfied customers are with the service provided, as well as the extent to which they would recommend Barclays. Group chief executive Antony Jenkins, who announced the new incentive scheme, 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.” The move follows a similar employee bonus scheme introduced by The Co-Operative Bank last week. Barclays’ new employee bonus structure will start on 1 December.