Customers want better staffing too!

The Sunday Star-Times annual survey of bank customers show that customers share many of the same concerns as bank staff, particularly a need for a focus on customer service rather than debt sales.

Customers identified adding more personal service staff, reducing queues, and having phone access to staff as important priorities. All of these align very strongly with Finsec member campaigns for increased staffing and relief cover.

Finsec Campaigns Director Tali Williams said despite being some of New Zealand’s most profitable companies, the big banks continue to keep staffing levels at the bare minimum. “Staff aren’t replaced, small restructurings take place that reduce staff numbers, and existing staff are put under more and more pressure to keep up.”

“Customers experience understaffing as poor customer service. Staff experience this as unpaid overtime, inability to take sick leave or holidays, and increasing stress in the workplace leading to health and safety complaints.”

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