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Canara Bank to Roll Out Comprehensive Feedback System: Employees and Unions Raise Concerns
Canara Bank announces a new "Comprehensive Employee Specific Feedback Management" solution, sparking mixed reactions among employees and unions.
Author: Abhivad
Published: November 25, 2024
Bengaluru-based Canara Bank is set to introduce a feedback mechanism to evaluate branch employees' performance through real-time customer feedback. However, the move has drawn significant concerns from employee unions, citing potential flaws and its impact on staff morale.
(A post on platform X criticising the newly introduced feedback system.)
Performance Evaluations Tied to Feedback
As outlined in the bank's official circular dated 16 November 2024, the new system will collect feedback from customers via multiple channels, including QR codes, SMS, WhatsApp, email, and kiosks. Feedback will be rated on a 1-5 scale with categories from "Excellent" to "Below Average." These ratings will directly influence employee appraisals and provide real-time analytics for performance improvement. The circular stated, “The objective is to improve overall customer experience by enhancing employee engagement and data-driven decision-making.”
Unions Raise Concerns
Canara Bank Employees Union (CBEU, affiliated to AIBEA), Canara Bank Staff Union (CBSU, affiliated to BEFI) and Canara Bank Workers Organisation(CBWO, affiliated to Bharatiya Mazdoor Sangh) have voiced opposition to the new mechanism. In a letter to the management, CBEU urged reconsideration, stating: “The subject mechanism may be withdrawn. Else it is likely to be counterproductive, demotivate, demoralise and discourage the workforce.”
(CBSU’s letter to the MD&CEO of Canara Bank demanding the withdrawal of the feedback system.)
CBSU All India General Secretary Sanil Babu, in a statement to Kanal, elaborated on the flaws in the system: “Customer feedback on employees can be unreliable, as many issues are beyond employees' control, like technical problems or long queues. Linking performance to such feedback adds stress, lowers morale, and may degrade service quality.” He also highlighted the lack of consultation with employees or unions before implementing the system, terming it a transparency issue.
(An anonymous banker on platform X mocks the new system.)
Social Media Reactions
Bankers’ apprehensions towards the move reflected on social media platforms, as many pointed out potential drawbacks. Several users on Platform X(formerly Twitter) expressed concerns, stating that employees might feel compelled to solicit positive feedback from customers. A recurring sentiment was that the new system could lead to undue pressure on staff, further complicating customer service interactions.
While Canara Bank's initiative aims to enhance customer experience and employee accountability, the concerns raised by unions and staff underscore the need for a balanced approach. Dialogue with stakeholders and revisions to address identified issues may help ensure successful implementation without compromising employee morale.