Most of the time good; ridiculous way of keeping PPI (customer service) scores in check. - Anonymous employee SunTrust Employee Review

Outdated equipment to deal with. PPI scores (customer service). Now implemented, you can get 8 - 10 good scores, one bad one and you and your whole team must attend a "punishment" meeting. It is not called that, but you must attend on an evening meeting during the week for one hour. This meeting continues weekly until your scores come up for the month. Customers score you from one to 10, if a client gives an 8, it is the equivalent of a "0". Suntrust wants 90+, or your in trouble. Then you start again next month. If someone gets consistently bad scores, obviously they need help in getting their priorities straight. However for those who get consistently good scores, it is detrimental to make those same people attend these night time meetings. You can't, in this case, treat a whole banking location as one. There is no incentive for those doing a good job to keep doing that good job if they must attend these meetings also. Suntrust must learn to deal directly with the problem employees, or employees who are not doing their best. It is unjust to make everyone in the same location deal with a problem they have no control over. Not to mention the Gallop poles that are done make no sense. This whole system must be rethought. They expect you to attend even if you have to arrange more child care, or baby sitting, change your plans each week to fit Suntrust's last minute meetings in the evening. Do all areas have this bad program?