Workplace Motivation

Workplace Motivation

Charice Parron

PSY/320

September 13, 2010

Sandra Branton

Title of Paper

Companies have become more creative to get employees to perform above the job duties that are required. Companies have merit systems to award employees for a job well done. The merit can be in a form of cash, extra time off, gift cards, and any other type of tangible gift. The philosophy behind the reward system is to encourage employees to work hard to get the company what it needs and in return management will reward you for the work. The rewards are short-term distractions offered to employees to increase motivation to get the goal accomplished.

PNC Bank offers incentives based on a CIQ scores that branches received based on ratings customers give the branch during a phone survey. CIQ incentive bonuses are given to branch employees quarterly. The payout is based on a five star rating. Tellers receive 300.00 for a five star rating, 200.00 for a three star rating and 150.00 for a three star rating. The star ratings are averaged between the number of surveys the branch receives. If the branch has two good scores between a four and a five and one bad score of a two this affects the quarterly score for the branch. It recently has been reported that three star ratings for branches will not receive an incentive payout starting in October. Only four star and five star branches will receive the incentive based on the results of the Gallup Poll.

The purpose of the survey is to poll the customer and see if the customer thought he received the best customer service possible. Customers are randomly called, and asked to participate in a 10 question survey based on the customer service that was experienced. The rating scale is 1-5, one being the worse and five being the best. The questions are asked about wait time, product knowledge, performing the transaction correctly, assistance with issues and other questions pertaining to the customer...