North reviews

First of all, I am always grateful when a current team member takes time to provide balanced feedback, so thank you for that. While I wish your rating were higher, I appreciate that overall you a satisfied with your work experience at NAB. As you know 95% of our team members are working remotely and based upon our performance numbers in 2021, they have been very successful doing so. I would agree remote work at NAB is a "Pro". We have a great benefits plan currently, and we have made improvements for 2022 so I am excited for you to see that during our upcoming open enrollment. I do want to address your "con" of low pay. We spent most of 2021 benchmarking our positions with help from our vendor partner, Lockton. Since they call 2021 the year of the resignation, you can bet we are hyper-focused on ensuring we are very competitive in the labor market. We have made pay adjustments were needed, but I am happy to share that for the most part we are paying at or above market. When you add the fact that we paid out 2020 year end bonuses and up to 5% merit in 2021 most would agree that we have been agressively competitive compared to the market. If you are concerned about your current compensation, I strongly encourage you to have a conversation with your direct leader. Alternatively, you can always reach out to your HR Business Partner or me to discuss in more detail. Again, thank you for taking the time to share your feedback, we appreciate the opportunity to learn and improve.

Your feedback and low rating were very conserning to us, so I shared your posting with Jim Parkinson, our CXO, for help in responding to your comments. Jim's passionate and heartfelt response to your posting was: "I normally would not just disagree like this. I have to point out that you are 100% incorrect. In fact, the Call Center is always considered when things are planned and we ensure that you are not left out. We recently completed CS/TS town hall, where the team was taken off the phones for 1 hour to ensure you had direct communications with me. We often bring in free lunch and dinner (Pre-COVID) for the call center team. If there is an event for lunch, or at other times in the building, everyone is given time to attend. ALL holiday parties and/or events at NAB are open, and the CS/TS employees are welcome to attend. There are times that we have folks on the phones, and those folks are compensated for missing the event. We are driven by the quality of our service and not where people live. Our teams outside the US have outstanding customer support skills and outstanding test scores. The quality of service has never been higher. I fail to see why anyone would care where the call center is located. All employees have the same training and performance requirements. We live in a global society, and that enriches our ability to provide superior service. We have invested in tools, new Hardware, training and quality control system because we care about you. Yes, we care about metrics; all businesses have to focus on Critical Items to be successful. We do plan and have continued to plan, our current strategy took over one year to implement, and we did it in the middle of COVID. In contrast, I understand that we have to put pressure on the call center from time to time due to an outage or issue. The communications and information are flowing through the systems and processes the entire time. The Call Center and Tech Support teams are critical to our business strategy, and I can tell you Marc, Kirk, Kari, David, and I all pay attention and appreciate the OUTSTANDING work the team is doing. Please don't "just forget it". Every person at NAB is important and every person that is here contributes to the success of the company. For me personally, I love the Call Center Teams and what they do every day. We Care A lot ! !" Jim Parkinson CxO