Upper management is disconnected from its workers at the branch level. All they care about is sales goals and customer service scores. Customer service scores are very skewed. You only get 10 surveys per branch a month that are weighted heavily. They are done by Gallup and consist of 5 or 6 questions based on a scale of 1(lowest) to 5(highest). If you get a 5 then it is comparable to getting a 100. If you get a 1-4 it is essentially a 0. Your branch's attitude and demeanor essentially is based off of your customer svc score. If you got a good score Upper mgmt says good job and you don't really hear from them for a month. If you received a poor score anything below an 80 essentially upper mgmt has your manager and possibly you on conference calls the entire month. Our regional manager "motivated" employees by constantly telling them how easily replaceable they were. I interviewed for a promotion ( sales oriented) after a year and a half and was told I did not have enough sales experience so was denied. I promptly interviewed at a main competitor and was offered a position. After being offered this position at a competitor upper management wanted me to interview with them again. I declined. And believe me.....this is only the tip of the iceberg.
