Co-operative Bank scraps sales bonuses

The Co-operative Bank has made its latest move to tap into public disquiet over what many see as the profit at all cost approach of high street rivals, by scrapping sales targets for branch staff and introducing a bonus scheme based on customer service.

Coop Bank

The Customer Service Bonus Scheme launches today (2 October) for staff in the bank’s 342 branches. Branches and not individuals will be rewarded quarterly for “demonstrating excellent customer service”. The scheme will be replicated for the bank’s call centre staff next year.

Barry Tootell, chief executive at The Co-operative Bank, says all banks should take note and reward staff solely on customer service and not sales. “The banking industry needs to start listening to the many people who remain disillusioned with the way it operates and start taking real action to address the needs of their customers.”

The move is the latest bid to position the Co-op as an ethical customer-led alternative to high street banks. Earlier this year, it agreed to buy 632 Lloyds TSB and Cheltenham and Gloucester branches with the stated objective of “shaking up high street banking”.

Fellow non-bank financial services firms such as Nationwide have also positioned themselves as alternatives to banks such as Barclays, which saw its brand reputation plummet earlier this year when it was found guilty of LIBOR rate-rigging.

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email

If you are looking for our Jobs site, please click here