Bad Scores

Submitted by Tubeworker on Fri, 05/31/2013 - 12:04

In a rare attack of common sense, LU has changed its scorecard system so station staff will no longer be measured on whether we give a ‘smile’ or ‘parting comment’ to mystery shoppers.

But it’s not all good. ‘Snapshot’ reports on individual workers will now get sent to managers to monitor bad performance. Previously only good performance used to be published.

Unions need to make sure that management do not start to use mystery shopper reports towards any disciplinary targets, as happens on other train companies. We don’t want management to increase their power and surveillance over us in the workplace.

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