Somerset West Mall branch manipulates queue time stats: This enables Nedbank to refute customer complaints and make themselves look good

In my previous complaint I quoted the stats displayed on the electronic board inside the bank, to prove the lengthily queue-times customers have to wait, the bottlenecks at certain service areas whilst other service area staff were sitting idle. The electronic recording system typically works as follow: When entering the bank the customer is issued with a ticket with a queue number. The number is entered into the system which automatically starts a timer for that specific number. Once the number is called for service, the staff member attending to the customer will cancel the ticket. The system thus records the time the customer had to wait inside the bank before being attended to. In my previous complaint the electronic board showed I spent some 45 minutes waiting in the queue inside the bank. (this time was understated as I was not given my ticket immediately when I walked in but some time after I had sat down). These stats are typically used by management to identify customer service bottlenecks, level of staff performance, training needs, whether staffing numbers are adequate, and a host of other information to ensure a branch is operating effectively. It can also be used to evaluate how effective the branch manager operates the branch. Promotions and salary increases can also be influenced by these stats. The stats can also be used to compare branches’ performance with one another; in some cases for corporate recognition and awards. On Monday 29 March 2021 I went to the bank to collect my bank card. After 15 minutes in the queue outside the bank I was let in. I was NOT issued with a ticket when I entered the bank, but was told to take a seat and that my ticket will be brought to me. The electronic board showed no clients waiting in the queue to collect bank cards. When an Enquiries desk employee became available, I was handed a ticket, C009, and the electronic board changed to say one client in the queue to collect bank card. When my number was called for service the electronic board showed that I had been in the queue for 3 minutes, when in actual fact I had been there for some 35 minutes. As this is the second time it happened in 2 visits, I can only assume this is standard practice at this branch. If this is the case, then the manipulation of this process by bank personnel makes the statistics and all reports generated from this system, invalid. It makes their branch and branch management seem more effective than what they really are. It also makes it possible for Nedbank to refute my complaint of having spent 35 minutes in the queue inside the bank, with the manipulated queue time. I believe it is appropriate for a senior executive at Nedbank, such as the Western Cape Regional Manager, to intervene at this branch.