American Express reviews

Micro managed beyond belief! You are constantly under a microscope. It doesn't matter if your performance was at the top for the last year or 2, or 5, it's all about your performance that month. If you don't reach your goals, you''re treated as if it's your 1st day on the job! It's all about the surveys sent in by the customers. Your performance is based on those surveys even if it was out of your control. If the customer notes that they were unhappy with a long wait time on the phone and gave a score that was less then"excellent," your performance for the month goes down. "Very good" on a survey WILL bring your score down! Anything less than a 9 or 10 on customer satisfaction, will also bring your numbers down for the month. Also, at times a survey is meant for someone else. Your team leader will listen to the phone calls with poor scores, and even if determined that you are the wrongful recipient of a survey, you are stuck with it. It cannot be removed from your stats. Basically, your goals are numbers driven and most of the time, out of your control.

Passive aggressive and politically motivated culture. Comp is well below industry average. Too much time is spent on non-business building tasks i.e. performance mgmt (hours spent writing/rewriting lengthy reviews and dev plans, numerous meetings to discuss talent and argue over ratings), employee engagement (hours spent in meetings addressing low employee satisfaction survey scores and then executing activities which have little to no relevance to employees)