We are in the process of developing scorecards for our tellers. Does anyone use scorecards to measure performance? If so, how do you measure service? Any feedback would be great. Thank you.

I have. Previously I have used transactions per hour as compared to error rate, qualified referrals including new accounts and sticky services, Balancing ratio (both dollars outside of threshold and numer of occurances)and compliance adhearance measured by CTR and Reg CC Errors.

As far as service I have looked at time management (20 transactions per hour is a rough industry standard) as well as number of corrections. Our customer service standard said we will do your transaction correctly the first time. Thus if you had a higher than average correction rate, you were not adhering to that standard.