Seeing if Banks Are Any Nicer†

We Find Out if Service is Truly a Top Priority; Free Coffee and Couches

Wall Street Journal, March 29, 2007 — n recent times, several big banks have been claiming that they've rediscovered customer service. In New York City, at least, this is showing up in trivial ways, such as a notable absence of bulletproof glass and greeters saying hello to customers as they walk into local branches. Some are even installing couches and TVs and playing pop music to encourage people to linger and perhaps pick up the pamphlets about banking services that they leave scattered around.