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Bank customers trust Google reviews — The most important insights from the hypt Report 2025
March 24, 2025
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4 min read
Tobias Wegmüller
Co-Founder & Sales Expert, hypt
How satisfied are customers with Swiss banks? Which branches are doing particularly well in terms of reviews — and where is there a need for action? Our new hypt Report — Banking 2025, in collaboration with the University of Applied Sciences Northwestern Switzerland (FHNW), provides for the first time a comprehensive analysis of 1,794 bank branches based on their Google reviews.
Inhalt
Google reviews have long been a decisive factor in how banks perceive themselves.
97% of consumers rely on online reviews — younger generations in particular actively include them in their financial decisions. In addition, 83% prefer Google reviews over other platforms.
“Online reviews support a company's credibility and build trust, as consumers rely on the experience of others to make purchase decisions.” Prof. Dr. Marc K. Peter, Head of the Competence Center for Digital Transformation at FHNW
Banks must act
73 percent of the Swiss bank branches analysed in the Hypt Report — Banking 2025 have less than 15 reviews, which makes it difficult to reliably assess customer opinion. Negative reviews also dominate the banking sector.
“Companies should therefore actively invite their customers to share their experiences in order to receive a high number of online reviews and build up their online reputation.” Prof. Dr. Marc K. Peter, head of the Competence Center for Digital Transformation at FHNW.
The report divides banks into three categories based on their number of branches and shows which institutions are doing particularly well and makes it clear that there is enormous potential in Google reviews that Swiss banks have hardly used so far. The majority of stores have too few reviews and are doing poorly or very poorly — a missed opportunity to strengthen the trust of customers, particularly the younger generation, increase visibility on Google and significantly reduce customer acquisition costs. But the top banks are showing that this potential can be successfully exploited by specifically activating satisfied existing customers.
Which banks are leading the ranking?
The report divides banks into three categories based on their number of branches and shows which institutions are doing particularly well:
- Large banks (>50 branches): Migros Bank & Raiffeisen Group lead the ranking.
- Medium-sized banks (20-50 branches): Aargauische Kantonalbank in 1st place
- Small banks (<20 branches): Bernerland Bank with the highest rating.
Migros Bank and UBS in particular have gained massive Google reviews in the last year — a sign that these banks are actively working on their online reputation.
“hypt Report” provides insights for the banking sector
- Top rated banks and bank branches In a national and cantonal comparison:
Who is leading the Google review ranking?
- Google reviews as a decisive competitive advantage: How reviews have a lasting impact on customer acquisition and brand trust.
- Only 27% of bank branches have 15 or more reviews.
- 75 bank branches (4%) received the rating “very good”.
- Best practices from leading banks: Strategies for success by Raiffeisenbank Züri-Unterland and Aargauische Kantonalbank in dealing with Google reviews.
