Bank customers trust Google reviews – the most important insights from the hypt Report 2025

How satisfied are customers with Swiss banks? Which branches score particularly well in the ratings – and where is need for action? Our new hypt Report – Banking 2025, in collaboration with the University of Applied Sciences and Arts Northwestern Switzerland (FHNW), provides the first comprehensive analysis of 1’794 bank branches based on their Google reviews.

Google reviews have long been a decisive factor in the perception of banks.
97% of consumers trust online reviews – younger generations in particular actively incorporate them into their financial decisions. In addition, 83% prefer Google reviews to other platforms.

Banks must take action

73 percent of the Swiss bank branches analyzed in the hypt Report – Banking 2025 have fewer than 15 reviews, which makes it difficult to reliably assess customer opinion. In addition, negative reviews dominate in the banking sector.

The report divides banks into three categories based on their number of branches and shows which institutions perform particularly well, making it clear that there is enormous potential in Google reviews that has hardly been exploited by Swiss banks. The majority of branches have too few reviews and perform poorly or very poorly – a missed opportunity to strengthen the trust of customers, especially the younger generation, increase visibility on Google and significantly reduce customer acquisition costs. However, the top banks show that this potential can be successfully exploited through the targeted activation of satisfied existing customers.

Which banks lead the ranking?

The report divides banks into three categories based on their number of branches and shows which institutions perform 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 ranking.

Migros Bank and UBS in particular have gained massively in Google ratings over the past 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 leads the Google review rankings?
• 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%) receive a “very good” rating.
• Best practices of leading banks: Success strategies of Raiffeisenbank Züri-Unterland and Aargauische Kantonalbank in dealing with Google reviews.

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