Bank customer service: UBS leads, digital banks lag

Di Valerie Linc ·

UBS and Basel-Landschaft Cantonal Bank offer 24/7 service, while online banks like Revolut and Neon rank last.

Contesto

In brief - UBS and BLKB offer 24/7 customer service - Revolut, Neon and Zak are at the bottom of the ranking - Yuh reduces service hours ## Key facts - What: Analysis of the availability of banking helpdesks - When: 2026 - Where: Switzerland - Who: HSLU - Amount: 56 banks analyzed In Switzerland, traditional banking customer service continues to excel, while digital banks struggle to provide adequate assistance. The Lucerne University of Applied Sciences and Arts (HSLU) has analyzed the availability of the helpdesks of the main Swiss retail banks, including the digital platforms Revolut, Neon, Yuh, Zak and Swissquote. The results show a clear difference between traditional institutions and online ones. UBS and the Basel-Landschaft Cantonal Bank (BLKB) confirm their top position, offering a customer service available 24 hours a day, seven days a week. On the contrary, Revolut, Neon and Zak are placed in the lowest range of the ranking, with limited availability and only one star. Yuh and Swissquote also receive only two stars, with an availability defined as average. In particular, Yuh has reduced its customer service, going from 70 to 55 hours per week, with reduced hours from Monday to Friday. ### Implications for cross-border workers For cross-border workers residing in Ticino and working in Switzerland, the choice of bank can have a significant impact on the quality of service received. Traditional banks like UBS and BLKB offer continuous availability, which can be crucial for those who need assistance outside working hours. On the other hand, digital banks, while offering reduced commissions and lean structures, may not guarantee the same level of support. ### Comparison with the previous situation Compared to 2024, the situation has not improved. In fact, so...

Dettagli operativi

Analysis of the performance of digital banks Digital banks continue to gain ground in the Swiss financial sector thanks to lean structures and reduced commissions. However, the HSLU analysis highlights that these banks lag behind traditional institutions when it comes to customer service. Revolut, Neon, and Zak, in particular, offer limited availability, with only one star in the HSLU ranking. ### Why digital banks are struggling Digital banks often rely on advanced technologies, such as artificial intelligence, to manage customer requests. However, this approach can be ineffective for those who need personalized assistance. Furthermore, the reduction in service hours, as in the case of Yuh, can further limit customer satisfaction. ### What customers are looking for Customers primarily seek availability and expertise. Traditional banks, such as UBS and BLKB, offer both aspects, ensuring high-quality customer service. In contrast, digital banks still need to improve to reach the same level of satisfaction. ### Comparison between traditional and digital banks | Bank | Availability | HSLU Rating | |---------|-------------|-------------| | UBS | 24/7 | 5 stars | | BLKB | 24/7 | 5 stars | | Revolut | Limited | 1 star | | Neon | Limited | 1 star | | Zak | Limited | 1 star | | Yuh | Medium | 2 stars | | Swissquote | Medium | 2 stars | ### Implications for cross-border workers For cross-border workers, the choice of bank can significantly influence the quality of life. Reliable customer service can make a difference, especially for those who need assistance outside working hours. Therefore, it is important to carefully evaluate the available options and choose the institution that b...

Punti chiave

What to do to improve customer service If you are dissatisfied with your bank's customer service, there are some concrete actions you can take. First, you can contact the bank to express your concerns and request improvements. Additionally, you can consider the option of switching banks, choosing one with more reliable customer service. ### Steps to change banks 1. Evaluate options: Use tools like the bank comparison calculator to compare offers from different banks. 2. Contact the new bank: Request information about the services offered and the quality of customer service. 3. Open a new account: Follow the procedures to open a new account at the chosen bank. 4. Close the old account: Once the funds have been transferred, close the old bank account. ### Useful tools To compare offers from different banks, you can use tools like the bank comparison calculator. This tool allows you to evaluate not only the fees but also the quality of customer service, helping you make an informed decision. ### Conclusion Choosing the right bank can have a significant impact on the quality of life for cross-border workers. Therefore, it is important to carefully evaluate the available options and choose the institution that best meets your needs. Using tools like the bank comparison calculator can help you make an informed decision and improve your banking experience. Source: tio.ch

Punti chiave

[{"q":"Which banks offer the best customer service?","a":"UBS and the Basel-Landschaft Cantonal Bank (BLKB) provide the best customer service, with 24/7 availability and a 5-star rating from HSLU."},{"q":"Why do digital banks have inferior customer service?","a":"Digital banks often focus on advanced technologies, such as artificial intelligence, which can be ineffective for those needing personalized assistance. Additionally, reduced service hours can further limit customer satisfaction."},{"q":"What can I do if I'm dissatisfied with my bank's customer service?","a":"You can contact the bank to express your concerns and request improvements. Additionally, you can consider switching banks, choosing an institution with more reliable customer service."}]

Frequently Asked Questions
Which banks offer the best customer service?
UBS and the Basel-Landschaft Cantonal Bank (BLKB) provide the best customer service, with 24/7 availability and a 5-star rating from HSLU.
Why do digital banks have inferior customer service?
Digital banks often focus on advanced technologies, such as artificial intelligence, which can be ineffective for those needing personalized assistance. Additionally, reduced service hours can further limit customer satisfaction.
What can I do if I'm dissatisfied with my bank's customer service?
You can contact the bank to express your concerns and request improvements. Additionally, you can consider switching banks, choosing an institution with more reliable customer service.

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