Branches open five days
BNZ has announced a significant shift back towards traditional banking by ensuring that all its branches across New Zealand will be open five days a week by April 2025.
This change comes in response to increasing customer demands for more in-person services.
Adapting to changing customer needs
During the pandemic, BNZ adapted its operations to the rising preference for digital services.
“In recent years, we saw a massive shift in customer demand towards online and call centre services, which was accelerated hugely during the pandemic,” said Anna Flower, BNZ executive of personal and business banking. “We adapted quickly at that time by moving our bankers to where our customers needed us most, which saw us reduce the number of days many of our branches were open.”
Restoring face-to-face interactions
Post-pandemic trends have shown a continual evolution in customer preferences, with a noticeable return to valuing face-to-face interactions, especially during significant life events such as starting a business or purchasing a home.
“Post-COVID, customer preferences have continued to evolve, and in those moments that matter, such as starting a business, dealing with a bereavement, or buying a home, we’ve heard from our communities and our personal and business customers that they want more opportunities to talk to us face-to-face,” Flower said.
She stressed the importance of personal connections.
“For those significant moments, we understand it’s the personal touch that counts,” Flower said. “That’s why we’re bringing back five-day-a-week opening to give customers access to our bankers’ expertise when and where they need us.”
BNZ branch opening details
BNZ, which earlier this week unveiled its first ever Maori Business Sentiment Survey, has outlined that branches in locations such as Feilding, Matamata, Oamaru, Te Awamutu, Thames, Te Puke, and Wānaka will be among the first to return to the full five-day schedule. All remaining branches will follow suit by the April 2025 deadline.
“This means where there’s a BNZ branch near you, the doors will be open 9.30am until 4.00pm, a minimum of 5 days a week,” Flower said.
This strategic move by BNZ aims to blend the convenience of digital banking with the irreplaceable value of in-person consultations, aligning with the evolving preferences of their customers.
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