The Power of Positive Reviews

In today’s digital age, word of mouth has gone virtual—and it’s more influential than ever. While traditional forms of advertising still play a role, online reviews and feedback are quickly becoming one of the most powerful tools in shaping a bank’s reputation and attracting new business.

But beyond the bank’s reputation, positive reviews also create real value for customers and the community. Here's how.

1.  Build Trust and Confidence in Banking

Money matters are deeply personal. Whether it’s choosing a checking account, getting a mortgage, or applying for a small business loan, people want to feel secure and supported. Positive reviews reassure potential customers that they’re making the right choice, especially when the feedback comes from real people in their own community.

2.  Help Customers Make Smarter Choices

Reading about someone else’s experience can give you a clearer picture of what to expect—from customer service to mobile banking features. That means fewer surprises and better financial decisions. Honest reviews can also help customers find the right fit for their financial needs, whether that’s a high-yield savings account, a personal banker who really listens, or a branch that goes above and beyond.

3.  Drive Better Service for Everyone

When banks pay attention to feedback—especially online reviews and surveys—they learn what’s working and strive to deliver that same level of service across all delivery channels. Your kind words can reinforce good habits and inspire staff to continue providing excellent customer care. This elevates the overall experience for everyone who walks through the door.

4.  Support Local Communities

Local banks often serve as community cornerstones—supporting small businesses, sponsoring events, and offering personalized financial guidance. When you leave a positive review, you help strengthen a local institution that reinvests in your community. More visibility means more growth, more jobs, and more community involvement.

SUPPORTING YOUR COMMUNITY BY BANKING LOCAL

5.  Create a Cycle of Improvement and Accountability

Even though we’re focusing on the positive, all feedback matters. Constructive comments help banks identify pain points, fix problems, and adapt to customer needs. When customers speak up—and banks listen—it creates a partnership that leads to better services, smarter products, and stronger financial outcomes for everyone.

6.  Build Relationships, Not Just Transactions

Responding to reviews is an opportunity for banks to engage with the people they serve. Whether it's a simple “thank you” or a more personal reply, that interaction helps build a deeper, more human connection between the bank and its customers. When you feel heard and valued, you’re more likely to stay loyal—and recommend your bank to others.

7. Don’t Sleep on Customer Surveys

While online reviews hold a lot of value for banks and their customers, online surveys are an invaluable tool for banks to get direct feedback to specific questions. Many times, surveys are built on the backs of online reviews and can address internal and external concerns. Take a look at the following hypothetical examples:

The Situation: An online review was posted to Google Reviews stating a Personal Banker at Shore United Bank went above and beyond assisting them in their banking needs. In the same week, another review comes in for the same bank, but for a different branch, stating how friendly their Banking Specialist was to them earlier that day.

Example 1 (external surveys): The bank sees these two reviews and decides to send out a survey to their customers to confirm that all branches are going above and beyond for their customers. The survey may ask customers specific questions related to how friendly bank employees are upon entering, rate their experience based on customer service, or ask for examples in which the customer feels the bank’s employees went above and beyond.

Based on the results of the survey, the bank will be able to target branches and areas that may need improvement and be able to offer training to improve overall customer service.

Example 2 (internal surveys): After reading the two positive reviews mentioned above, the bank wants to identify how employees are providing their customers with such great customer service. An internal survey is sent to bank employees asking questions about job satisfaction, how they greet their customers, and instances in which they went above and beyond for their customers.

Employee survey results and customer survey results can then be compared and used to pinpoint areas in need of improvement, while also assisting in implementing ‘best practices’.

WHY IT MATTERS: CUSTOMER SERVICE & BUILDING STRONG RELATIONSHIPS WITH YOUR BANK

8. Your Words Matter

Your experience matters not just to your bank, but to your neighbors, friends, and fellow customers. Every positive review has the power to shape someone else’s banking journey, support your local economy, and help your bank grow into an even better financial partner.

SWITCHING BANKS CAN BE A PIECE OF CAKE

Have a great experience with Shore United Bank? Share it! Your review could make someone else’s financial decision easier and help strengthen our communities. Click the button below to find your local branch, then click the link associated with that branch. From there you can write your own review and read what others have to say about Shore United Bank!

LEAVE A REVIEW FOR SHORE UNITED BANK