Citizens receives mixed reviews that vary greatly by branch location. The bank's service is often described as fair, but not consistently friendly, organized, fast, efficient, or helpful, particularly online or at other locations. However, specific branches, such as the one on Bolton Street in Marlborough, are highlighted as significant exceptions. Staff at these praised locations are noted for going above and beyond, being very helpful, pleasant, friendly, and understanding. They provide very good banking experiences, handle difficult situations capably, and lead by example. Reviewers credit these teams and managers for making complex processes easier and completing transactions quickly. These employees are considered an asset to the company, with customers noting they are like no other and deserve credit for their patience and hard work, acting as a rose in a thornbush. The overall sentiment suggests that while the broader bank can be inconsistent, certain branches deliver excellent, efficient, and helpful service.
Johnny is always friendly, professional, and efficient. He makes every visit quick and pleasant!
November 2022
Very good Banking experience I have been receiving at CITIZENS your business in and out, my pin number would not work on my Debit card brought it down to the bank gave me a new card 10min I was finished out with the new one and gone very good understanding of customers very helpful to
August 2022
Both the tellers and the bank associates were very helpful and pleasant to deal with. For a typical deposit, to the loan associate I dealt with, it was a good experience.
