Metro Bank differentiates itself mainly through a customer-centric, high street retail banking experience that contrasts with the more digital-first or traditional banking models. Key distinguishing features include:
- Extended opening hours: Metro Bank branches are open 7 days a week, including bank holidays, with longer hours to suit customer convenience, unlike many traditional banks.
- No appointment needed: Customers can walk into a branch anytime, open accounts, and receive debit cards immediately, supporting instant service.
- Strong local community focus: Each branch is rooted in its local area with staff who understand their customers personally, fostering deeper community relationships.
- Outstanding in-person service: Staff are noted for being friendly, welcoming, and committed to customer service, creating emotional connections rather than just transactional relationships.
- Unique customer experience culture: The bank invests significantly in people and employee training, with a philosophy of hiring for attitude and training for skill, resulting in a differentiated, enjoyable customer service experience.
- Physical conveniences: Features like on-the-spot card printing and safe deposit boxes cater especially to customers who value face-to-face banking and quick problem resolution.
- Hybrid banking model: While Metro Bank offers an award-winning mobile banking app and online services, it combines this with a strong physical branch presence, especially in the South East of the UK, unlike purely digital banks.
- Comprehensive lending options: Metro Bank provides various business lending facilities including credit cards, overdrafts, and loans, supported by government-backed schemes, which some challenger banks lack.
In summary, Metro Bank's difference lies in blending community-focused, accessible branch banking with modern digital tools, prioritizing convenience, personal service, and an inviting customer experience, which sets it apart from both traditional banks and purely digital challengers.
