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.
