I can't speak for everybody, but I'm a big fan of the fact that my bank-experience is a credit card, an online app with digital signature features and a distant, streamlined call center. I can get someone on the line in seconds, 10 (I think) hours a day, 6 days a week. They can fix 80% of my problems immediately, and escalate the rest, in those cases they typically return my call in <24 hours. My favourite: No faux "we have a special, personal relationship, part of the community"-crap. My previous bank was 20 minutes away and was only open when I was at work. I had to take time off from work to do what I do in three minutes on the phone today.