I've been with Barclays my entire working life.
I actively avoid telephone and online banking because..call me old fashioned I like the human touch.
I like that I can go into the local branch, I recognise the staff can chat to them and pop a pound in one of the collection boxes.
I would be gutted if our local branch closed or became manned by robots.
As regards customer experience, I'm just an ordinary working woman but have only had positive experiences with Barclays.
For example my mother who also banked with them was just a pensioner with a very tiny estate but when she was admitted to a hospice and had no will or arrangements in place the bank manager of the local branch went and saw her there, sat by her bed and because she was partially sighted very patently helped her sort out her affairs explaining what needed doing.
You wouldn't get that from a machine.