Yes - I think it’s circumstantial to the extent that it’s not the policies and practices of a bank as a whole that determines the quality of the experience you have with that bank - it’s the expertise, intelligence and interpersonal skills of the individual banker that you’re dealing with. In round terms, banks are all pretty much the same - but individual staff are not.
If the staff hung around long enough to have a relationship with I might agree with you. But we've seen three different mortgage managers in our Kiwibank branch in the last six months. Each one said we could have everything we wanted but once we applied they said no.
Whilst internet banking has had lots of upsides I'm never in a branch to talk to someone to create a relationship. Long gone are the days when my bank manager would know the names of my kids and would approve 10k loans over the phone.