Specialist on banking with the firm David Black said these qualities should be central to the way customers are treated.
He added: "Having someone who you can understand, who quickly grasps what you're after and who is able to provide the relevant solution in a kindly manner makes good customer service."
Those who are unhappy can change banks, but there may also be the option of referring any complaint to the Banking Ombudsman, after any direct attempts to resolve the matter with the bank in question have been exhausted.
Mr Black was speaking after a survey was published this week by consumer group Which?
It found that the banks where the taxpayer has a large stake were the worst for customer satisfaction, with Bank of Scotland having the lowest customer satisfaction rate at 41 per cent, followed by Halifax, Northern Rock and Lloyds TSB.
First Direct came top for satisfaction, followed by the Co-operative Bank.