"Where are the ATMs": Leumi CEO asked on X for suggestions to improve service, customers criticized

Bank Leumi CEO Hanan Friedman opened a thread on X asking the public for suggestions to improve service. Within about a day, the tweet garnered approximately 255,000 views and hundreds of responses, alongside sharp complaints about fees, telephone service, ATMs, and the app. Friedman responded to some of the inquiries, but not all.

Bank Leumi CEO Hanan Friedman opened an unusual thread on X yesterday (Thursday), inviting the public to suggest ways to improve service. Within about a day, the tweet garnered approximately 255,000 views, more than 850 responses, and about 1,000 likes. Alongside substantive suggestions, the thread drew sharp complaints about fees, telephone service, ATMs, and the app. Friedman responded to some of the inquiries, but not all. The move is part of Leumi's effort to improve its service image, after years in which it was considered a weak point. Among other things, the bank established the "CEO Patrol," a special service team directly subordinate to Friedman. However, in the latest Bank of Israel satisfaction survey, Leumi received low scores in recommendation of the bank and perception of fairness, and ranked last in proactivity in cost reduction.