Unprecedented Study Maps 31,435 Reviews and Reveals Digital Reputation Crisis in Brazilian Banks: 60% of Branches from the 5 Largest Banks Have Critical Ratings

Ex.id and Uberall reveal digital reputation crisis in Brazilian banking: study analyzed 31,435 Google reviews from 498 branches of Itaú, Bradesco, Banco do Brasil, Santander, and Cx Economica Federal across 12 states.
Critical findings: Two banks have ≥60% of branches below 3.0 stars; response time 3x slower than fintechs (3-7 days vs 24-48h), with each delay day reducing visit intention by 8%; regional disparity of up to 1.2 stars between North/Northeast and South/Southeast.
Business impact: Each lost star reduces branch traffic by 5-9%; 87% of consumers check reviews before visiting; banks below 3.0 stars have 32% less product conversion. With 150M+ accounts, 1% retention loss = billion-dollar revenue impact.
"Reviews shifted from opinion to operational KPI in the AI era," says José Jarbas, Ex.id Director. Google Gemini now uses reviews for financial recommendations, making reputation management critical.

Interactive Infographic, Regional Rankings, Bank-by-Bank Analysis, and Executive Implementation Guide:
Infographic (press): https://pesquisa.exid.com.br/infografico/infograficoeng.html
Landing page (general public): https://pesquisa.exid.com.br/

Press Contact: Jose Pereira
Ex.id - Press Office
press@exid.com.br | +55 11 91929-1625
exid.com.br
Av 9 de Julho 4939, cj 43 Europa, Sao Paulo, SP, Brazil

About the Research
Base: 31,435 reviews
Sample: 498 branches across 12 states and 22 cities from the 5 main national banks - Bradesco, Itaú, Santander, Cx Economica Federal, and Banco do Brasil
Margin of error: ±1.8% (95% confidence level)
About Ex.id
Digital marketing agency with 25+ years of operation, specialized in online reputation and digital performance. Official partner of Uberall, global leader in Near Me Marketing with +1,100 enterprise clients in 50+ countries.
Research leadership is by José Jarbas, partner responsible for previous national studies on satisfaction and brand reputation in retail and financial services.
About Uberall
Global leader in reputation management and Near Me Marketing, Uberall serves banks, retail chains, and franchises with multi-location presence. Clients include Commerzbank, Apollo, Barclays, and +60 financial institutions globally.

This release was published on openPR.