$100m modern makeover planned for BNZ branches

Matt Sale, BNZ head of retail strategy, inside the concept store. Photo / Dean Purcell

BNZ branches around the country are about to receive a facelift in a $100 million makeover.

The bank is refurbishing half of its 179 branches and relocating the rest in an upgrade expected to take two years, which begins with the Kitchener Rd branch in Milford on North Shore in May. The branch will move to the Milford Shopping Centre and open on May 24.

Customers will be informed of the changes by letter and by signage in each store.

BNZ's head of retail strategy Matt Sale said the bank had spent more than two years talking to customers to find out what they wanted from the bank.

Focus groups had been flown to Auckland to sample a demonstration store in an office block above Queen St, to provide feedback on the new format.

Branches will be called "stores" in the redesign which aims to bring the banking experience more in line with a retail shop experience.

Mr Sale said the stores were designed to be more modern and relaxed.

High-definition security cameras, which record people from several angles, including at eye level and from the teller's desk, would be installed to increase store security and to deter robbers.

Some stores, including BNZ's new Queen St store, will offer free internet and children's areas with televisions.

Business customers will be able to carry out quick deposits at the front of the branches, instead of having to walk to the store's rear.

"This investment in New Zealand will create a network of stores that are more conveniently located for our staff and customers," Mr Sale said.

"Each store will also connect at a local community level - for example, digital signage will offer customers the opportunity to promote their local community or charity event through one of our digital screens."

The Herald was given a tour of the demonstration store yesterday, which appeared similar to a mobile phone sales outlet.

Customers can stand at counters, or sit at stools or booths and are served at counters set up in a circular shape at the centre.

CHANGES

New BNZ branches will have:

* Circular teller desks in the middle of the bank instead of the rear.
* Increased security camera surveillance.
* Booths and stool seating for service.
* Video conference facilities.