Customer feedback from various online sites is important in decision-making for financial institutions especially banks. According to a survey, 87% American customers find reviewer star ratings very important. It is essential to track customer reviews for the success of a financial institution. Categorization of reviews according to various aspects of banking service delivery, such as mobile banking would create a direct impact on improving customer experience. According to a study by Harvard Business School, one star increase in rating would trigger a 9% revenue increment. Responding to reviews, appropriate action must be taken by someone in authority to increase the star rating. Read more at: https://thefinancialbrand.com/64557/social-media-reviews-customer-experience/