How customer centric is your bank?

I have my personal account with India's #1 private sector bank. I still have my good, old account with my previous employer (then the #1 pvt sector bank, not anymore...), more for loyalty and sentimental reasons. The new account is where I have most of my key relations, including a loan. 

I just logged in to make an urgent transfer 
- It asked me to change my password. There was no option to do it later, as I was in a hurry. 
- Twice, it would not accept my current password, even though I have logged in. Maybe I entered it wrongly. 
- The third time I was lucky, I could change my password
- Then I had to log in again and make the transaction. 

Wonder how customer-centric is our bank? 
How customer-centric is your bank?