Short answer: mixed-to-negative overall — many retail customers report poor branch/call‑center service and frustrating mobile/web banking, while the bank highlights awards and corporate achievements.

What customers commonly say (with representative sources)

• Frequent complaints about customer service: long waits at branches, unhelpful or rude staff, and slow/ineffective call‑centre support. (wanderlog.com)
• Repeated frustration with Sampath’s online banking (Vishwa) and recent app updates: users report slowness, bugs, confusing authentication, and missing features. (reddit.com)
• Social posts and forum threads describe service inconsistencies between branches and occasional internal/staff issues affecting experience. (reddit.com)
• Positive/official side: Sampath Bank cites industry recognition and awards for CSR, sustainability reporting and performance — useful context that the bank promotes as evidence of strong governance and progress. (sampath.lk)

Bottom line

• Everyday customers (especially on social media and review sites) most often describe poor customer‑service experiences and a frustrating digital banking app, while the bank’s official channels highlight awards and corporate achievements. Overall sentiment among ordinary users appears mixed but leans toward dissatisfaction for branch and digital service quality.

If you want, I can:

• Pull recent Google/Trustpilot/Play Store/App Store review scores and recent review excerpts (will fetch current ratings), or
• Summarize only verified complaints/issues (e.g., outages, regulatory actions) from news sources. Which would you prefer?