It is only correct that the main retail banks should have taken a long hard look at the way they operate their businesses and treat their customers: if a single lesson was to be learned from the National Irish Bank debacle, it was that customers should not be taken for granted. . . or taken for a ride.

Bank of Ireland - like the TSB - has revamped its current account system, and good riddance too to the myriad of different charges and fees for writing a cheque, using an ATM machine or setting up a direct debit. Now customers can opt to pay as they go, transaction by transaction or opt for a single charge for a set number of transactions.

Bank of Ireland has decided to go one step further by announcing that between now and the year 2000 it will have introduced what it is calling 100 Steps to Better Banking.

The bank describes this as "radical product and service improvements for personal and business customers", some of whom will probably describe it as nothing more than a marketing stunt - every month another few will be launched, ensuring on-going media attention.

But the bank says it has undertaken a survey of 100,000 customers who have told them that they want more transparency, fewer charges, faster delivery times and better and more respectful service. The steps introduced last week include: naming a personal contact person in every branch for every customer, returning PASS cards right away if they are swallowed by an ATM machine, reducing loan-approval times and offering all customers who have a new baby a "Babybreak" - a repayment holiday of up to three months on all mortgages and loans.

Another benefit will be offered to all new home mortgage borrowers who will receive three months' worth of free home insurance and six months' worth of mortgage repayment insurance.