Case StudY
High Street Bank
Enhancing Privacy with Sound Masking.
As retail banks continue to adopt open-plan layouts in their branches, maintaining customer privacy and confidentiality has become a significant challenge. Open spaces and consultation rooms designed without traditional walls or doors can make it easier for conversations to be overheard, which is a serious concern when sensitive financial matters are being discussed.
Several branches of a leading high street bank faced this exact problem. Their new modern layouts, featuring open acoustic fins in consultation rooms, were designed to create a more welcoming and relaxed environment for customers. While this approach improved customer interaction, it also posed risks—conversations in these semi-private spaces could be heard by others, threatening the confidentiality of private financial discussions.
To address these concerns, the bank partnered with our team at Sound Directions, to implement sound masking technology in six branches. Sound masking introduces a low-level, unobtrusive background sound, which helps to cover up human speech and reduce the intelligibility of conversations. This minimises the “circle of disruption” – the distance within which conversations can be understood, shrinking it from approximately 15 metres without sound masking to just 6 metres with the technology in place.
A pilot test was conducted at one of the branches, with sound masking emitters installed in both the consultation rooms and surrounding open areas. The results were immediately clear: customers in the consultation rooms experienced improved privacy, and conversations could no longer be overheard outside these spaces. This allowed the bank to maintain the open, modern design that customers appreciated, without compromising the confidentiality of their financial discussions.
Stanislas Boivin-Champeaux, Managing Director of Sound Directions, explained: “The sound masking systems we implemented use a highly measurable and zone-specific approach. This allows us to adjust the level of sound masking gradually, over a period of days or weeks, to find the optimal level for each space. We were pleased to assist the bank in improving customer confidentiality and enhancing the overall service experience.”
By adopting sound masking, the bank was able to enhance privacy across its open-plan branches, allowing customers to feel secure while discussing sensitive financial matters. The solution not only improved confidentiality but also reduced distractions for both staff and customers, creating a more comfortable and professional environment.
About Sound Directions: Sound Directions specialises in providing tailored sound masking and other audio system solutions in a wide range of environments; including office spaces, retail locations, and healthcare facilities. If you’re struggling to maintain confidentiality while offering modern, open spaces to customers – get in touch for a free consultation.