Yes many private banks service these days has degenerated to PSU bank levels and in fact some PSU banks service has improved a lot so much that lately I feel there is not much difference in service. Yes, product-wise some private banks do have the upper edge and in some rural areas, PSU banks service is still crap.
Kotak for example has taken 15 days to open new savings account for me and 1 month to issue me correct debit card for that account. They have no chip shortage/supply issues. It is just plain lethargy/laziness/red tape. Also employees not trained to know their own latest rules so they give flat out incorrect info very confidently and call customer misinformed then apologize after complaint.