2009 Small Business Banking Study

Account Activities: This score is based on how small business banking customers rate the promptness and speed of completing transactions, knowledge and courtesy of branch representatives and the range of available services. Close Credit Services: This score is based on how small business banking customers rate the availability of credit, timeliness of approval and disbursement of funds and competetiveness of interest rates. Close Account Manager: This score is based on how small business banking customers rate the degree they are kept informed of new products, responsiveness to questions/requests, financial institution’s representative’s ability to design solutions to meet their needs, and time spent helping them understand their options. Close Problem Resolution: This score is based on how small business banking customers rate their primary financial institution on their handling of a recent problem. Close