2009 Small Business Banking Study

Overall Satisfaction: This score is based on how small business banking customers rate their overall experience with their current primary financial institution. Close Account Initiation/ Product Offerings: This score is based on how small business banking customers rate the ease of account initiation, product offerings, variety of products/services available and competetiveness of interest rates. Close Facility: This score is based on how small business banking customers rate the hours of branch operation, number of branches, and ease of access for their current primary financial institution. Close Fees: This score is based on how small business banking customers rate fees assessed for the current primary financial institution. Close Account Information: This score is based on how small business banking customers rate the clarity and usefulness of account information, ease of accessing acccount infomration and timeliness in receiving statements. Close