- Overall satisfaction among small business banking customers has decreased in 2013 by 9 points (on a 1,000-point scale).
- Banks made fewer changes to their small business customers' fee structures in 2013, which contributes to the increase in satisfaction with fees.
- Mobile banking satisfaction increases 27 points, although usage among small business customers remains low at only 11 percent.
- Fifty-five percent of customers perceive their bank as technologically innovative, down from 67 percent in 2012.
- Forty percent of small business banking customers with an assigned account manager indicate at least one change in account manager during the past year, negatively impacting overall satisfaction.
Small Business Banking Satisfaction Regional Rankings
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Chase Ranks Highest in Customer Satisfaction in the Midwest, West and South Regions,while TD Bank Ranks Highest in the Northeast Region
Overall satisfaction among small business banking customers declines due to dissatisfaction with problem resolution and with the most frequently used transaction methods, branch and online; yet, satisfaction with fees increases, according to the J.D. Power 2013 U.S. Small Business Banking Satisfaction Study.SM