Small Business Banking Satisfaction Study

small business owners

The J.D. Power Small Business Banking Satisfaction StudySM explores small business owners’ satisfaction with the largest financial institutions in the United States. Study findings are used to Identify opportunities for financial institutions looking to help small business customers navigate marketplace realities today and in the future.

A subscription provides a clear understanding of which banks perform well in managing relationships with small business customers and why. This study is available in U.S. and Canada.

small business owner
packing up boxes


Why subscribe?

  • Critical insights about small business owners’ perceptions of your bank’s ability to meet their needs and expectations
  • Confidence to prioritize investments and initiatives around the factors that are shown to drive the most substantial increases to customer satisfaction
  • An evaluation of products and services using real voice-of-the-customer data to ensure that they are in sync with evolving customer desires and needs
  • Resources guided by intelligence about evolving user expectations, industry trends and expert insights

Experiences Explored

Customers surveyed in this analysis answer questions about key topics about their current primary financial institution, such as:

  • Current Primary Financial Institution
  • Brand Image
  • Account Application/Opening
  • Product & Fees
  • Interaction Channels
  • Problem Resolution
  • Credit Services
  • Enhancing Customer Experience
  • Economic Perceptions

Key Dates

2023 U.S. Dates 

23 US small biz

2023 Canada Dates 

CA 23


*Subject to change

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the regions profiled this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.


Profiled Brands

Brands profiled in previous years will be added when available. View profiled brands in the past year from the list below.

2022 U.S. Profiled Brands

  • Bank of America
  • Bank of the West
  • BMO Harris Bank
  • Capital One
  • Chase
  • Citi
  • Citizens Bank
  • Comerica Bank
  • Fifth Third Bank
  • First Horizon Bank
  • Huntington
  • KeyBank
  • M&T
  • PNC Bank
  • Regions Bank
  • Santander Bank
  • TD Bank
  • Truist
  • U.S. Bank
  • Union Bank
  • Wells Fargo

2022 Canada Profiled Brands

  • TD Canada Trust
  • RBC Royal Bank
  • BMO Bank of Montreal
  • CIBC
  • Scotiabank

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