U.S. Small Business Banking Satisfaction Study
Understand What Small Business Customers Need
The Small Business Banking Satisfaction Study evaluates how small business owners rate their primary financial institutions. It reveals how the largest U.S. banks perform in meeting the needs of businesses with $50K–$20MM in annual sales, and identifies the drivers of satisfaction, loyalty, and long-term relationship value.
What the Study Measures
A Comprehensive View of Small Business Banking Performance
Evaluates customer experience across seven core dimensions:
• Account offerings tailored to small business needs
• Banking how and when I want across channels
• Digital tools supporting business operations and cash flow
• Helping save time or money through products and services
• Level of trust in financial guidance and support
• People, including relationship managers and service teams
• Resolving problems quickly and effectively
Includes:
• Competitive intelligence across small business banking providers
• Voice-of-customer feedback from business owners
• Annual rankings and licensing opportunities
• Annual executive presentation and strategy session
How It Works
How the Small Business Banking Study Works
• Captures feedback from small business owners and decision makers across primary banking relationships
• Measures satisfaction across products, services, digital tools, and relationship support
• Segments results by business size, revenue, and banking needs
• Links satisfaction to loyalty, retention, and long-term relationship value
Core Strengths
Stronger Relationships, Faster Growth
• Identifies what small business owners value most in their banking relationships
• Reveals experience gaps across digital, service, trust, and operational areas
• Enables banks to prioritize investments that boost satisfaction and loyalty
• Helps reposition offerings to better meet evolving small business expectations
Business Impact
Strengthen Relationships, Drive Advantage
• Provides insight into how small business customers perceive your bank vs competitors
• Helps prioritize products, services, and touchpoints that drive satisfaction gains
• Supports product refinement and account-offering optimization
• Reduces churn through targeted improvements in service, digital, and advisory experiences
• Enhances brand credibility through JD Power award recognition
Key Dates
2026
Field Start: May 2026
Publish: October 21, 2026
Press Release: October 27, 2026
Field Start: June 2026
Publish: October 15, 2026
Press Release: October 22, 2026
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Profiled Brands
2026 U.S. Profiled Brands
Bank of America
BMO
Capital One
Chase
Citi
Citizens Bank
Comerica Bank
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Flagstar
Huntington
KeyBank
M&T Bank
PNC Bank
Regions Bank
Santander Bank
TD Bank
Truist
U.S. Bank
Wells Fargo
2026 Canada Profiled Brands
BMOCIBCRBC
Scotiabank
TD
Who should use it
Designed for Leaders Driving Small Business Growth
• Bank executives and senior leadership
• Small business strategy teams
• Product and service development leaders
• Marketing and customer experience teams
• Digital banking and innovation groups
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
