CA Small Business Banking Satisfaction Study
Understand What Small Business Owners Expect From Their Banks
The JD Power Small Business Banking Satisfaction Study delivers a comprehensive view of how small business owners evaluate their primary financial institutions. Based on direct feedback from small business decision-makers, the study captures perceptions across critical moments of the banking relationship—from onboarding and daily transactions to problem resolution and credit support.
A Clear View of the Small Business Banking Experience
The study measures eight key small business banking experience dimensions:
• Current Primary Financial Institution
• Brand Image
• Account Application/Opening
• Product & Fees
• Interaction Channels
• Problem Resolution
• Credit Services
• Enhancing Customer Experience
• Economic Perceptions
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 the Small Business Banking Study Works
• Surveys small business owners evaluating their primary financial institutions
• Measures satisfaction across key relationship and service interactions
• Benchmarks performance against peer banks and industry leaders
• Applies KPI analysis to identify highest-impact improvement opportunities
• Delivers insights to guide investment and performance improvement strategies
Strengthen Relationships, Improve Business Performance
• Provides competitive benchmarks across peer banks and top-performing largest financial institutions banks in Canada
• Identifies key drivers of satisfaction across the small business banking
• Enables deep analysis through interactive tools and performance segmentation capabilities
• Delivers executive insights with strategic recommendations and best practices
• Supports decision-making with actionable insights into small business expectations
Increase Retention, Expand Business Relationships
• Improves retention by aligning services with evolving small business expectations
• Strengthens trust through consistent delivery of high-quality banking experiences
• Expands relationships through improved product alignment and service support
• Enhances competitive positioning with data-driven performance improvements
• Supports growth by prioritizing initiatives tied to business customer needs
Key Dates
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 that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Profiled Brands
2026 Profiled Brands
BMO
CIBC
RBC
Scotiabank
TD
Who should use it
Designed for Teams Focused on Growth and Retention
• 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.
