HispanicBusiness

While the traditional means of servicing small business customers, such as in-branch banking and providing a knowledgeable account manager, have a high importance weight in overall satisfaction, newer areas of opportunity are emerging as a way for banks to differentiate themselves from competitors. For instance, mobile banking usage among small business customers has doubled from 2011, from 5 percent to 10 percent year over year, and is nearly on par with retail banking customer mobile banking usage (13%).

Small Business Bank RankingsHuntington Bank ranks highest in small business banking satisfaction with a score of 793 and performs particularly well in account activities, product offerings, fees, and account information. Following in the rankings are SunTrust Bank (774) and BB&T (772).

The 2012 U.S. Small Business Banking Satisfaction Study includes responses from nearly 7,246 small business owners or financial decision-makers who use business banking services. The study was fielded from August 10, 2012 through September 10, 2012.

Customer Satisfaction Index Ranking J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale) For Consumers

Huntington Bank 793 5

SunTrust Bank 774 4

BB&T (Branch Banking & Trust) 772 4

Regions Bank 760 4

Chase 758 4

U.S. Bank 758 4

Comerica Bank 754 4

Union Bank 753 4

TD Bank 752 4

Bank of the West 751 4

M&T Bank (Manufacturers & Traders Bank) 751 4

BBVA Compass 749 4

PNC Bank 746 4

BMO Harris Bank 744 3

Small Business Average 736 3

KeyBank 733 3

Citibank 731 3

Charter One 729 3

Wells Fargo 723 3

Capital One 722 3

Citizens Bank 721 3

Associated Bank 714 2

Fifth Third Bank 713 2

Bank of America 702 2

HSBC 702 2