The competition just got a bit tougher for credit unions that lend to small businesses, particularly those owned by women and minorities.

The overall satisfaction score among small business owners who have a relationship with big or super-regional banks was 754 this year. That's down from 2014's overall customer satisfaction score of 766, according to the J.D. Power 2015 U.S. Small Business Banking Satisfaction Study released Thursday.

However, overall banking experience satisfaction was higher among female business owners than male business owners (766 versus 746). Women own 35.4% of small businesses in the U.S.

What's more, women were more satisfied than men with all factors, with the widest gaps existing in product offerings, account activities, credit services and fees, the survey found.

More than 70% of women were optimistic about the outlook for their businesses compared to 69% of men, according to the survey, which was conducted earlier this year.

With higher satisfaction and a more positive outlook on their business, 35% of women said they “definitely will not” switch banks in the next 12 months, compared to 32% of men.

“Banks are paying attention, and they have to as the number of women-owned small businesses in the U.S. has grown to 9.9 million,” Jim Miller, senior director of banking at J.D. Power, said. “With their optimistic outlook, women are likely to want to grow their business, which means their banking needs will also increase, specifically their need for more credit.”

Miller pointed out banks also are focusing on minority-owned small business.

“Asians and Hispanics are the two fastest-growing ethnic populations in the U.S., so the expectation is that their ownership of small businesses also will increase,” Miller said. “Looking forward, it is very important for banks to help minority-owned businesses open their doors and grow.”

Overall satisfaction with their banking experience is highest among African-American small business owners (785), followed by Hispanics (781), Caucasians (754) and Asians (744).

Chase ranked highest in small business banking satisfaction in the West region for a third consecutive year, performing particularly well in product offerings, facility, credit services, account manager and channel activities, according to the survey.

Ranked second in the West was Wells Fargo while U.S. Bank took third place. Citibank and Bank of America were ranked fourth and fifth, respectively.

In the Midwest region, Chase also ranked highest, while U.S. Bank and Huntington National Bank were ranked second and third, respectively. Bank of America was fourth and PNC Bank was fifth.

TD Bank ranked highest in small business banking satisfaction in the Northeast region and led in product offerings, facility, fees, account information and channel activities.

Chase ranked second and Wells Fargo ranked third in the Northeast, while Citibank and PNC took the fourth and fifth ranks.

In the South region, Citibank ranked highest and received high marks in product offerings, fees and account information.

Chase and PNC were ranked second and third, respectively, in the South, while Regions Bank was fourth and Wells Fargo took the fifth spot.

The 2015 U.S. Small Business Banking Satisfaction Study included responses from nearly 9,000 small business owners or financial decision-makers who use business banking services. The study was conducted from June 2015 through August 2015.

The study did not include credit unions.

Instant Insights /

Female Business Owners Satisfied With Big Banks

Related Stories

Recommended For You