Small business banking customers report that they are 'more,' not 'less' satisfied.

• Position: MARKETING NEWS

BANKS MAY BE GOING OUT OF THEIR WAY to ensure that their small-business customers are satisfied in today's competitive marketplace. "Contrary to popular belief that most customers are unhappy with their bank, small-business banking customers are more satisfied than last year across nearly all aspects of the banking experience" says Michael Beird, director of banking services at J.D. Power and Associates, Westlake Village, Calif "In addition, credit availability has increased, indicating greater stability and a return to some degree of normalcy within the small-business banking environment."

Beird made his comments following the recent release of the company's 2011 U.S. Small-Business Banking Satisfaction Study, which showed that overall satisfaction among small-business banking customers has increased from 2010, returning to 2009 levels.

Small-business banking customer satisfaction in...