Despite criticism of banks over rising fees, tight-lending policies and more, the industry generally received an improved score in a new satisfaction survey.
Researcher J.D. Power and Associates found that small-business customers gave banks an average score of 717 on a 1,000-point scale, up from 711 in 2010. Results were based on responses from nearly 7,000 decision makers at small companies -- those with annual sales from $100,000 to $10 million.
The survey evaluated 24 larger banks, including eight with notable operations in Arizona. Banks were evaluated on eight criteria, including products, fees, account management and problem resolution. Compared with 2010, customer satisfaction rose in all areas except fees.
"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," Michael Beird, a J.D. Power director, said in a statement. "In addition, credit availability has increased, indicating greater stability and a return to some degree of normalcy within the small-business banking environment."
M&I Bank got the highest overall score, 768.
"Although M&I Bank has a higher incidence of maintenance fees than other banks ranked in the study, customers clearly perceive value for their money," Beird said. "While much of the negative press surrounding banks focuses on fees, it's more important to focus on what really matters -- providing a highly satisfying banking experience and ensuring that customers are seeing the value in any fees they pay."
Other banks operating in Arizona that beat the average score of 717 included Comerica Bank (745), Bank of the West and U.S. Bank (738 each) and BBVA Compass (728).
The three largest banks operating in Arizona scored below average. Chase received a grade of 711, Wells Fargo was next to last at 683 and Bank of America was last at 669.
The survey by J.D. Power, based in Westlake Village, Calif., was conducted in August and September.
by Russ Wiles The Arizona Republic Oct. 24, 2011 04:26 PM
Banks score higher in satisfaction survey
Reuters: Business News
National Commercial Real Estate News From CoStar Group
Latest stock market news from Wall Street - CNNMoney.com
- ► 2016 (145)
- ► 2015 (146)
- ► 2014 (102)
- ► 2013 (395)
- ► 2012 (392)
- Reagor: Revised program targets underwater homeown...
- Economists warn housing prices will lose more grou...
- Pending home sales fell 4.6% in Sept.
- Scottsdale condo prices up nearly 5% as foreclosur...
- $1.6 billion Prasada project stays on track in Sur...
- Judge approves Chapter 11 for Realty Executives
- Economy picked up over summer
- Scottsdale approves 2nd plan for apartments near a...
- New-home sales up 5.7%, builders slash prices
- Sarkozy Turns to Hu for China Aid as Europe Expand...
- Greece to get 100 bil euros in more rescue loans
- Home prices up in half of major US cities
- Banks score higher in satisfaction survey
- Ad blasts Romney housing comment
- Arizona underwater homeowners to get refinance hel...
- Phoenix homes, part of segregated past, demolished...
- Debt crisis plan is not yet ready
- Massive West Valley development to launch
- Europe's big banks under pressure in crisis
- Developer lays out ideas for dude ranch in Scottsd...
- Combs: Seller isn't absolved in 'as is' sale
- Realtors decry potential loss of mortgage deductio...
- Wall Street Has Worst Quarter Since Crisis in Bank...
- Arizona unemployment rate down in September
- Scottsdale council OKs first plan for apartments n...
- Scottsdale Waterfront rides wave in low tide
- Citigroup to pay $285 mil to settle SEC fraud char...
- Chase's CEO backs a bright outlook
- Origination News - NAR: Lower GSE Loan Limits Alre...
- Perspective: Problem with Housing 2011
- Office-space rent prices decline in Valley
- The new normal: Higher bank fees are here to stay
- Think before switching banks
- Fed: Crisis alters central-bank focus
- Middle-class homeownership dream may be slipping a...
- World population nearing 7 billion
- Mortgage fraud plea involves 40-plus homes
- TDI proposes 667 apartment units for One Scottsdal...
- Phoenix seeks to cancel $97.4 million pact with Ci...
- Myths, misperceptions about credit scores rampant
- EU exec, France want voluntary bank deal on Greece...
- Report: Fewer foreclosures slowed Sept. resales in...
- Fed minutes: 2 policy makers saw need for bolder s...
- Scottsdale Airport Commission rejects apartment pr...
- FDIC backs ban on banks trading for own profit
- Interest in Scottsdale McDowell Corridor redevelop...
- Census numbers detail Arizona's housing bust
- China investment arm buys bank shares to support m...
- Scottsdale entrepreneur thinks inside the box
- European Central Bank offers banks new emergency l...
- Germany, France devise bank plan
- Moody's sees Volcker rule as credit negative for b...
- Windows of time
- Scottsdale-area home prices edge up in 3 areas
- Phoenix-area home prices remain too cheap
- Phoenix-area real estate collapse echoed troubles
- Phoenix-area home price changes vary greatly
- Realty group opens office in Scottsdale
- Gold drops 1 percent after Italy, Spain downgraded...
- Work to start on renovating retail center
- Rush is on to build 3,500 apartments in Scottsdale...
- Mixed-use project coming to Arcadia
- Interest in Scottsdale McDowell Corridor redevelop...
- Maricopa County tops list for home vacancies
- Census: Housing bust worst since Depression
- Phoenix-area bankruptcy filings continue to drop, ...
- Recent data on housing show things looking up
- CBRE Investors pays $53.5 mil for operations hub
- Proposal to shape access to Sonoran Desert
- Sales up 20% at Scottsdale's Windgate Ranch
- Home prices up for 4th month
- Seattle investors buy W. Phoenix apartments
- Ex-leaders of Radical Bunny face SEC grilling
- Arizona trying new ways to assist homeowners
- Moving to downtown Phoenix has saved couple lots o...
- Reagor: Few details on plan for refinancing
- Rental housing becoming less affordable
- Fulton Homes to open 3 new subdivisions | Central ...
- Cross collateralization can trip up borrowers
- IMF vows to tackle Europe debt troubles
- Scottsdale Airpark multifamily housing plans advan...
- Developer leaves Glendale, Scottsdale picking up p...
- Fed plan, fear push 10-year yield to record low, b...
- Seized lands to be placed on auction block
- IMF downgrades its outlook for U.S., Europe
- Agency encourages short sales by offering money
- Doubting value of owning a home
- ▼ October (87)