white paper

By Delvinia – State of the American Small Business Banking Experience


This whitepaper from Delvinia and Phase 5 is based on a joint study that identified and measured the critical factors that drive loyalty by surveying small business owners (SBOs) about their perceptions of their bank when it comes to innovation, user experience (UX), customer experience (CX) and customer centricity. This was an online survey of 650 small business owners in Canada and the United States and included a mix of business sizes, sectors, and locations.

The majority (91%) of American SBOs felt their business banks were customer-focused, but acknowledge that there was still room for improvement in other areas, such as innovation or digital experience. Additional key insights covered in this whitepaper include:

  • How business banking customers rate their bank on dimensions of customer service, innovation and user experience;
  • What’s important to them, and the gaps they have experienced;
  • A summary of business banking customers’ top banking needs as they look toward a post-pandemic future.

Download the whitepaper here

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