M&T tops J.D. Power study

Nov 3, 2017

Buffalo based M&T Bank is number one in the Northeast for small business banking satisfaction according to the latest study by J.D. Power.

Bob Neuhaus, Banking Practice Lead at J.D. Power, says a dedicated account manager is important for small businesses. He says, M&T stood out because of its effective business bankers.
"The other big issue is branches are still very important to small businesses, and M&T did a very solid job of taking care of the business banking customers in their branches," Neuhaus said.  

Neuhaus says the study shows small businesses tend to be more sensitive about customer service than retail customers.

"Retail customers are increasingly going digital in their relationships and reducing their reliance on the branch. Where the business customer still is heavily reliant on that face-to-face contact with their bank."  

Based on a 1,000-point scale M&T ranks highest in the Northeast with a score of 815. Capital One ranks second with 813 and TD Bank ranks third with 809.