Canadian small businesses embrace digital banking, but customers want better personal service

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Satisfaction with digital banking among Canadian small businesses is rising, with RBC ranking highest in small business banking customer satisfaction. Mobile banking satisfaction reached 719 points, up 43 points from 2022; overall satisfaction rose 4 points year over year to 656 points, and the share of customers who fully understand mobile banking services increased from 51% to 68%. But 49% of customers have to wait when calling a bank representative, and the share receiving relevant product or financial advice fell to 56%.