CBA Shares Surveys and Findings from America’s Leading Retail Banks on Small Business Trends

In the third blog of Small Business Spotlight 2025, the Consumer Bankers Association (CBA) is sharing the important insights by America’s leading retail banks about small businesses, from client sentiment and outlook to the banking services that small businesses use the most. 

These insights – provided by CBA members JPMorgan Chase, Capital One, and Citizens Bank – allow these banks to continue providing high quality support to their clients and elevate Main Streets across the country.

JPMorgan Chase

A new Chase survey highlights the resilience of small businesses in the face of new economic pressures. Small business owners are taking the opportunity to adapt and innovate despite inflationary challenges, hiring shortages, and tariffs looming.

  • The Chase survey, conducted across six cities (Boston, Chicago, Houston, San Diego, Seattle and Tampa) in the United States, reports that 41 percent of small businesses are in “growth mode” – meaning they are looking to expand, increase sales, and hire more staff. 

  • In addition to this growth, businesses are also investing in technology – such as digital payments and payroll software – to prioritize employee retention and supply chain adaptations to increase revenue. 

The Capital One Insights Center shared new research last month on small business trends as part of its ongoing research to better understand the strategies and resources entrepreneurs use to grow their businesses. This latest survey highlights the important financial tools small business owners use to be adaptable when navigating challenges.

  • Small business owners face shifting priorities throughout the year when managing their businesses. Nearly half of all small business owners said that the past year (2024-2025) had been the most difficult to run their small businesses, while 56 percent said they have faced more uncertainty in 2025. 

  • Banks offer many digital tools to help small business owners better navigate this uncertainty, and data from the Capital One Insights Center survey shows 90 percent of small business owners agree that digital tools helped them run their businesses more efficiently and find new customers.

“Market conditions and overall optimism will always fluctuate, but what matters is how businesses respond and adapt to the moment,” said Ben Walter, CEO, Chase for Business. “Small business owners are some of the most resilient and forward-thinking leaders out there – constantly adopting new tools and navigating challenging times with grit and innovation.”

To learn more and read the survey, click HERE.

These small businesses were 1.4 times more likely to buy local and integrate AI tools to keep innovating and growing. Much of their work paid off – with 71 percent of businesses in the cities surveyed seeing rising revenues.

Capital One

  • In the survey, Capital One asked small businesses to identify the banking tools they used the most and which tools were the most helpful. Businesses responded that Customer Relationship Management (CRM), bookkeeping/accounting software, business credit cards, and payroll processing were the most useful services provided to them.

These tools help streamline the daily needs of businesses; from customer insights, to payroll management, to affording business owners credit flexibility when they need it – which in turn allows owners to focus on the big picture. 

“Small businesses are critical to the strength of the American economy and the health of local communities across the country,” says Konrad Schwarz, Head of Business Cards & Payments at Capital One, “we’re proud to support these entrepreneurs and job creators as they look to navigate their own set of business challenges and seize new opportunities.”

To learn more about Capital One’s survey and the Insights Center’s methodology, click HERE.

Citizens Bank

The Citizens Bank 2025 Business Survey reports how small business owners are learning from financial insights to help their businesses succeed. The survey found the most optimistic small and midsize businesses (SMBs) gain financial insights from their CPA, attorney, or business bankers to help make the most of their company’s finances. 

Almost half of all business leaders surveyed who turn to experts like their business banker for financial advice can improve their decision-making and increase profitability. 

  • “Working with the right team of experts is important, even for experienced business leaders. Whatever stage your business is in, financial advice can help you bring your business’ vision further into focus and plan for the next step,” says Meline Gasparyan, Head of Business Banking Treasury Solutions at Citizens Bank. 

About 84 percent of SMBs who utilize financial insights say their business banker is a key member of their team of advisors. Data shows that expert advice from a business banker can help small businesses gain better access to credit, have better cash position insights, stronger decision-making, and more.

  • This attention to financial insights has helped SMBs better understand growth trends – where 69 percent feel they will see significant growth over the next five years, compared to other businesses who do not prioritize financial insights.

Relying on advice from trusted experts and using financial data-gathering tools helps business leaders with cash flow management, business planning, succession planning and making informed, confident decisions. Read more about the survey HERE.