February 26, 2025 – Middle market U.S. companies are increasingly critical of their bank’s digital platforms, with declining satisfaction rates being driven by lower scores from a growing cohort of younger executives. 

Coming out of the global pandemic, middle-market companies were quite pleased with their banks’ digital platforms. Since then, satisfaction scores for the “overall digital experience” have fallen steadily. In 2021, 70% of middle market business owners and executives gave a favorable rating for their digital banking experience. By 2024, the proportion dropped to 53%. 
New data from Crisil Coalition Greenwich signals the decline in digital satisfaction scores is driven by the arrival of a new generation of younger, tech-savvy business owners and executives. 

“Despite continued investment in their digital transformation, banks are finding it challenging to keep pace with continuously evolving expectations for banking interactions,” says Chris McDonnell Head of Commercial and Digital Banking Analytics at Crisil Coalition Greenwich. “As Generation X and Millennial professionals rise into decision-making roles, the bar for digital interactions is heavily influenced by their non-banking experiences.”

One option for commercial banks to improve client satisfaction scores and help differentiate their digital offerings from those of competitors: Provide better education and support. Crisil Coalition Greenwich research identifies a real disconnect between the expanding capabilities of commercial bank digital platforms and usage rate among clients. Banks have an opportunity to improve the client experience scores by reaching out to companies, training treasurers on the latest capabilities and what their digital systems can do to give them time back and make their lives easier.

The 2025 Coalition Greenwich Best Bank winners in U.S. Middle Market Banking stand out for their ability to combine high-quality day-to-day service and digital banking tools. 

The complete list of the 2025 Best Bank and Share award winners in U.S. Middle Market Banking.