Small Business Satisfaction With Credit Card Programs Grows

Small businesses are growing more satisfied with small business credit cards, according to a new study from J.D. Power. 

Many small businesses are facing a number of obstacles in their efforts to grow their enterprises in the current economic environment. But the J.D. Power 2025 U.S. Small Business Credit Card Satisfaction Study reveals that credit cards are a financial tool that can position them for success.

Credit card issuers can increase small business satisfaction with their products to strengthen that customer’s loyalty over time.

The study reveals that small businesses with less stability and greater financial need showed the highest year-over-year improvement in customer satisfaction with business credit cards and their rewards programs. Credit cards and their rewards programs have become critical tools for these businesses, which J.D. Power classifies as financially unhealthy.

The survey indicates that the components of card programs that are of particular importance to financially challenged businesses include balance transfers and benefits and discounts that can help them manage their money.

“Merchants report few macroeconomic differences in the past year and 49% of small businesses are still categorized as financially unhealthy,” John Cabell, Managing Director of Payments Intelligence at J.D. Power, said in a press release announcing the survey.

“It is noteworthy that this group is really driving a significant increase in customer satisfaction with business credit cards,” Cabell added.

J.D. Power notes that 60% of startup companies fall into the financially unhealthy category, which means that issuers that help them meet their goals now may be able to retain their business as they grow into more profitable companies.

The J.D. Power study delivers a welcome message for credit card issuers that serve small businesses. A separate report regarding business credit cards from earlier this year revealed that many card programs don’t offer the features that certain small and medium-sized businesses seek in a payment vehicle.

And other forms of payment, such as buy now, pay later tools, are gaining in popularity with small businesses. The study highlights that BNPL usage among small businesses grew by four percentage points from last year. J.D. Power said that 17% of small businesses now use BNPL services when making purchases. 

But 89% of small businesses made a recent purchase with a credit card, which is significantly more than the share of small companies that recently used other methods of payment, including cash, debit cards, and digital wallets.

For the fifth consecutive year, American Express topped J.D. Power’s ranking for customer satisfaction.

American Express came out on top in overall customer satisfaction for the fifth year in a row in J.D. Power’s study. American Express rolled out enhancements to its U.S. Business Platinum Card earlier this year. Chase ranked second in customer satisfaction.

As credit card issuers finalize their strategies for the coming year, they should bear in mind that just because a small business isn’t in perfect financial health doesn’t mean it can’t be a profitable credit card customer.

“As card issuers continue to refine their benefits and rewards programs for this lucrative segment, it will be important to address the needs of small businesses that may be in vastly different financial situations,” Cabell said.