If your bank has ever hit you with an unexpected fee, bounced you between departments to fix a simple issue, or left you waiting weeks for a loan decision — you’re not alone. In fact, many of us have come to expect this level of service from our financial institutions. But the real question is: Why?

According to the newly released J.D. Power 2025 U.S. Retail Banking Satisfaction Study, customer satisfaction is, somehow, up. The average score across Pennsylvania banks rose 11 points over last year, landing at 655 on a 1,000-point scale. That’s right: Banks are celebrating a 65 percent satisfaction score like it’s a gold star. In high school, 65 percent meant you were barely passing — or failing, depending on the teacher. Yet here we are, applauding mediocrity. Even more stunning, some of the region’s biggest banks couldn’t clear that already low bar, according to the Philadelphia Business Journal​.

The Familiar Frustration of Big Bank Bureaucracy

There’s no question that big banks dominate the market — but their size often works against the personal attention businesses need. Whether it’s confusing fee structures, constant turnover of loan officers, or decisions that come from a corporate office several states away, many businesses feel like just another number.

The truth is our expectations for banking have been lowered over time. We’ve grown used to declining service, increasing fees, and diminishing human interaction. And with some local bank closing branches faster than parking spots disappear on Gay Street on Friday night, the focus clearly isn’t on building better relationships with business customers.

The Community Credit Union Difference

So where can businesses turn? A growing number are finding their answer in local, community-focused financial institutions like Propell Credit Union.

Unlike traditional banks, Propell isn’t owned by shareholders — it’s owned by its Members. That shift in accountability makes a big difference.

Propell was born from a need to serve the under-banked business communities of Delaware and Chester counties. With a rebellious streak and a direct approach, Propell intentionally cut the red tape to offer what many banks don’t: Practical, accessible, and transparent financial services that empower members to grow.

Raising the Bar for Business Banking

The 2025 J.D. Power study points to marginal improvements in big-bank service. But is that really enough? Are we content with financial institutions that celebrate 66 percent problem resolution? Should we accept a model where only 59 percent of issues are solved on the first try?

Business owners wouldn’t accept this from their vendors, clients, or employees. So why is it acceptable from their bank?

And business owners are noticing. Propell recently ranked fifth among the fastest-growing commercial lenders in the Philadelphia region​ — a testament to its approach and impact.

The good news is better options exist — right here in our own community. Community credit unions like Propell are redefining what business banking should look like: service that’s personal, products that are practical, and decisions that are made by people who understand the local economy because they live and work in it too.

So next time your bank makes you feel like just another account number, remember you don’t have to settle. You don’t just have to bank. You can belong.

Learn more at Propell Credit Union.