90% of Top Credit Unions Win SMB Loyalty With Digital Payments Tools

That is the underlying signal in the PYMNTS Intelligence and Velera report, “Credit Union Innovation Readiness: The Real Story Behind Member Churn.”

The report finds that most small- to mid-sized business (SMB) members remain loyal for now, but that loyalty depends on whether credit unions can meet rising expectations for digital tools and ease of use. While relationship banking still matters, it is no longer enough on its own.

The institutions gaining ground are the ones that make it simple for business owners to manage cash flow, access credit and onboard digitally without friction.

What stands out is not just the risk of churn. It is the opportunity embedded in how SMBs define a better experience.

Businesses are signaling clearly what they want. They are looking for tools that mirror the speed and convenience they already use in their personal financial lives. Credit unions that deliver on that expectation are seeing stronger retention and deeper engagement.

• 38% of SMB members are at least slightly likely to leave their credit unions within the next year, signaling a meaningful pool of at-risk relationships.
• 70% of SMBs that switched institutions prefer digital onboarding, showing how central self-service and speed have become in winning new business accounts.
• 90% of top-performing credit unions offer contactless cards, compared to far fewer mid-tier institutions, highlighting how even basic digital capabilities separate leaders from laggards.

The more revealing takeaway is how innovation readiness shapes outcomes. Top-performing credit unions are not just offering more products.

They are building systems that allow them to move faster. They rely more heavily on partners. They close gaps more quickly. And they align new features with what business members actually use.

That matters because SMB expectations are rising in specific ways. Businesses want instant access to funds. They want integrated tools that connect payments, payroll and cash flow. They want onboarding that happens in minutes, not days. And they are willing to switch providers to get it.

There is also a geographic twist. Smaller markets are not immune. In fact, SMBs in small towns show a higher overall likelihood of switching than those in urban areas, even if fewer say they are ready to leave immediately. Limited options may be masking underlying dissatisfaction.

The encouraging part for credit unions is that the path forward is clear. The same gaps driving churn are also the roadmap for growth. Digital onboarding. Open banking connections. Real-time payments. Better mobile tools. These are not abstract goals. They are defined priorities backed by user behavior.

Credit unions still have an advantage. They have trust. They have relationships. And most SMBs are not actively looking to leave today.

At PYMNTS Intelligence, we work with businesses to uncover insights that fuel intelligent, data-driven discussions on changing customer expectations, a more connected economy and the strategic shifts necessary to achieve outcomes. With rigorous research methodologies and unwavering commitment to objective quality, we offer trusted data to grow your business. As our partner, you’ll have access to our diverse team of PhDs, researchers, data analysts, number crunchers, subject matter veterans and editorial experts.