Small-business owners' satisfaction with and loyalty to big banks declined again this year, according to a J.D. Power and Associates study. Satisfaction fell to 711 on a 1,000-point scale, from 718 in 2009. Loyalty to one bank also decreased as 19% of small-business customers said they will definitely go back to their bank, down from 34% in 2008. SunTrust ranked No. 1 in small-business customer satisfaction, up from sixth place last year.