Comerica Incorporated : Corporate Responsibility Report (Customers)
CMA
Published on 07/02/2025 at 11:37
CEO
Letter
About This Report
About Comerica
Corporate Responsibility at Comerica
Customers Colleagues Inclusion Community Environment
Responsible Business
Additional Information
Our customers are at the heart of everything we do. We are dedicated to understanding their unique needs and providing tailored solutions to help them achieve their financial goals. Whether through digital banking tools or new financial products, we aim to provide the most convenient, efficient and secure services available. Building long-lasting relationships with our customers is a priority. We continue to focus on trust, transparency and personalized service to ensure our customers feel valued and supported every step of the way.
Peter Sefzik
Senior Executive Vice President, Chief Banking Officer
Comerica's Promise 20
The Customer Comes First 21
Small Business Support 22
Innovation and Technology 26
Financial Inclusion 28
2024 Comerica Corporate Responsibility Report 19
The Customer Comes First - a Core Value that embodies our unwavering commitment to exceptional customer experience. By working to understand our customers and providing them with meaningful experiences, we are committed to delivering excellent service and tailored solutions, knowing that each decision made is guided by dedication to putting the customer first.
Our commitment to customers encompasses safeguarding their information and protecting them from fraud. It also includes providing secure, innovative technology to enable us to meet their financial needs. By understanding our customers, we are able to leverage our
2024 Customer Initiative Highlights
relationship-based approach to delivering the right products and services to meet their evolving needs. Financial education and inclusion also support our current and future Comerica customers.
As evidence of our customer commitment, Comerica was recognized by Crisil Coalition Greenwich in 2025 with six Best Bank for Business Awards, four of which went to Small Business Banking: Values Long-Term Relationships, Advisory Capabilities of Relationship Manager, Satisfaction with Relationship Manager and Trust for Small Business Banking. Two awards went to Middle Market Banking for Satisfaction with Relationship Manager in
Commercial Bank
Comerica Investment Banking Team
We prioritized introduction of Comerica's Investment Banking team to provide mergers and acquisitions advisory services to our customer base as we continued to build out the team. In addition, we enhanced payment product offerings, established a commercial deposit desk to better assist customers and expanded distribution capabilities to bank-brokered deposits, attracting more third-party payments providers.
the U.S. and Satisfaction with Relationship Manager in the U.S. (West). These recognitions speak to our strong focus on creating deep, long-lasting relationships and our continued commitment to listening and understanding our customers.
Across our three strategically aligned business segments, the Commercial Bank, the Retail Bank and Wealth Management, we work to support the financial success of businesses and individuals. By unifying product management, operations, technology and sales, we strive to provide consistent "One Comerica" delivery across our organization. Initiatives to provide enhanced digital capabilities have improved our customer experience while helping to mitigate risks for both our customers and Comerica. Our digital capabilities help streamline our support for customers, speeding up their implementation of our solutions.
The Comerica Promise guides our interactions as we work to provide the knowledge and
Retail Bank Retail Reimagined
In December 2023, we completed the rollout of Retail Reimagined to banking centers across all our markets. Retail Reimagined positions us to compete, thrive and lead in a new era of hyper-competitive banking and elevated consumer and business expectations. We are
laser-focused on creating a consistent, extraordinary experience for our customers.
Throughout 2024, we continued to refine the operating model to drive greater effectiveness by adjusting the staffing model across our footprint to ensure we have the right people in the right banking centers to serve our customers. We also standardized banking center hours of operation so that our customers have a consistent experience regardless of the location they visit.
expertise to meet the needs of both current and potential customers. Our promise, quite simply, is "to raise the expectations of what a bank can be." By raising expectations, we deliver a higher level of service, a higher level of knowledge and a higher level of experience that customers want and deserve.
Raising expectations also aligns with corporate responsibility. Protecting against fraud and providing responsible marketing, financial inclusion and products that support environmental and social needs all work to support our unwavering commitment to excellence defined by the Comerica Promise.
Wealth Management
Comerica Financial Advisors
In 2024, Comerica focused on integrating our strategic partnership with Ameriprise Financial in order to continue driving success in new client acquisition and supporting existing relationships with best-of-class tools, technology and advice to our brokerage clients. As a result of this partnership, we continue to attract new clients and support the range of customer needs with class-leading solutions.
CEO
Letter
About This Report
About Comerica
Corporate Responsibility at Comerica
Customers
Colleagues
Inclusion
Community
Environment
Responsible Business
Additional Information
A hallmark of our strong reputation is our ability to develop connections with our customers and potential customers. Providing a high level of respect and taking interest in everyone is ingrained in our culture and leads to loyal long-term relationships. Our bankers act with integrity, delivering on our core values, including The Customer Comes First. Colleagues also complete compliance training each year to ensure adherence with applicable regulations and laws. Our interactions lead to a deeper understanding of each customer's unique situation and goals, which allows us to best identify and deliver the right solutions and exceptional service.
What we say and how we say it are foundational to successful outcomes for our customers. We are committed to presenting our products and services in a relatable, clear and honest way in our marketing materials and advertising, which brings value to our existing and potential customers. Our efforts include:
Insights from our frontline colleagues, customer surveys and research to deliver relevant messaging in easy-to-understand terms.
A review of marketing materials for compliance with applicable laws, rules and regulations, allowing for adherence to the Equal Credit Opportunity Act; the Truth in Lending Act; the Truth in Savings Act; Unfair, Deceptive and Abusive Acts and Practices; and the CAN-SPAM Act, among others. This includes identifying proper disclosures, terms and conditions for products and offers.
Applicable legal and compliance reviews in accordance with the Financial Industry Regulatory Authority (FINRA) and the U.S. Securities and Exchange Commission (SEC) regulations for certain types of marketing materials.
Grounded in our proud heritage as a relationship bank, we strive to earn lifelong customers by making their satisfaction our highest priority. Gathering feedback in formal and informal ways supports our unwavering commitment to exceeding customer expectations for the value we deliver and the exceptional service we provide.
As bankers and advisors, we lead conversations with customers that uncover their needs and establish emotional connections.
Our Customer Experience Management (CXM) team regularly conducts focus groups and field research studies to ensure we bring customer-centric insights into our strategic decisions and initiatives as well as our continuous improvement efforts. We work to better serve our customers by deeply understanding their financial goals and banking attitudes to develop the product, technology and service experiences we offer.
Consistently delivering exceptional experiences to our customers depends on the performance quality of every single colleague, every single day. Our VOICES program solicits our customers for feedback each week to help us monitor their satisfaction with Comerica interactions in nearly all of our delivery channels. Findings from the program help us surface actionable opportunities to continually improve experiences in our banking centers, Customer Contact Center and digital products as well as to coach our customer-facing bankers, advisors and associates. We prioritize resolution if customers tell us we fell short of meeting their expectations.
Our Corporate Quality department within our Corporate Affairs Division reviews and tracks customer complaints using our complaint management system. Comerica analyzes data for key trends across business units and customers to identify challenges that might have broad impacts. This allows us to proactively address areas of concern and continually improve our services. Complaint data is regularly provided to Comerica's senior management and the Board's Enterprise Risk Committee.
Our customer relationships are built on trust, including trust in us to safeguard privacy and financial information. While we work diligently to protect our customers' information and privacy, we also provide resources to assist our customers in better protecting themselves. Comerica.com includes a Fraud Center tab with links to summaries of common fraud scams, special alerts to advise customers of known fraud activity and methods for reporting suspected fraud.
Our engagements with external stakeholders reveal that customer privacy and protection - defined as securing customer data, confidentiality and physical safety - are among their most important priorities. Along with cybersecurity, these topics are recognized as critical to our business success. To learn more, see the Privacy and Data Protectionportion of
The Core Value of Trust. Act. Own. creates a culture of respect, reliability and results. We take ownership by stepping up, solving problems and continuing to move forward.
Kesi Bradley
Senior Nonfinancial Reporting Specialist
this report.
CEO
Letter
About This Report
About Comerica
Corporate Responsibility at Comerica
Customers
Colleagues
Inclusion
Community
Environment
Responsible Business
Additional Information
At Comerica, we consistently leverage our expertise in banking business while living our Core Value of "The Customer Comes First." In 2024, we continued our focus on enhancing solutions for small businesses. Specifically, we added more than 100 small business bankers across all markets, increasing our expertise in this space. We continued expanding our signature offerings for small businesses by doubling the number of members for Comerica BusinessHQ™ in Dallas, where small business owners receive a no-cost office, business counsel, access to capital providers and more. In addition, our deposit portfolio outperformed the industry in 2024, and we had the best net customer growth results since 2020. We attribute this growth to our consistent customer satisfaction; we were ranked #1 in "getting things right the first time" and #2 in "overall satisfaction, bank loyalty and likelihood to repurchase" in Barlow Research's 2024 Small Business Satisfaction Report.
We continue to invest in small business success through expanded access to expert bankers, innovative lending programs and award winning treasury tools - all while earning top marks in customer satisfaction, driving meaningful growth and deepening our commitment to the communities we serve.
Omar Salah
Executive Vice President,
National Director of Small Business Banking
Comerica Bank is a National Small Business Administration (SBA) Preferred Lender. Our SBA lending, including government-guaranteed 7(a) and 504 loans, totaled $186 million in 2024. The 7(a) Loan Program, SBA's most common loan program, includes lending that ranges from $10,000 to $5 million and is the SBA's primary program providing financial assistance to small businesses.
Throughout 2024, Comerica has debuted several digital solutions for entrepreneurs with a focus on payments and access to convenient capital, such as our investment in Zelle®with almost 1 million transactions and approximately $500 million in payment volume with small business customers. Comerica has also delivered the following to small business customers:
Comerica Small Business Treasury Solutions
Small business and business banking customers continue to benefit from award-winning treasury products that drove almost a 130% increase in treasury sales from 2022 to 2024. We also streamlined the commercial loan closing process to enhance efficiency and deliver an improved customer experience, and our loan funding time is aligned with newly implemented industry standards.
Comerica Small Business Convenient Capital®
Comerica Bank's first fully digital, streamlined lending platform provides convenient access to capital, quick loan decisions and innovative value-added benefits for our small business customers. Since the launch of Convenient Capital, Comerica has doubled loan origination volume and experienced a 10% increase in loan balance growth year-over-year.
SizeUp by Comerica
During National Small Business Week, Comerica Bank introduced a new exclusive and complimentary online tool that allows small business customers to tap into industry-specific research, insights and analysis to help them make data-driven business decisions while providing a competitive advantage in a highly challenging business environment.
With a steadfast commitment to supporting small business customers and helping them grow and cultivate their businesses, Comerica provides unique offerings that innovate the delivery of critical resources to entrepreneurs and business owners. Utilized approximately 8,000 times in 2024, these resources, which include Comerica BusinessHQ, Comerica CoWorkSpaces®, Comerica SmallBizCo-op®and Comerica ShredSite®programs, all
began in the Dallas-Fort Worth market in prior years. In 2024, we expanded Comerica SmallBizCo-op in Michigan and continue to look at expansion of these programs in other markets.
CEO
Letter
About This Report
About Comerica
Corporate Responsibility at Comerica
Customers
Colleagues
Inclusion
Community
Environment
Responsible Business
Additional Information
Comerica BusinessHQ™
Launched on May 9, 2023, Comerica BusinessHQ is a collaborative space that provides integral services and value to small businesses in the Southern sector of Dallas. Offerings focus on coworking spaces, incubation fellowships and technical assistance. These priority areas allow BusinessHQ to deliver the most impact as we continue to contribute to the Southern sector's economic revitalization efforts. Since its inception, Comerica BusinessHQ has expanded access to increase small business participants by 120%.
Comerica also continued to foster partnerships that provide effective and impactful small business incubation and technical assistance at BusinessHQ, including with the Veteran Women's Enterprise Center, a Community Incubation Partner, as well as Community Strategic Partners such as Business & Community Lenders of Texas, Dallas Black Chamber of Commerce, DreamSpring, Bootstrap Entrepreneurs Inc, DFW Minority Supplier Diversity Council, EMPOWER Series, LiftFund DFW Women's Business Center, Texas Black Expo, SCORE Dallas, National Youth Chamber of Commerce powered by Project Still I Rise, Philippine-American Chamber of Commerce of Texas DFW and the United Way of Metropolitan Dallas.
In recognition of BusinessHQ's impact on the community, in 2024, The American Bankers Association (ABA) Foundation awarded Comerica the ABA Foundation Community Commitment Award in the category of Community & Economic Development for our impact in supporting Southern Dallas small businesses and nonprofits through
Comerica BusinessHQ.
Comerica SmallBizCo-op®
Comerica SmallBizCo-op, first launched in 2022 in the Dallas-Fort Worth market, provides a range of no-cost benefits available exclusively to Comerica small business customers.
Designed to help small businesses grow and thrive with benefits that are often otherwise unattainable, some of the services offered include the opportunity to entertain a client or share a perk with their employees through free sports tickets, recording and airing of radio advertising and significant discounts on everyday business purchases. Sports tickets and radio advertising were available in Dallas-Fort Worth and throughout Michigan in 2024, and we plan to continue expanding the offerings to other markets.
CEO
Letter
About This Report
About Comerica
Corporate Responsibility at Comerica
Customers
Colleagues
Inclusion
Community
Environment
Responsible Business
Additional Information
Disclaimer
Comerica Inc. published this content on June 30, 2025, and is solely responsible for the information contained herein. Distributed via Public Technologies (PUBT), unedited and unaltered, on July 02, 2025 at 15:36 UTC.