American Express and Discover Top J.D. Power List for Credit Card Customer Satisfaction
By Justin McHenry
American Express and Discover are the best among major credit card issuers for customer satisfaction, according to new survey results released by research and rankings firm J.D. Power and Associates. The survey compared the top ten issuers on factors including benefits and features, rewards, billing and payment process, fees and rates, and problem resolution.
The survey, conducted this summer and based on responses from more than 7,800 credit card users, had American Express ranked first with a score of 735 on a 1,000-point scale, with Discover a close second at 728 points. American Express performed particularly well in benefits/features and problem resolution, while Discover’s customers gave them high marks for rewards and billing/payment.
American Express and Discover also performed significantly better than their main rivals in the credit card industry. Third place Citi scored just 652 points. HSBC performed the worst of the ten issuers included in the survey, scoring 571.
The complete rankings, including scores:
1. American Express 735
2. Discover 728
3. Citi Cards 652
4. Chase 651
5. US Bank 646
6. WaMu (Washington Mutual) 638
7. Wells Fargo 636
8. Capital One 617
9. Bank of America 607
10. HSBC 571