American Express ranks highest in customer satisfaction with credit card companies, according to the fourth annual nationwide study by J.D. Power and Associates. The study, released earlier today, ranks American Express highest in overall satisfaction among 10 of the largest card issuers in the U.S. that were ranked in the study.
The J.D. Power and Associates 2010 Credit Card Satisfaction Study(SM) looks at six factors to determine overall satisfaction – Customer Interaction, Billing and Payment Process, Credit Card Terms, Rewards Programs, Benefits and Services, and Problem Resolution.
“We are extremely proud that our Cardmembers have recognized us for customer satisfaction for the fourth year in a row,” said Jim Bush, Executive Vice President, World Service, American Express. “Our vision is to become the world’s most respected service brand. To achieve this, we are continually investing in our people, products and services so we can best meet the needs of our Cardmembers each and every day. Being recognized by our Cardmembers and J.D. Power and Associates indicates we’re on the right track.”
Relationships versus Transactions
American Express has made significant investments over the past several years to broaden its customer service focus beyond effectively completing transactions to building and strengthening customer relationships – an approach called “Relationship Care.” These changes began with American Express talking to its Customer Service representatives, or Customer Care Professionals as they are now called. Based on their feedback, American Express has developed an array of career development tracks to help Customer Care Professionals advance and excel in the organization, a series of new training programs to aid them in their daily jobs, and a new performance-based compensation structure. A more engaged workforce has led to greater productivity, lower employee attrition, and higher customer satisfaction.
Superior Benefits, Services and Rewards
Over the past year, American Express has also introduced several new benefits and services designed to help consumers better manage their finances and gain financial control.
- Money Manager: A fee free online service that helps Cardmembers manage their finances and rewards accounts in one, easy-to-access and secure location on americanexpress.com.
- Additional Card with Custom Limits(SM) feature: American Express ® Charge Cardmembers now have the ability to set spending limits for Additional Cards on their account, enabling them to maintain a tighter household budget and track all family expenditures billed to their Card.
- Mobile Payments: Mobile users can now pay their American Express bill, view their account activity and more on the Apple iPhone and iPod Touch.
In addition, American Express continues to provide valuable, money-saving benefits across existing Card products as well as introduce richer rewards products. For example, the Delta SkyMiles® Credit Card was recently enhanced by the addition of the new First Checked Bag Free Benefit, which provides Basic Cardmembers and up to eight passengers in the same reservation with one free checked bag on every Delta flight. The Premier Rewards Gold Card offers generous rewards with triple points on airfare purchases, double points on gas and grocery purchases, and one point for all other purchases.
Enhanced Online Experience
A number of website enhancements have helped improved the overall customer experience, such as improved navigation and search capabilities, and increased clarity and speed to complete transactions. In addition, the Company introduced americanexpress.com/consumerresources, an online destination to educate U.S. consumer Cardmembers about changes in card practices as a result of new regulations.
For more information about the J.D. Power and Associates 2010 Credit Card Satisfaction Study(SM), go to http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2010159.
About American Express
American Express issues a broad and diverse set of Consumer Card products and services, including Charge Cards, Credit Cards, reward Cards and co-brand Cards. All American Express Charge and Credit Cards offer a number of core benefits and services, at no extra cost, as part of the value of being a Cardmember, including Dispute Resolution, Identity Theft Assistance, Fraud Protection Guarantee, Account Alerts, Year-End Billing Summary, and Buyer and Traveler Protection Services. Co-brand Cards offer some of these core benefits, as well as a variety of special benefits specific to each Card.
Cardmembers of American Express can rely on having access to a broad array of rewards and experiences as well as world-class customer service. All American Express Cards offer a core set of retail, travel, entertainment and lifestyle benefits with additional benefits, services and rewards programs that vary by product.
American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more at americanexpress.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, visit J.D. Power.com.