Five for Five! American Express Ranks Highest in Customer Satisfaction for the Fifth Consecutive Year

Business Wire

Investments in new Card benefits, services and rewards, customer service and the online experience help the Company stay ahead of the card industry competition

August 18, 2011

Public Company Information:


NEW YORK--(BUSINESS WIRE)--Consumers have ranked American Express highest in customer satisfaction among credit card companies according to the annual nationwide study by J.D. Power and Associates. The study, released earlier today, places American Express highest in overall satisfaction among 10 of the largest card issuers in the U.S. that were ranked in the study. American Express has received the study’s top ranking every year since it was launched in 2007.

The J.D. Power and Associates 2011 Credit Card Satisfaction StudySM 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.

“There is no greater honor than being recognized by your own customers for providing outstanding value and service. It’s gratifying to come out on top again this year – the fifth time in five years since the J.D. Power Credit Card Satisfaction Study was created,” said Jim Bush, Executive Vice President, World Service, American Express. “Exceeding the needs of our customers is a top priority, and over the last year, we’ve worked hard to enhance our products and services to ensure they remain relevant and valuable to our tens of millions of US customers. We’re pleased to see through the findings of the J.D. Power study that our customers feel we’ve succeeded.”

Expanded Benefits, Services and Rewards*

For example, American Express

  • Launched a number of enhancements to the Membership Rewards® program, one of the world’s largest loyalty programs, so that Cardmembers can redeem points online for a broad array of purchases directly at merchant’s websites including
  • Started delivering location-based and custom-tailored offers to our Cardmembers without coupons or codes.
  • Introduced a number of benefits to help relieve stress and add value for Cardmembers when traveling including:
  • A $200 airline fee credit; the elimination of foreign exchange fees for Platinum Card® members; and First Bag Free, Priority Boarding and In-Flight Savings benefits for Gold, Platinum and Reserve Delta SkyMiles® Credit Cardmembers,
  • Access to more than 600 airport lounges through Priority Pass select for Platinum Cardmembers; and added a “Third Night Free” benefit at Sheraton® Hotels and Resorts to the Starwood Preferred Guest® Credit Card from American Express.
  • Enhanced a number of premium rewards Cards including:
  • Blue Sky Preferred® Card which features a $100 airline allowance to cover incidentals (checked bags, in-flight meals and entertainment, etc.)
  • Blue Cash PreferredSM Card which offers Cardmembers up to 6% cash back with no limit to the amount you can earn

The Power of Relationship CareSM

Relationship Care is the overall strategy to deepen customer relationships by providing tailored information and service that reinforces the value of products, and services for individual customers and to resolve inquiries upon first contact. This servicing ethos has helped American Express double its internal customer satisfaction scores, reduce customer attrition and drive double-digit spending increases on American Express® Cards.

Relationship Care has also been the driving force behind a number recently launched servicing capabilities for both customers and our Customer Care Professionals (CCPs):

  • Extraordinary Customer Care Online (ECCO): ECCO is a knowledge database that enables CCPs to more quickly and easily find detailed information about products and benefits and services. It allows Care Professionals to spend more time understanding customer needs and less time tracking down detailed information.
  • Web Co-Browse: Enables CCPs to “co-browse” simultaneously with Cardmembers who need assistance while navigating their accounts online. The capability allows CCPs to see what customers see and coach them through their transaction in real-time.
  • Mobile Apps: Allow Cardmembers to manage their accounts via smart phones when and where they want including bill pay, access to account information such as payment history, recent transactions and Membership Rewards point balances.

Delivering an Improved Online Servicing Experience

American Express has also introduced a range of upgrades and enhancements to the online experience. In many cases, these improvements have been in direct response to Cardmember requests. They include:

  • Launching a financial tools website and centralized hub for accessing features such as alerts and online bill pay.
  • Enhancing Cardmember e-statements to allow them to see Pending Charges before merchants process those charges.
  • Improving the overall experience on the American Express website, including the simplification of the navigation bar, enhanced search capability, and an overall homepage redesign to make the site cleaner and more user-friendly.

For more information about the J.D. Power and Associates 2011 Credit Card Satisfaction StudySM, go to

About American Express

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 and connect with us on, and

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.

*Terms, conditions and restrictions apply to Card benefits.


American Express
Tom Sclafani, 212-640-1627
Sloane & Company
John Hartz, 857-598-4779

About American Express

American Express is a globally integrated payments company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more at, and connect with us on,,,, and

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