MyCardBlog

J.D. Power and Associates just released the 2008 Credit Card Satisfaction Study yesterday. According to this study, American Express ranks highest in overall customer satisfaction with credit card issuers for a second consecutive year! Yes, American Express should pride itself on its outstanding customer service.I would also vote for American Express.

The Credit Card Satisfaction Study measures customer satisfaction with credit card by examining five key factors according to J.D. Power and Associates: interaction; billing and payment process; fees and rates; reward programs; and benefits and services. I would say this study really encompasses every factor of a good credit cards. The study is based on a 1000 point scale and relies on more than 7,600 customers’ responses. American Express scored 783 points and ranked highest. Discover Card followed American Express with a score of 751.

Ironically, although the industry average score is 721, only American Express and Discover can score higher than that. HSBC scored the lowest score—667. Capital One also performed not well with only 10 points higher than that of HSBC.

As indicated by the study, American Express performed well in every category. American Express got the highest score out of any of the other credit card companies in all of the five categories. Discover Card performed well in only 3 of the 5 categories: interaction, billing and payment processes, and reward program sections. In the press release of this 2008 Credit Card Satisfaction Study, Rocky Clancy, executive director of financial services at J.D. Power and Associates, pointed out that “American Express and Discover Card are very different in their fees, reward programs and incentives, and their strong performances indicate their ability to suit the various needs that dissimilar types of cardholders have.”

The study also revealed that people who pay off their balances every month tend to choose their credit cards based on rewards programs (77%). People who carry balances on their credit cards pay more attention on interest rates and fees when choosing their credit cards (65%).

This study also found that 72% of cardholders use some kind of reward program. And the most interesting part is free hotel stays are the most satisfying type of reward! I think the Starwood Preferred Guest Card from American Express and the Hilton HHonors Platinum Credit Card from American Express will be very popular in the near future.

Another find of this study is 25% of all cardholders don’t know if their card offers them additional benefits and 33% haven’t used any during the past year. (If you are reading this post, you should look at your credit card benefits now.) I hope this will change in the future as mycardblog.com becomes more and more popular among general American readers.

The pdf version of the press release of 2008 Credit Card Satisfaction can be viewed here.

My question is which credit card company can surpass American Express the next year.