This credit card issuer ranks #1 for customer satisfaction

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Credit card stack
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One of money expert Clark Howard’s credit card rules is to have two cards from two different issuers. The reason? If we hit a recession and one issuer closes your account, you’ll still have another card to use.

But how do you know which credit card issuers are the best? J.D. Power’s 2019 Credit Card Satisfaction Study has some answers.

J.D. Power: The best credit card issuers for customer satisfaction 

In its latest report, J.D. Power found that Discover ranks #1 for customer satisfaction among national issuers, followed by American Express, Capital One and Chase.

For regional bank issuers, BB&T and PNC lead the rankings.

This annual study measures customer satisfaction by examining six factors: interaction; credit card terms; communication; benefits and services; rewards; and key moments.

Take a look at the findings below, separated by national and regional issuers:

Customer Satisfaction Index Ranking — National Issuer 

(Based on a 1,000-point scale)

Discover 842
American Express 838
Capital One 807
Chase 807
Barclays US 806
National Issuer Average  806
Citi 799
Bank of America 798
U.S. Bank 785
Wells Fargo 783
Synchrony Bank 780
Credit One Bank 728
J.D. Power 2019 Credit Card Satisfaction Study

Customer Satisfaction Index Ranking — Regional Bank

(Based on a 1,000-point scale)

BB&T 811
PNC 810
Regional Bank Average 802
BBVA Compass 801
Citizens Bank 792
Regions Bank 791
SunTrust 789
TD Bank 786
BMO Harris 777
KeyBank 774
Fifth Third 768
HSBC 745
J.D. Power 2019 Credit Card Satisfaction Study

Editor’s note: USAA and Navy Federal Credit Union were profiled, but their scores (866 and 871, respectively) weren’t included in the overall rankings because they didn’t meet study award criteria.

Final thought

J.D. Power found that customers who understand the credit card rewards available to them have higher satisfaction scores compared to those who don’t understand their benefits.

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To improve customer satisfaction, issuers should improve communication about cardholder benefits:

“The average credit card customer today has roughly 16 different benefits available, yet only about one-third of customers say they completely understand all of the benefits available to them,” said John Cabell, Director, Wealth and Lending Intelligence at J.D. Power. “While the last several years of rewards-based competition among issuers has served to steadily increase overall customer satisfaction, issuers may have wrung all of the value they can out of this approach. They should now turn their attention to communication to help customers extract the full value from their products and buttress themselves against competition from a growing crop of rivals.”

If you’re considering a new credit card, Team Clark has assembled a few resources to help you. Start here by reviewing Clark’s rules for responsible credit card use and then check out the articles below.

More Clark.com credit card content: 

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