J.D. Power Ranks American Express Highest in Customer Satisfaction with Credit Card Companies in the U.S.
17 Agosto 2017 - 9:29AM
Business Wire
New benefits and services propel Amex to its highest score ever
in the study
American Express (NYSE:AXP) received the highest ranking for
customer satisfaction with U.S. credit card companies, according to
an annual study by J.D. Power. With an overall satisfaction index
score of 835, American Express outpaced the industry average by 33
points, the company announced on Thursday.
“We’re honored to be in the top spot, especially since this
recognition reflects our Card Members’ satisfaction with their
American Express relationships,” said Kenneth Chenault, the
company’s chairman and chief executive officer. “We’re also proud
to have achieved our highest overall score ever, which is
consistent with the feedback we receive directly from our Card
Members. It’s a clear sign that the entire American Express team is
focused on delivering exceptional products, experiences and service
to our customers.”
This marks the ninth time American Express earned the highest
ranking since the study was launched in 2007. The company also
earned the top spot from 2007 through 2013, and shared the highest
ranking in 2014.
The J.D. Power 2017 Credit Card Satisfaction StudySM measured
the satisfaction of more than 20,000 U.S. consumers. The study
looked at six broad categories: customer interaction, benefits and
services, rewards, credit card terms, billing and payment, and
problem resolution. American Express outperformed the industry
average in all six areas of the study.
Enhancing Card Member Experiences
American Express frontline employees continue to deliver
Relationship Care®, the firm’s unique brand of service rooted in
the idea that each customer interaction is an opportunity to
strengthen relationships with Card Members.
Over the past year, American Express has also improved several
benefits and services to make Card Membership easier and more
rewarding. These new offerings include:
- Redefining Premium: American
Express introduced a new suite of benefits for its iconic Platinum
Card® in March, including a new $200 Uber Rides with Platinum
benefit and 5X Membership Rewards points on eligible air and
hotels.
- More Places to Use the Card:
Over 1 million more U.S. merchant locations began accepting
American Express in 2016, providing Card Members with even more
places to use their Cards.
- Service with Memory: Customers
calling for service are getting a boost from a smarter voice
response system that recognizes their recent activity online and in
the app, and in many cases can offer them a shortcut to the right
option or care professional to assist them.
- Mobile Messaging: The company
launched a mobile chat feature that connects many U.S. Card Members
with a customer care professional right in the American Express
App.
- Smarter, Quicker Chat: A virtual
assistant is now available in online chat to instantly answer the
most common questions. Need more help? No problem; customer care
professionals are also available to chat 24/7.
- Lounge Access: The company
announced plans to open new Centurion Lounges in Philadelphia and
Hong Kong. And, it’s now easier than ever to plan for upcoming
trips using the Lounge Finder to search the 1,000+ lounges in the
American Express Global Lounge Collection.
- Redesigned Rewards: Members have
access to a redesigned Membership Rewards® homepage with point
status updates, tips for earning more rewards, and redemption
options all in one spot. The website even includes personalized
redemption recommendations for Card Members.
- Expanded Amex Express Checkout:
Card Members can now breeze through online checkout at even more
websites using the fast and secure Amex Express Checkout.
For more information about the J.D. Power 2017 Credit Card
Satisfaction StudySM, visit
http://www.jdpower.com/news-and-events/.
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 americanexpress.com and connect with us
on facebook.com/americanexpress, foursquare.com/americanexpress, linkedin.com/company/american-express, twitter.com/americanexpress,
and youtube.com/americanexpress.
Key links to products, services and corporate responsibility
information: charge and credit cards, business credit
cards, Plenti rewards program, travel services, gift
cards, prepaid cards, merchant
services, Accertify, corporate card, business
travel and corporate responsibility.
About J.D. Power
Headquartered in Westlake Village, Calif., J.D. Power is a
global marketing information services company providing performance
improvement, social media and customer satisfaction insights and
solutions. 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, please visit jdpower.com.
J.D. Power is a business unit of The McGraw-Hill Companies.
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American ExpressDan Clayton,
212-640-2618daniel.e.clayton@aexp.comorStacey Orange,
954-503-9522stacey.l.orange@aexp.com
American Express (NYSE:AXP)
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