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J.D. Power Ranks American Express Highest in Customer Satisfaction with Credit Card Companies in the U.S. | Business Wire


NEW YORK–(BUSINESS WIRE)–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. 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. 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. In many cases can offer

    them a shortcut to the right option or care professional to assist


  • 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. Redemption options all in one spot. The

    website even includes personalized redemption recommendations for Card


  • 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/americanexpressfoursquare.com/americanexpresslinkedin.com/company/american-expresstwitter.com/americanexpress,

and youtube.com/americanexpress.

Key links to products, services and corporate responsibility

information: charge

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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. More, please visit jdpower.com.

J.D. Power is a business unit of The McGraw-Hill Companies.

American Express
Dan Clayton, 212-640-2618
Stacey Orange, 954-503-9522

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