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