Discover Earns Top Customer Experience Rating for Credit Cards

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Discover delivers the best customer experience in the credit card industry, according to the 2017 Temkin Experience Ratings.

Discover took the top spot out of the 11 credit card issuers included in this year’s ratings, earning a score of 78% and coming in 28th place overall out of 331 companies across 20 industries. American Express and USAA tied for second place, each receiving a score of 73% and ranking 90th overall.

Overall, the credit card industry averaged a 70% rating in the 2017 Temkin Experience Ratings and tied for 6th place out of 20 industries. The average rating of the industry improved by seven percentage-points between 2016 and 2017, going from 62.8% to 69.7%.

The ratings for all credit card issuers increased between 2016 and 2017, except for Capital One, whose score stayed the same. HSBC improved the most, gaining 23 points in the last year.

See our FAQs about the Temkin Experience Ratings.

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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