USAA and American Express ranked at the top in customer experience for credit card issuers in a recent consumer survey by the Temkin Group, a statement released today by the group said. Th 2013 Temkin Experience Ratings evaluated 19 different industries for customer experience. Among those industries credit card issuers placed ninth in customer experience.
HSBC came in last place for the third year in a row among the issuers in the survey, the statement said. The survey evaluated 10 issuers: American Express, Bank of America, Capital One, Chase, Citigroup, Discover, U.S. Bank, HSBC, USAA and Wells Fargo. They were each evaluated according to the ease-of-use, accessibility and customers’ experiences interacting with the issuer.
USAA and American Express tied with an experience rating of 70%, ranking them 89th among all the companies in the survey, according to the statement. The average rating for the credit card industry in the survey increased from 61.5% last year to 63.6% this year.
Jonathan Camhi has been an associate editor with Bank Systems & Technology since 2012. He previously worked as a freelance journalist in New York City covering politics, health and immigration, and has a master's degree from the City University of New York's Graduate School ... View Full Bio