American Express ranks highest in customer satisfaction for the sixth consecutive year as credit card issuers overall seem to be improving their reputation among consumers, according to the J.D. Power and Associates.
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Overall credit card satisfaction averaged 753 on a 1,000-point scale this year, up from 731 in 2011 and 714 in 2010, according to J.D. Power‘s annual scoring study.
The 39-point improvement during the past 3 years raises credit card customer satisfaction to its highest level since the study’s inception six years ago.
American Express again ranks highest in credit card satisfaction with a score of 807. AmEx has ranked highest in the study in each of the six years the study has been conducted. Discover Card follows with a score of 799, and Chase ranks third with 762.
The study measures customer satisfaction with credit cards in six key factors: interaction; credit card terms; billing and payment process; rewards; benefits and services; and problem resolution. Satisfaction scores in all factors have risen year over year.
The J.D. Power’s study is based on responses from more than 13,726 credit card customers.