JD Power recently released its 2021 US Credit Card Satisfaction Survey. Over the past 15 years, the consumer intelligence firm has ranked card issuers on a 1,000-point scale. This year, national card issuers achieved an average score of 809.
Even though most consumers don’t contact their credit card companies too often, it’s good to know that you won’t be spending hours on hold or dealing with poor service if you need to contact them. If you’re looking for the best credit card options in terms of customer service, below are the top five domestic issuers, along with their score.
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1. American Express (838)
When it comes to delivering a great customer experience, American Express is hard to beat. This is the 11th time that he has been number one according to the ranking of JD Power.
It is clear that American Express puts customer satisfaction first. Wait times are generally shorter, it has lots of specials and events for its customers, and provides a quality mobile app.
Another notable benefit is the additional protection offered by many American Express cards. These may include:
While other card issuers have similar protections, they usually offer them through third-party companies. American Express itself provides these protections, which often results in a smoother claims process.
2. Discover (837)
Discover is also a mainstay near the top of those rankings, and he was second here by a very slim margin, just like in the 2020 study. He finished first in the 2019 study.
This is another card issuer that has invested in customer service. Discover offers 24/7 support, and US-based agents are available by phone, live chat, and messaging.
Quality service isn’t the only part of Discover’s winning formula. Discover credit cards are popular because they offer valuable benefits, their rewards are easy to use, and they got rid of the ongoing fees. None of the Discover cards charge annual fees or overseas transaction fees, and Discover automatically waives your early late fees.
3. A capital letter (815)
After a seven-point improvement, Capital One went from just below average in the 2020 study to just above average in 2021.
This is somewhat surprising, given that Capital One had long wait times at the start of the COVID-19 pandemic. It also reduced the credit limits of some cardholders during the pandemic. The JD Power study mentioned that credit limit issues were a big source of frustration for consumers.
Perhaps Capital One credit cards have helped balance these issues. The card issuer offers a variety of quality card products that can meet almost any consumer need.
4. Hunting (807)
Even though Chase was fourth, it was two points below average. Overall, national credit card issuers have not had a strong year for customer satisfaction.
If those rankings were based solely on each issuer’s credit cards, Chase would have an argument for the top spot. Chase credit cards are extremely popular and most of them score well in reviews. It offers some fantastic reward cards, including cash back rewards and travel rewards.
Unfortunately, some consumers have found Chase’s customer service to be lacking. It would be nice to see Chase improve in this area and score better next year.
5. Bank of America and Citi (805)
These two credit card companies are tied for fifth place with a score four points below the average. They took two different paths to get there, however.
Bank of America is down seven points from the 2020 survey. This card issuer doesn’t have as many options as some of its competitors. However, it does offer bonus credit rewards to customers of its Preferred Rewards program. Those who qualify can get much more value from Bank of America credit cards.
Citi scored four more points in 2021 than in 2020. While still below average, it made small, steady improvements. And while it’s not the most popular card issuer, many of the best Citi credit cards are the best options in their categories.
The best of the rest
The above rankings relate to issuers of national cards that meet the award criteria of the JD Power study. There were also a few notable card issuers that were not part of this group.
- Goldman Sachs, the issuer of the Apple Card, received a score of 864. It is considered a mid-size card issuer, and it was far ahead of this group’s average score of 796.
- USAA received a score of 860. It is a national card issuer that did not meet the study award criteria.
- Navy Federal Credit Union received a score of 866. It is a mid-sized card issuer that did not meet the study award criteria.
It was an overall negative year for customer satisfaction with credit card companies, but there were still card issuers that were excelling. American Express and Discover performed well, as usual. Although other domestic issuers have had their issues, it has been a difficult year due to COVID-19. Hopefully the scores will improve next year.