Credit Card Websites Can Reduce Traffic to Other Costly Customer Service Channels and May Be Considered the De Facto Customer Relationship Manager
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WESTLAKE VILLAGE, Calif.: 2 October 2013 — The credit card desktop website has become the primary channel for customers to conduct their credit card activities. Not only is this a cost-effective communication channel, but it also may be considered the de facto customer relationship manager, according to the J.D. Power 2013 Credit Card Website Evaluation StudySM released today.
- Three-fourths (75%) of all credit card customers use the desktop website, which 85 percent indicate is their primary method to conduct credit card activities.
- An easier website experience increases the likelihood of credit card customers utilizing the website for account tasks in the future, which costs credit card companies less than customer service phone calls.
- The top five customer recommendations for improving their online experience are reducing clutter of account information; including access to rewards information on account overview/summary page; improving the visibility of the login area; including a detailed explanation of reward redemption terminology; and including contact numbers on the home page.
- Credit card companies with high-performing websites include (in alphabetical order) American Express, Capital One, Discover and Wells Fargo.
About J.D. Power
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. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.
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