The Challenge

Credit card customers have experienced significant industry and regulatory changes to their accounts during the past few years, resulting in a shift in their needs and expectations. To effectively meet these needs and expectations and remain competitive, credit card issuers need to understand and apply key best practices that have the greatest potential to drive high levels of customer satisfaction.

The Solution

The J.D. Power 2016 U.S. Credit Card Satisfaction StudySM examines the top credit card issuers, as determined by their total volume of active accounts, to provide information about the levels of satisfaction customers have with their primary credit card company. The study not only analyzes customers’ perceptions of their credit card issuer’s ability to meet their expectations, but also identifies critical metrics that represent best practice performance targets for satisfying customers.

The study will publish in four waves, allowing subscribers to more accurately track their results throughout the year. A study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of your company’s performance and to identify areas needing improvement.

Study wave deliverables that will be provided four times during the year include:

  • An analyst briefing that provides insights into key industry trends allowing your company to maximize performance
  • Access to a personalized competitive data set, allowing you to see how your company stacks up against competitors, the industry, and the highest performers
  • A detailed performance analysis that displays key performance metrics and frequencies

Full study deliverables that will be provided once at the completion of the fourth wave include:

  • A full PDF report of insights obtained across all four waves of data
  • An executive presentation providing a summary of your company’s results, compared with those of key competitors

The Benefits

Credit card companies that subscribe to the study will be better able to understand their competitive position at a detailed level, allowing them to pinpoint critical areas for improvement and make prudent investments in the service attributes that matter most to customers.

Publish Dates*:

Wave 1 Publish: November 17, 2015
Wave 2 Publish: February 17, 2016
Wave 3 Publish: May 10, 2016
Wave 4 Publish: August 16, 2016

* Publish and press release dates subject to change