Payments Intelligence
Explore consumer experiences with payment brands and methods.
Stong analysis for decision-makers.
Our work has shown that strong analysis— based on the voices of customers— is the key to making the best decisions to grow consumer satisfaction.
Payments Solutions
The JD Power Payments Platform is comprised of studies that explore the experiences at the point of sale (POS)
The JD Power Payments Platform is comprised of studies that explore the experiences at the point of sale (POS)
Credit Card Satisfaction Study
The JD Power Credit Card Satisfaction StudySM examines customer satisfaction with the products and services provided by their primary credit card issuer. A subscription to this study will help you identify and leverage key drivers of credit card satisfaction among customers. You’ll also receive actionable insights about critical success factors like customer loyalty, advocacy, and card usage.
Available in U.S. and Canada
Digital Credit Card Satisfaction Study
The JD Power Digital Credit Card Satisfaction StudySM explores adoption and satisfaction with the websites of leading credit card issuers. We offer two studies that provide subscribers with the information they need to effect proper changes to their mobile apps and websites based on the voice of today’s credit card customers.
- JD Power Credit Card Mobile App Satisfaction Study
- JD Power Credit Card Online Satisfaction Study
We pinpoint the factors that matter most to users of credit card websites. The study sets quality benchmarks for credit card digital channels and provides a thorough understanding of the needs, expectations, and desires of today’s customers.
Small Business Credit Card Satisfaction Study
The JD Power Small Business Credit Card Satisfaction StudySM uncovers the drivers of small business owners’ satisfaction with the leading small business credit card issuers in the United States. The study analyzes critical success factors that drive cardholder satisfaction and reuse.
Merchant Services Satisfaction Study
The JD Power U.S. Merchant Services Satisfaction StudySM measures small businesses' satisfaction with their card payment processor. A subscription will empower you to identify high-priority opportunities, improve your customer experience and create a powerful competitive differentiator. You’ll learn the critical drivers of satisfaction across merchant segments and the experiences that distinguish the satisfaction leaders from the laggards.
Peer-to-Peer (P2P) Transfer Satisfaction Study
The JD Power Peer-to-Peer (P2P) Transfers Satisfaction StudySM measures customer satisfaction with brands they use to digitally send/receive money to/from other individuals. By gaining a deep understanding of consumer sentiments and preferences related to P2P transfers, providers can improve their services, elevate customer satisfaction, and solidify their competitive advantage in this rapidly evolving environment.
Buy Now Pay Later Satisfaction Study
The JD Power U.S. Buy Now Pay Later Satisfaction StudySM is a syndicated benchmarking study profiling the experiences of Buy Now Pay Later customers in the United States. This study identifies the dominant factors that drive customer satisfaction with Buy Now Pay Later lenders.
Debit Card Satisfaction Study
The JD Power Debit Card Satisfaction StudySM is a syndicated benchmarking study profiling the experiences of U.S. consumers who use a debit card at the digital or physical point of sale. This study identifies the dominant factors that drive customer satisfaction with debit card issuers.
Digital Wallet Satisfaction Study
The JD Power Digital Wallet Satisfaction StudySM is a syndicated benchmarking study profiling the experiences of digital wallet customers who use digital wallets to pay at the physical and digital point of sale (POS). This study identifies the dominant factors that drive customer satisfaction with digital wallet providers.
Consumer Point of Sale (POS) Choice Study
The JD Power Consumer Point of Sale Choice StudySM is a syndicated benchmarking study exploring U.S. consumers' choices between 12 payment methods at the point of Sale (POS), including in-person, online, and mobile apps. JD Power examines their preferences, satisfaction levels, decision drivers, and more.
Mark Your Calendar
Be the first to access the newest data insights from JD Power Financial Services. View our quarterly press releases, publish dates, and webinars to get the most trusted voice-of-the-customer intelligence in your inbox.
Mark your calendar and get ready to gain a competitive edge.
Be the first to access the newest data insights from JD Power Financial Services. View our quarterly press releases, publish dates, and webinars to get the most trusted voice-of-the-customer intelligence in your inbox.
Mark your calendar and get ready to gain a competitive edge.
Experts You Can Count On
Keith Webster
President, Financial Services & Auto-Adjacent Solutions
Keith's Bio
Keith Webster is President, Financial Services & Auto-Adjacent Solutions at JD Power. He joined the company in 2015.
Prior to joining JD Power, Mr. Webster was president and CEO of Sector Group, Inc., a management consulting firm serving the software and information industry.
Previously, Mr. Webster held a variety of positions in the financial software and information industry, including managing director at Interactive Data Corp., managing director at Dun & Bradstreet; managing director at Thomson Financial; vice president of strategy and business development at ADP Financial Information Services Corp., and director of product management at Data Broadcasting Corp.
Mr. Webster earned a bachelor’s degree in physics from The University of Chicago. He is alumnus of The Harvard Business School where he completed the Advanced Management Program.
Jim Miller
VP and General Manager, Financial Services
Jim's Bio
Jim Miller
VP and General Manager, Financial Services
Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at JD Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.
Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining JD Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.
Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.
John Cabell
Managing Director of Payments Intelligence
John's Bio
John Cabell
Managing Director of Payments Intelligence
John Cabell is the Managing Director of Payments Intelligence at JD Power. He leads strategic thinking and study execution for U.S. and Canadian payment studies, including credit card, small business, and merchant satisfaction. His thought leadership has aided the transformation of credit card, debit, buy now pay later, and digital solutions.
Before joining JD Power, Cabell has over 20 years of practice in customer experience in the banking, payments, and mortgage industries.
He holds a master's degree in business administration from William & Mary – Raymond A. Mason School of Business, a bachelor’s degree in Economics, and French from Virginia Military Institute. He earned a Certificat de Français Professionel from the Chambre de Commerce and d’Industrie de Paris and studied French Language and Economy from Institut d’Etudes Françaises d’Avignon.
Paul McAdam
Senior Director, Banking Intelligence
Paul's Bio
Paul McAdam
Senior Director, Banking Intelligence
Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at JD Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.
Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.
Prior to joining JD Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.
Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.
Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.
Dann Allen
Senior Director, Banking and Payments Intelligence
Dann's Bio
Dann Allen
Senior Director, Banking and Payments Intelligence
Dann Allen joined Financial Services Intelligence at JD Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.
He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement. Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.
Prior to joining JD Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients. Previously, he was Head of Consumer Customer Experience at Bank of the West. In both organizations he led wide-scale customer experience transformation programs. Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences. Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.
Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management. He received a bachelor’s degree in Communications - Journalism from Shippensburg University.
Jennifer White
Senior Director, Banking and Payment Intelligence
Jennifer's Bio
Jennifer White
Senior Director, Banking and Payment Intelligence
Jennifer White is Senior Director of Global Banking & Payments Intelligence at JD Power, where she influences the financial industry’s understanding of consumer behavior. She has over 25 years of experience in consumer insights and analytics. She leads prestigious studies including the Retail Banking Satisfaction Studies and the Financial Health & Advice Program, which drive critical insight that influence banking strategies across the U.S. and Canada. Her work has been featured in publications such as Forbes, The New York Times, and The Wall Street Journal. She is a respected thought leader and speaker. Her expertise helps financial institutions enhance customer satisfaction, loyalty, and trust through innovative, data-driven strategies.
Prior to joining JD Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.
Jennifer holds a Master's in Public Policy from the Ford School at the University of Michigan and a Bachelor of Arts in Economics and Political Science from Kalamazoo College.
Bob Neuhaus
Vice President, Financial Services
Bob's Bio
Bob Neuhaus joined Financial Services Intelligence at JD Power in 2017 to work with U.S. and Canadian banks and U.S. credit card issuers across multiple studies. He is responsible for syndicated and proprietary studies in the banking industry including the new Direct Banking Satisfaction Study, the Banking Mobile App Satisfaction Study, the Credit Card Mobile App Study and the Small Business Banking Satisfaction Study.
Mr. Neuhaus has more than 30 years of experience in banking, customer experience and marketing strategy. Prior to joining JD Power, he was Senior Managing Director at Acxiom Corporation. Previously, Mr. Neuhaus served as Global Finance Sector Head and Executive Vice President for TNS and as Principal of Greenwich Associates, where he leveraged large scale syndicated and proprietary research programs in retail, small business and middle market banking to help leading financial services companies with a broad range of strategic issues. Prior to his work in market research Mr. Neuhaus was a senior executive with M&T Bank and a Vice President with J.P. Morgan.
Mr. Neuhaus earned a Bachelor of Arts degree in Public Policy magna cum laude from Duke and an MBA from New York University’s Stern School of Business.
Keith Webster
Keith Webster is President, Financial Services & Auto-Adjacent Solutions at JD Power. He joined the company in 2015.
Prior to joining JD Power, Mr. Webster was president and CEO of Sector Group, Inc., a management consulting firm serving the software and information industry.
Previously, Mr. Webster held a variety of positions in the financial software and information industry, including managing director at Interactive Data Corp., managing director at Dun & Bradstreet; managing director at Thomson Financial; vice president of strategy and business development at ADP Financial Information Services Corp., and director of product management at Data Broadcasting Corp.
Mr. Webster earned a bachelor’s degree in physics from The University of Chicago. He is alumnus of The Harvard Business School where he completed the Advanced Management Program.
Jim Miller
Jim Miller
Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at JD Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.
Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining JD Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.
Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.
John Cabell
John Cabell
John Cabell is the Managing Director of Payments Intelligence at JD Power. He leads strategic thinking and study execution for U.S. and Canadian payment studies, including credit card, small business, and merchant satisfaction. His thought leadership has aided the transformation of credit card, debit, buy now pay later, and digital solutions.
Before joining JD Power, Cabell has over 20 years of practice in customer experience in the banking, payments, and mortgage industries.
He holds a master's degree in business administration from William & Mary – Raymond A. Mason School of Business, a bachelor’s degree in Economics, and French from Virginia Military Institute. He earned a Certificat de Français Professionel from the Chambre de Commerce and d’Industrie de Paris and studied French Language and Economy from Institut d’Etudes Françaises d’Avignon.
Paul McAdam
Paul McAdam
Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at JD Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.
Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.
Prior to joining JD Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.
Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.
Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.
Dann Allen
Dann Allen
Dann Allen joined Financial Services Intelligence at JD Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.
He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement. Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.
Prior to joining JD Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients. Previously, he was Head of Consumer Customer Experience at Bank of the West. In both organizations he led wide-scale customer experience transformation programs. Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences. Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.
Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management. He received a bachelor’s degree in Communications - Journalism from Shippensburg University.
Jennifer White
Jennifer White
Jennifer White is Senior Director of Global Banking & Payments Intelligence at JD Power, where she influences the financial industry’s understanding of consumer behavior. She has over 25 years of experience in consumer insights and analytics. She leads prestigious studies including the Retail Banking Satisfaction Studies and the Financial Health & Advice Program, which drive critical insight that influence banking strategies across the U.S. and Canada. Her work has been featured in publications such as Forbes, The New York Times, and The Wall Street Journal. She is a respected thought leader and speaker. Her expertise helps financial institutions enhance customer satisfaction, loyalty, and trust through innovative, data-driven strategies.
Prior to joining JD Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.
Jennifer holds a Master's in Public Policy from the Ford School at the University of Michigan and a Bachelor of Arts in Economics and Political Science from Kalamazoo College.
Bob Neuhaus
Bob Neuhaus joined Financial Services Intelligence at JD Power in 2017 to work with U.S. and Canadian banks and U.S. credit card issuers across multiple studies. He is responsible for syndicated and proprietary studies in the banking industry including the new Direct Banking Satisfaction Study, the Banking Mobile App Satisfaction Study, the Credit Card Mobile App Study and the Small Business Banking Satisfaction Study.
Mr. Neuhaus has more than 30 years of experience in banking, customer experience and marketing strategy. Prior to joining JD Power, he was Senior Managing Director at Acxiom Corporation. Previously, Mr. Neuhaus served as Global Finance Sector Head and Executive Vice President for TNS and as Principal of Greenwich Associates, where he leveraged large scale syndicated and proprietary research programs in retail, small business and middle market banking to help leading financial services companies with a broad range of strategic issues. Prior to his work in market research Mr. Neuhaus was a senior executive with M&T Bank and a Vice President with J.P. Morgan.
Mr. Neuhaus earned a Bachelor of Arts degree in Public Policy magna cum laude from Duke and an MBA from New York University’s Stern School of Business.
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JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
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For all other inquiries, you can contact us here.
JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.