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American Express has long been America’s favorite credit card company. But after seven years at the top, AmEx is now sharing the No. 1 spot with Discover.
The eighth annual J.D. Power survey found that overall credit card customer satisfaction is at an all-time high. When considering interaction, credit card terms, billing and payment, rewards, benefits and services, and problem resolution, consumers’ overall satisfaction with the 10 credit card companies in the survey came in at 778 out of 1,000 points.
American Express and Discover tied, scoring 819 each. Chase was next with 789 points.
AmEx and Discover operate under two entirely different business models. While American Express offers 21 cards with different rewards and fees, Discover has just one card, offering cash-back rewards and no annual fee.
“This is really a tale of two very different credit card companies that both excel at customer interactions,” said Jim Miller, senior director of banking services at J.D. Power. “American Express and Discover provide great personal service when customers call in and also make it easy for customers to manage their accounts online as well as by using mobile apps.”
One likely reason Discover moved from second place to tie with American Express for first place this year is that Discover has expanded its merchant reach. According to The Wall Street Journal:
Roughly 9.2 million locations in the U.S. accepted credit cards on the Discover network in 2013, up 2 percent from 2012 and up 24 percent from 2009, according to data from the Nilson Report, a payments-industry newsletter. The number of U.S. locations that accept Visa and MasterCard, which surpass Discover, increased 15 percent since 2009.
Here’s how the 10 credit card companies were ranked, starting at the top:
- American Express, Discover (tie)
- U.S. Bank, Wells Fargo (tie)
- Bank of America
- Capital One
- GE Capital Retail Bank
Nearly 20,000 credit card customers were interviewed for the survey.
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