USAA Leads Credit Card Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

USAA continued its four-year reign as the highest-rated credit card issuer, earning a 77% rating and placing 33rd out of 268 companies across 19 industries. Discover and American Express tied for second with a 71% rating each and a rank of 83rd overall. At the other end of the spectrum, HSBC spent its first year in the Temkin Experience Ratings as the lowest ranked of the 11 credit card issuers, landing in 254th place overall with a 51% rating.

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CreditCardsA
Here are some additional findings from the credit card industry:

  • The ratings of all credit card issuers in the 2014 Temkin Experience Ratings are as follows: USAA (77%), Discover (71%), American Express (71%), Capital One (69%), US Bank (68%), Chase (68%), Wells Fargo (68%), Barclaycard (68%), Citigroup (66%), Bank of America (64%), and HSBC (51%).
  • Capital One (+10 points), USAA (+7 points), Wells Fargo (+5 points), and Citigroup (+5 points) improved the most between 2013 and 2014.
  • No credit card issuer decreased their ratings between 2013 and 2014; all 11 companies either improved their scores or were not surveyed last year.
  • Overall, the credit card industry averaged a 68% rating in the 2014 Temkin Experience Ratings and tied for 6th place out of 19 industries. Of the 15 industries that improved their ratings since last year, credit card issuers improved the most with a 4.1 percentage-point gain.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

CreditCardsB

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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