Discover Earns Top Customer Experience Rating for Credit Cards

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Discover delivers the best customer experience in the credit card industry, according to the 2017 Temkin Experience Ratings.

Discover took the top spot out of the 11 credit card issuers included in this year’s ratings, earning a score of 78% and coming in 28th place overall out of 331 companies across 20 industries. American Express and USAA tied for second place, each receiving a score of 73% and ranking 90th overall.

Overall, the credit card industry averaged a 70% rating in the 2017 Temkin Experience Ratings and tied for 6th place out of 20 industries. The average rating of the industry improved by seven percentage-points between 2016 and 2017, going from 62.8% to 69.7%.

The ratings for all credit card issuers increased between 2016 and 2017, except for Capital One, whose score stayed the same. HSBC improved the most, gaining 23 points in the last year.

See our FAQs about the Temkin Experience Ratings.

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

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.