Temkin Experience Ratings Industry Snapshot: Credit Cards

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

USAA earns top customer experience (CX) score for credit cards, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to USAA for earning the best customer experience score in the credit card industry.

Of the 11 credit card issuers included in this year’s Ratings, USAA earned the highest score with a rating of 77%, putting it in 42nd place overall out of 318 companies across 20 industries. Discover received the second highest rating in the industry, with a score of 75% and an overall rank of 65th. This is the second year in a row that these two firms have lead the industry.

Overall, the credit card industry averaged a 69% rating in the 2018 Temkin Experience Ratings and came in 8th place out of 20 industries. The average rating of the industry declined by 0.3 percentage-points between 2017 and 2018, going down from 69.8% to 69.5%.

USAA’s customer experience score improved the most over the previous year, gaining four percentage-points. HSBC’s score, on the other hand, declined the most, dropping by seventeen points.

You can download the free report or purchase the dataset.

USAA earns top customer experience (CX) score for credit cards, according to 8th annual Temkin Experience Ratings of 318 companies. USAA earns top customer experience (CX) score for credit cards, according to 8th annual Temkin Experience Ratings of 318 companies.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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