Discover® Card Website Finishes First for Best Overall Experience for Prospective Customers
14 Luglio 2011 - 3:30PM
Business Wire
Discover today announced it has been awarded first place in Best
Overall Customer Experience for prospects in the 2011 Keynote
Competitive Research Industry Study of U.S. credit card marketing
websites.
As part of capturing the top overall customer experience
ranking, Discover ranked first in the categories of credit card
satisfaction, home page satisfaction, ease of applying online,
design and organization, acquisition impact, online adoption and
customer satisfaction.
"Our customers tell us their online experience is very
important, so we focus on keeping digital interaction with us easy
and satisfying,” said Mike Boush, vice president of e-business for
Discover. “As Discover continues to grow in the direct banking
industry, we will continue to pay close attention to the online
experience and extend our leadership."
Keynote Competitive Research, the industry analysis group of
Keynote Systems, observed and interviewed 1,800 prospective credit
card customers as they interacted with the sites of nine leading
credit card originators. Two hundred online users were sent to each
issuer’s website, where they viewed the homepage, found a credit
card of interest, started an application for a credit card, learned
about managing a card online with the issuer, and conducted a
customer support task.
“Based on our analysts’ observations and interviews with our
panel of actual users, our study of U.S. credit card marketing
sites revealed that these sites play an important role for
potential customers in fostering a sense of trust in the card
issuer and ultimately in improving overall brand perception,” said
Christopher Musto, general manager of the Keynote Competitive
Research group at Keynote. “With a site that excels in promoting
positive outcomes for the user, Discover won for Overall Customer
Experience.”
Discover finished ahead of American Express, Bank of America,
Capital One, Chase, Citicards, HSBC, PNC and US Bank for the
Overall Customer Experience honor.
Keynote Competitive Research produces leading industry research
and regularly evaluates the current state of online customer
experience, technical quality (responsiveness/reliability) and
implementation of best practices on leading Web sites across a wide
variety of vertical markets. For more information on Keynote
Competitive Research and this year’s study, please visit:
http://bit.ly/Online_Excellence
About Discover
Discover Financial Services (NYSE: DFS) is a direct banking and
payment services company with one of the most recognized brands in
U.S. financial services. Since its inception in 1986, the company
has become one of the largest card issuers in the United States.
The company operates the Discover card, America's cash rewards
pioneer, and offers personal and student loans, online savings
accounts, certificates of deposit and money market accounts through
its Discover Bank subsidiary. Its payment businesses consist of
Discover Network, with millions of merchant and cash access
locations; PULSE, one of the nation's leading ATM/debit networks;
and Diners Club International, a global payments network with
acceptance in more than 185 countries and territories. For more
information, visit www.discoverfinancial.com.
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