American Express Ranks No. 1 Among National Issuers in the J.D. Power U.S. Credit Card Customer Satisfaction Study for the Second Consecutive Year
19 Agosto 2021 - 4:00PM
Business Wire
American Express Company (NYSE: AXP) received the number one
ranking for customer satisfaction among national credit card
issuers, according to the J.D. Power 2021 U.S. Credit Card
Satisfaction Study. In the study, American Express scored 838 (on a
1,000-point scale), surpassing the national issuer average by 29
points. American Express ranked highest in several areas including
communication, benefits and services, and key moments.
“On behalf of all our colleagues, we are honored to earn the top
spot among national issuers in the J.D. Power U.S. Credit Card
Satisfaction Study for a second year in a row,” said Stephen J.
Squeri, Chairman and Chief Executive Officer. “This recognition
reflects the tremendous work of our colleagues and their commitment
to delivering the highest levels of customer satisfaction. We have
the best customers in the world, and we thank them for placing
their trust in us every day and for recognizing what makes being
with American Express so special.”
This is the 11th time American Express has earned a highest
ranking in the 15 years that J.D. Power has conducted the study.1
The J.D. Power 2021 U.S. Credit Card Satisfaction Study measured
satisfaction in six key categories: communication, benefits and
services, rewards, credit card terms, key moments, and interaction.
The results are based on responses from more than 21,000 consumer
credit card customers collected from September 2020 through June
2021.
Over the past year, American Express has continued to enhance
the overall experience for Card Members through a variety of new
offerings, experiences, and services that build on the many
benefits they already enjoy, from Purchase Protection, Payment
Flexibility, Membership Rewards, Amex Offers, and much more. Here
are a few highlights:
- Celebrating its Member Community: The company’s
first-ever Membership Week in June provided U.S. Consumer and Small
Business Card Members with a wide range of offers, moments, and
experiences across retail, dining, wellness, entertainment, and
travel. These included complimentary access for Card Members to an
American Express UNSTAGED performance by multi-platinum and
award-winning TDE recording artist SZA, exclusive access to
purchase tickets for a virtual dining class with world-renowned
chef and founder of Momofuku, David Chang, mediation sessions from
Calm, and workout classes by Equinox+.
- Digital Advancements: American Express made several
enhancements to its mobile app including turning on Dark Mode to
make it more comfortable for users to manage their accounts in low
light, launched new features like Digital Receipts to give Card
Members more visibility into their purchases, and features like
Send & Split™ which enhances the way Card Members settle up
with other Venmo and PayPal users. They can send money to friends
with more flexibility and without the standard Venmo or PayPal
credit card fee.2 They can also split their Amex purchases with
other Venmo and PayPal users and get paid back directly to their
Card, all within the Amex App3 (enrollment required and terms
apply).
- Supporting Small Businesses: American Express has
committed more than $300 million over 2020 and 20214 to help
jumpstart spending at small merchants through its largest ever
global Shop Small campaign in 2020 and other marketing.
This J.D. Power award is just one of the many accolades American
Express has received across the world, capturing the top ranking
from J.D. Power in the U.S. for being #1 in customer satisfaction
with credit card wesbites and mobile credit card apps as well as #1
in customer satisfaction with personal loans. For more information
about the J.D. Power 2021 Credit Card Satisfaction Study, please
visit: http://www.jdpower.com/pr-id/2021095.
ABOUT AMERICAN EXPRESS
American Express is a globally integrated payments company,
providing customers with access to products, insights and
experiences that enrich lives and build business success. Learn
more at americanexpress.com and connect with us on
facebook.com/americanexpress, instagram.com/americanexpress,
linkedin.com/company/american-express, twitter.com/americanexpress,
and youtube.com/americanexpress.
Key links to products, services and corporate responsibility
information: charge and credit cards, business credit cards, travel
services, gift cards, prepaid cards, merchant services, Accertify,
InAuth, corporate card, business travel, and corporate
responsibility.
Source: American Express Company Location: Global
1 American Express ranked No. 1 in 2007, 2008, 2009, 2010, 2011,
2012, 2013, 2014 (tie), 2017, 2020, and 2021. 2 PayPal charges a
fee to Send to non-US recipients. The charge on your American
Express Card for transactions that add money to your Amex Send
account is subject to terms that apply to Card charges, including
the Card’s purchase APR. 3 iOS and Android only. See app store
listings for operating system info. 4 Our commitment of more than
$300M supports Card Member offers, as well as marketing to
encourage customers in select countries to support small businesses
in 2020 and 2021.
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version on businesswire.com: https://www.businesswire.com/news/home/20210819005498/en/
Randi Friedman, Randi.L.Friedman@aexp.com Azar Boehm,
Azar.Boehm@aexp.com
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