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Banking and Cards Research

Digging into the Customer Experience: Banking and Credit Cards

Corporate Insight’s Bank Monitor, Credit Card Monitor and Small Business Card Monitor provide ongoing coverage of the products, websites and overall customer experience offered by the nation’s leading banks and card issuers. Our value-added banking and credit card research digs deeply to evaluate the retail and small business customer experience.

Small Business Credit Card Twitter Accounts PDF Print E-mail
The August Small Business Card Monitor Report examines the Twitter accounts maintained by credit card companies for small business card holders. We examine how card companies promote their Twitter accounts, the topics they cover and how they use Twitter’s features. This month’s report evaluates Twitter profiles based on the following criteria:
  • Access
  • Topics & Voice
  • Special Features
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Student-Branded Cards PDF Print E-mail
This Credit Card Monitor Report looks at cards for college-age students, a topic we last reviewed in 2011. As with any card product, student-branded cards carry many attributes, including APRs, fees and, in some cases, rewards programs. In total, our report looked at 10 student-branded cards across six issuers, all of which are currently available fee-free. These cards offer a variety of APRs to prospects, with the lowest attached to non-rewards cards (10.99%), and the highest card attached to one firm (19.8%). Beyond the standard purchase APR, eight cards across four firms offer introductory APRs on purchases for six or more months.
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Annual Industry Overview Part One: Private Site Account Management PDF Print E-mail
For this report, we investigate the online account management services offered by each firm, focusing on the main functional areas of each of the firms tracked by Bank Monitor: private site navigation and design, recent activity and statement center, bill pay and transfer capabilities, and self-service features. Though all 17 firms provide these features and tools, each bank offers its own variations. For each individual firm, we also call attention to any especially notable and interesting tools or features on each bank’s private site.
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Small Business Credit Card Alerts PDF Print E-mail
The July Small Business Card Monitor Report examined the account alerts available for small business card holders. We examined the alerts offered by eight credit card companies, with a focus on accessibility and the features of alerts centers, the types of alerts offered, and the quality of emailed account messages. This month’s report evaluates alerts based on the following criteria:
  • Access
  • Ease of Use
  • Design
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Industry Overview PDF Print E-mail
This Credit Card Monitor Report provides an overview of the online services provided by each issuer in our coverage group. For each issuer, we concentrate on the self-branded card products available to prospective clients, along with their current promotions and fees. To help provide a rounded summary of each firm’s overall offerings, we detail four of each firm’s cards in a comparison chart. We also investigate the online card management services offered by each firm, focusing on three main areas offered within the private site of each Credit Card Monitor firm: private site navigation and design, recent activity and statement centers, and self-service features. Though all 10 firms provide these features and tools, each firm offers its own variation. To augment the discussion of each issuer, we call attention to any especially notable and interesting tools or feature on each issuer’s private site.
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Online Statement Centers and Paperless Enrollment PDF Print E-mail
In this Bank Monitor Report, we dive into the private site statement capabilities of each Bank Monitor firm, not only investigating the design of the statement center and the depth of its archive, but also looking at the secondary tools provided by each firm for managing statements and enrolling in paperless delivery. Specifically, the report focused on three main criteria:
  • Format of Online Statements
  • Tools to Enroll in e-Statements
  • Depth of Archive
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