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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 Product Pages PDF Print E-mail
The September Small Business Card Monitor Report examined the product profiles maintained by credit card companies for small business card holders. We analyzed how card companies explain their offerings to prospective card holders, providing best practices for improving these profiles. This month’s report evaluated card profiles based on the following criteria:
  • Design
  • Information
  • Small Business Features
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Online Credit Limit Increase Requests PDF Print E-mail
This Credit Card Monitor Report looks at how eight of the firms covered by Credit Card Monitor allow clients to make online credit limit increase requests. Only two firms do not offer this capability. One firm restricts credit limit increase requests to the public site, with the rest of the firms hiding requests behind the login. The single firm also exclusively makes credit limit increases a targeted promotion, rather than a user-initiated process. While other firms occasionally send mail or emails that push clients toward an increase, clients at this firm must receive an email or message from the firm with a link to the public site credit limit increase page in order to access it. Specifically, we looked at the following:
  • Location & Accessibility of Credit Limit Increase Request Forms
  • Types Of Data Points Offered
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Industry Overview PDF Print E-mail
For each firm tracked by Bank Monitor, we looked at the checking, savings, money market and CD products available to prospective clients, along with their current fees, rates and promotions. For firms that offer only a select number of accounts, each account is detailed in a comparison chart within the firms’ write-ups. For those firms that offer an abundance of accounts to choose from, we provided a sampling of the top accounts in a similar comparison chart within the write-ups. We also investigated the public site services offered by each firm, focusing on the main areas of each of the 17 banks tracked by Bank Monitor: navigation, product overviews and individual account product pages. Though all 17 firms provide these resources, each firm offers its own variation. Finally, we call attention to any especially notable and interesting products, tools or features offered by banks on their public websites.

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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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