The August 2012 SBCM Featured Topic focused on two online communication services – message centers and live chat tools. Except for one, every SBCM firm offers a private site message center that allows customers to send and receive messages from the card issuers. The exception firm does allow customers to send an inquiry on the private site, though the firm’s response is sent to the customer's personal email account. As for live chat tools, three SBCM firms offer it on the private site, with only one of three SBCM firms offering to help with business card account inquiries.
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In this edition of Credit Card Monitor Report, we provide an overview of the state of the credit card industry, offering a summary of the in-house card products currently promoted by each firm as well as highlighting the online services offered to card holders. No grades or rankings are given within this report, as we are instead providing an informational background of the current state of the industry based on the capabilities of the credit card companies we track. This is the first report of its kind, and this Industry Review Report will be done on a yearly basis going forward. |
In this Bank Monitor Report, we look into the navigation provided by each firm on its public site. Navigation is one of the most essential aspects of any site, with even the most organized and informational sites rendered ineffective if users cannot locate the material they are looking for.
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One of the main benefits of offering a private site is the ability for customers to execute account changes on their own that would otherwise require the help of a live CSR. In this Credit Card Monitor Report, we look at the general account maintenance tools and functions available from each issuer, as well as features that enable card holders to update their account information, request replacement cards and associated materials and order document copies.
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The most widely visited private site page among card holders is the Account Activity page, from which clients can gain insight into the current standings of their account. Here, clients are able to review individual transaction details, track purchase amounts and balances and access summary information. In this edition of Bank Monitor Report, we investigate the Recent Activity pages and associated transaction tables provided by each firm, focusing on how transactions are displayed and what sorting options are available.
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The most widely visited private site page among card holders is the Account Activity page, from which clients can gain insight into the current standings of their account. Here, clients are able to review individual transaction details, track purchase amounts and balances and access summary information. In this edition of Bank Monitor Report, we investigate the Recent Activity pages and associated transaction tables provided by each firm, focusing on how transactions are displayed and what sorting options are available.
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