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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.
The ability to view transactional information, especially for transactions that occur between statement dates, is one of the primary uses of credit card private sites. In this Credit Card Monitor report, we investigate the Recent Activity and Transaction History sections currently offered by each card issuer, looking at the information provided and the formatting of the section. In particular, we look for which firms offer the most relevant data points, and which Transactions sections provide the most interesting ways for clients to sort and analyze their past spending.
This edition of Credit Card Monitor examines the Transaction History sections offered by each firm, focusing on where each section is located, the details it provides and the type of analysis available. Within each Transactions section, users can access a transactions table, some basic information about their account status and, at a few firms, graphs or other analyses of past spending. In particular, as we looked at the Transaction History sections offered by each firm, we focused on the following Key Questions:
To help users derive the most benefit from their Transaction History sections, most firms offer filters and Search functions. Filters come in two varieties, with 60% of firms offering dropdowns that allow users to isolate specific Transaction Types, while only two firms offer the more versatile Category filters, which enable users to limit their Transaction Histories by particular merchant codes. In addition, 50% of issuers are currently providing Search tools to their clients. Two firms race past their competitors in our rankings by providing Spending Charts to users. These pie charts and bar graphs help users visualize their spending, with each firm enabling clients to user filters and Search capabilities to create transactional charts from up to two years of previous spending and payments.
As we continued to examine the available Transaction History sections, we came across the following additional Kay Findings: