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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.

Alerts PDF Print E-mail
For card holders who want to remain in-the-know about their accounts, without having to constantly log in to the private site, all firms now offer Account Alerts. These optional alerts notify users whenever specific account events or purchases occur, allowing them to stay abreast of their account’s status and card spending. In this report, we delve into those alerts offered by Credit Card Monitor firms, looking at the specific alerts offered, what options they include and where alerts can be delivered.
In this report, we investigate the current state of Alerts offered by credit card issuers, focusing on the ease of registering for alerts, the alert choices provided to users, and the options clients have in setting them. In particular, as we looked at this universal card management feature, we focused on the following key questions:
  • What general and user-defined alerts are available at each firm?
  • How many addresses, email or otherwise, can a user register to receive alerts?
  • What account alerts options can card holders customize?
  • Are firms listing automatic Security Alerts alongside their optional alerts?
Each of the card issuers we track now offers optional account alerts to their clients, enabling users to create notifications that will automatically be sent when a certain account action or transaction occurs. These account alerts come in two forms, with users able to set up a combination of general alerts (e.g., Payment Date Approaching) and user-defined alerts (e.g., Balance has Surpassed $X) at each firm. Those issuers offering the most alerts enable users to set up more than 10 notifications each, while others offer as few as five alert choices to clients.
 
In addition, each firm now offers mobile alerts to card holders via 10-digit wireless numbers, though only 40% of issuers allow delivery to multiple wireless addresses. Alongside their optional account alerts, seven firms include a list of automatic alerts, with five separate alerts in our report that are offered as optional alerts at one firm, offered instead as an automatic Security Alert at another firm.
 
As we looked into the options and capabilities embedded in each issuer’s Alerts center, we came across the following additional key findings:
  • The most important statement-cycle alerts (Statement Available, Payment Due and Payment Posted) are offered by 70% of firms.
  • Six separate issuers include private site Alert History tables within their Alerts Centers, offering users 30-60 days of previous alert information.
  • Half of all issuer now offer transaction-type alerts, allowing users to be notified when Foreign Transactions, Gas Station Purchases and/or Card Not Present Transactions post.

 
 
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