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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.
A part of every demand deposit account, debit cards have been making headlines recently based on changes to fees, regulations and options at a number of big name banks. In this Bank Monitor report, we investigate the current crop of debit cards available from major banks, including co-branded cards, along with looking at what debit card maintenance and ATM preference options are being facilitated online.
Though in-branch interactions are still the foundations of many account holders’ checking account experiences, nearly every account comes equipped with an ATM/Debit card, allowing clients to access their funds throughout the world. In this report, we investigate the current ATM and debit card plastics offered by each firm, along with the online resources they provide to both learn about cards and then manage them. In particular, we focused on the following questions:
In addition to looking at public site information and card resources, we also dug into the available debit/ATM-related tools on each firm’s private site. In total, just over half of the banks we track offer either maintenance features or ATM preference-setting on the private site. The most common maintenance feature is the ability to request or create a new ATM PIN, an option offered from 33% of banks, while three of the four firms to offer online ATM Preferences sections allow users to set their desired Language, Quick Cash Amount and Receipt Preference.
As we examined the debit options and maintenance features available from each firm, we uncovered the following Key Findings: