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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.
|Online Account Maintenance|
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.
Additionally, the ease with which users can locate the Online Account Maintenance tools is an important aspect, along with how those options are presented. Beyond basic profile changes, we also reviewed which firms enable users to request changes to their account and provide a level of account customization, along with any other unique maintenance options. As we investigated each firm’s Online Account Maintenance options, we focused on the following issues:
Most issuers provide decent card plastic management tools, with 80% of the firms allowing clients to request a replacement credit card from the private site. Additionally, 30% of issuers provide card image request capabilities. A useful feature that only 40% of firms offer is the ability to activate a newly received card on the standard private site; all others require clients to call in to activate a new card or provide card holders with a separate activation sitelet.
Surprisingly, only 60% of issuers provide card and account profile maintenance tools within a single, unified section, accessible from a private site main navigational tab. Overall, five of the six firms offering a unified account maintenance area provide easy access to each available account maintenance tool.
Additional key findings include: