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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 Card Applications|
Offered by almost every card firm, online applications are essential tools for turning site visitors into card holders. Though each firm’s application serves the same basic purpose – facilitating the account-creation process – the different forms use various layouts and designs, and offer different card options and levels of help. In this report, we look at the following aspects of nine major issuers’ online applications:
Firms varied significantly in terms of card information provided within applications. Every firm but one includes the name of the card for which a user is applying, and 56% of firms include bulleted information about the card’s attributes and rewards on the main informational page of the application. Every issuer that offers card applications online enables prospective clients to request optional card add-ons for their account, including additional card holders or authorized users. Two-thirds of issuers include balance transfer request fields within the application, and two allow clients to request paper suppression of account documents such as statements.
This report also discusses the following key findings:
Segment: Credit Cards