Latest Blog Posts
|Join Our Mailing List|
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|
Traditionally, card holders were forced to call customer service when they needed to change their account profile or update features associated with their card. Today, however, most firms allow clients to perform theses service requests themselves, online. This report investigates the range and organization of maintenance and service tools available on each credit card issuer’s private site. In particular, the report asks the following questions:
Beyond updating profiles, the most widely available maintenance feature is the ability to add an additional user to a card account. All firms also offer the ability to suppress paper statements, though not all link this capability from their Account Maintenance or Customer Service areas. Other commonly available tools include features associated with a client’s credit line. Every firm but one offers at least a single credit level-related maintenance tools. Of the seven different credit line-related requests, the other most widely available tools are the ability to request convenience checks be sent and the ability to request or create a new cash advance PIN.
This report also expands on the following key findings:
Segment: Credit Cards