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When it comes to the best customer experience in the credit card industry, USAA took the top spot for the fifth straight year. Furthermore, USAA also ranked 13th overall out of 293 companies across 20 industries.
According to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers, USAA has been the highest-rated credit card issuer since the Ratings began in 2011.
Discover and American Express tied for second place, each with a rating of 73% and an overall ranking of 76th. At the other end of the spectrum, HSBC was the lowest-rated credit card issuer for the third year in a row, with a rating of 54% and an overall ranking of 253rd.
• Overall, the credit card issuers industry averaged a 67% rating in the 2015 Temkin Experience Ratings and placed 6th overall out of 20 industries.
• The ratings of all credit card issuers in the 2015 Temkin Experience Ratings are as follows: USAA (80%), Discover (73%), American Express (73%), Barclaycard (69%), Chase (68%), Citigroup (66%), Capital One (66%), U.S. Bank (66%), Bank of America (63%), Wells Fargo (61%), PNC (58%), and HSBC (54%).
• USAA (+3 points), HSBC (+3 points), Discover (+2 points), American Express (+2 points), and Barclaycard (+1 points) all improved their ratings between 2014 and 2015.
• Wells Fargo (-7 points), Capital One (-3 points), and U.S. Bank (-2 points) declined by the most percentage-points between 2014 and 2015.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.
For more data on USAA access CardData®. For information and commentary on USAA visit the searchable CardFlash® Library of more than 58,000 articles published since 1995. RAM Research® forecasts on USAA are available exclusively through CardWeb.com.®