The Q3 “Online Customer Respect Study of North American Financial Services Firms” has found that VISA, American Express, and Capital One rank among the highest in delivering the best online customer treatment. With a financial services industry “CRI” average of 6.8, Discover, MBNA, Providian and MasterCard ranked among the lowest. The study, by MA-based The Customer Respect Group, found that as a group, only 17% of credit card issuers provided email forms for contact, compared to an industry average of 83%, and the same percentage did not answer email queries. The research also found that 66% of credit card issuers share customer date with business partners or third parties, compared to an financial services industry average of 38% for business partners and 15% for outside parties.
CUSTOMER RESPECT INDEX 2005
American Express 7.4
Capital One 7.1
INDUSTRY AVERAGE 6.8
Source: The Customer Respect Group