American Express is the highest ranked national credit card issuer in the J.D. Power 2020 U.S. Credit Card Satisfaction Study, the company announced Thursday. With a score of 838, American Express outranked the national average by 28 points, according to J.D. Power.
Among the areas American Express ranked highest were communication and benefits and services. Customers surveyed by J.D. Power also rated American Express the highest among the 11 ranked national card issuers during COVID-19. A higher percentage of American Express customers also said they had a more favorable impression of the company as a result of its COVID-19 response than compared to the national average.
“In this extraordinary time, achieving the top spot among national issuers on the J.D. Power U.S. Credit Card Satisfaction Study is especially satisfying as it demonstrates our colleagues’ unwavering commitment to supporting our customers,” said Stephen J. Squeri, Chairman and Chief Executive Officer. “During the COVID-19 pandemic, our team never lost focus on our customers and our promise to have their backs by continuing to deliver the same high level of service and support that our Card Members have come to expect.”
This is the 10th time American Express has earned the highest ranking in the 14 years that J.D. Power has been conducting the study.1 The J.D. Power 2020 U.S. Credit Card Satisfaction Study measured satisfaction in six key categories: interaction, credit card terms, communication, benefits and services, rewards and key moments. The results are based on responses from 22,128 credit card customers collected from September 2019 through June 2020.
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