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image credit: Marco Verch Professional Photographer / CC BY 2.0 / Flickr

American Express outpaces rivals in digital satisfaction: J.D. Power study

June 14, 2021

J.D. Power’s study measured overall satisfaction with banking and credit card digital channels based on navigation, speed, visual appeal and information and content. The study, which was conducted in March and April, is based on responses from 17,011 retail bank and credit card customers nationwide.

A record 41% of bank customers are classified as digital-only, and two-thirds, or 67%, used mobile banking apps in the past year, the report said.

“The nation’s largest banks and credit card issuers have been continually innovating new digital solutions that support increasingly complex tasks, such as problem resolution, personalized alerts and profile management,” Jennifer White, senior consultant for banking and payment intelligence at J.D. Power, said in a statement.

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