Credit Card Customer Website Expectations

The proportion of credit card customers who use online channels to perform basic tasks continues to increase, with those who use a smartphone or tablet preferring different experiences from those who use a computer, according to our J.D. Power and Associates 2012 Credit Card Website Evaluation StudySM (CCWES) released today.

The inaugural study examines the usefulness of credit card company websites across six attributes (in order of importance) utilized in our  J.D. Power and Associates 2012 U.S. Credit Card Satisfaction StudySM:

  • Speed of completing desired activity
  • Appearance of website
  • Ease of navigating the website
  • Ranges of service that can be performed online
  • Usefulness of information provided via the website
  • Clarity of information provided

During the past three years, credit card customers’ usage rates for self-service interaction (online and mobile) with their card issuer have increased, while usage rates of all other channels, such as mail and live and automated phone calls, have decreased.

Most notably, 78 percent of credit card customers use their computer to go online and interact with their issuer in 2012, compared with 76 percent in 2011 and 75 percent in 2010. Mobile phone usage has increased to 7 percent in 2012, compared with 4 percent in both 2011 and 2010.



Questions? For more information about this study, please contact Holly Zagresky at 248-680-6319 or


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