ABA Banking Journal
No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
SUBSCRIBE
ABA Banking Journal
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
No Result
View All Result
No Result
View All Result
ADVERTISEMENT
Home Newsbytes

J.D. Power: Consumer Satisfaction with Credit Cards Holds Steady

August 24, 2020
Reading Time: 1 min read

Gains in satisfaction from before the coronavirus pandemic boosted overall consumer satisfaction with credit card issuers in 2020, according to the J.D. Power 2020 Credit Card Satisfaction Study released today. Average satisfaction with national issuers was 810 on a scale of 1,000, up from 806 in 2019, while satisfaction rose from 802 on average to 813 for regional issuers. Nearly nine in 10 cardholders said their current card fully meets their needs.

However, these levels are lower than they would have been absent the pandemic, J.D. Power said, noting that overall satisfaction levels fell 10 points from where they would have been during the final wave of its study. Consumers reporting lower satisfaction amid the pandemic cited credit card terms and issuer communications. Affluent customers reported the sharpest declines in satisfaction amid COVID-19.

Among financial services providers, credit card issuers were uniquely affected by the pandemic, J.D. Power said, as consumer satisfaction has grown with retail banks and mortgage providers. Just 36% of credit card customers reported receiving proactive contact from their card issuer in the prior 12 months, compared with 60% of mortgage borrowers and 48% of retail banking customers.

American Express was the highest-ranked issuer with a score of 838, closely followed by Discover with a score of 837. Among large Visa or Mastercard issuers, Bank of America ranked highest at 812, followed by Chase at 809 and Capital One at 808. (Had USAA Federal Savings Bank—whose membership criteria meant J.D. Power left it out of the rankings—been included, it would have scored 861.) Meanwhile, Birmingham, Alabama-based Regions Bank was the top-rated regional issuer with a score of 816, followed by BB&T (now Charlotte, North Carolina-based Truist Bank) and Pittsburgh-based PNC Bank, each with 815.

ADVERTISEMENT
Tags: CoronavirusCredit cardsSurveys
ShareTweetPin

Related Posts

How customer primacy drives value in 2025

How customer primacy drives value in 2025

Retail and Marketing
July 17, 2025

Shifting consumer behavior and increased competition redefine what it means for banks, but the payoff can be great.

ABA urges FCC to combat illegal call spoofing

ABA urges FCC to impose call authentication requirement for non-IP networks, mandate IP transition

Compliance and Risk
July 16, 2025

ABA joined six trade associations in urging the FCC to adopt a proposal to create a new call authentication requirement designed to limit criminal access to the U.S. calling network.

ABA faults banking regulators for confusing CRA rule rollout

Banking agencies propose to rescind Community Reinvestment Act rule

Community Banking
July 16, 2025

The Federal Reserve, FDIC and OCC issued a joint proposal to rescind the Community Reinvestment Act final rule adopted in 2023.

Bank economists grow more optimistic about business credit, soft landing

Beige Book: Economic activity ticks up

Economy
July 16, 2025

Economic activity increased slightly from late May through early July, with five Federal Reserve districts reporting slight or modest gains, five with flat activity and the remaining two experiencing modest declines in activity, according to the fifth Beige...

ABA banker: Long-term Farm Bill would boost ag economy

ABA banker: Long-term Farm Bill would boost ag economy

Ag Banking
July 16, 2025

The agricultural provisions in the recently enacted budget reconciliation bill will provide a strong backstop for agricultural producers, but a long-term Farm Bill is still needed, Clint Hood, SVP for Synovus Bank in Dublin, Georgia, told House lawmakers.

CFPB releases mortgage servicing proposal, overhauls loss mitigation framework

FHFA releases FAQ about Fannie, Freddie credit score change

Compliance and Risk
July 16, 2025

FHFA released an FAQ on the recent announcement that Fannie Mae and Freddie Mac will expand credit scoring options. Fannie and Freddie have also created webpages about the planned implementation of the policy.

NEWSBYTES

ABA urges FCC to impose call authentication requirement for non-IP networks, mandate IP transition

July 16, 2025

Banking agencies propose to rescind Community Reinvestment Act rule

July 16, 2025

Beige Book: Economic activity ticks up

July 16, 2025

SPONSORED CONTENT

Navigating Disruption in Ag Lending – Why Tariffs Are Just the Tip of the Iceberg

Navigating Disruption in Ag Lending – Why Tariffs Are Just the Tip of the Iceberg

July 1, 2025
AI Compliance and Regulation: What Financial Institutions Need to Know

Unlocking Deposit Growth: How Financial Institutions Can Activate Data for Precision Cross-Sell

June 1, 2025
Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

April 25, 2025
Outsourcing: Getting to Go/No-Go

Outsourcing: Getting to Go/No-Go

April 5, 2025

PODCASTS

Breaking down the bank-related provisions in the big budget bill

July 10, 2025

Podcast: Inside ABA’s new Treasury Check Verification System API

June 25, 2025

Podcast: Staying close to clients amid tariff-driven volatility

June 18, 2025
ADVERTISEMENT

American Bankers Association
1333 New Hampshire Ave NW
Washington, DC 20036
1-800-BANKERS (800-226-5377)
www.aba.com
About ABA
Privacy Policy
Contact ABA

ABA Banking Journal
About ABA Banking Journal
Media Kit
Advertising
Subscribe

© 2025 American Bankers Association. All rights reserved.

No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive

© 2025 American Bankers Association. All rights reserved.