Amex Ranks First In Customer Satisfaction Survey

Wednesday, September 13th, 2017

J.D. Power’s latest customer satisfaction survey brings good news for American Express cardholders – but they might already be aware of it. Not only did Amex score the highest for great customer service, they outpaced the industry average by 33 points to score the highest they ever have since the study was launched in 2007.

American Express, which provides customers with an array of credit and prepaid card options, including cards for people with fair credit, good credit, and excellent credit, got an overall satisfaction index score of 835 on the J.D. Power study, which measured customer satisfaction in the areas of customer interaction, benefits and services, rewards, credit card terms, billing and payment, and problem resolution. Amex ranked high in all six areas, besting the industry average in every category.

Kenneth Chenault, chairman and CEO of American Express, said the recognition is in line with what the company hears from their customers. “We’re honored to be in the top spot, especially since this recognition reflects our cardmembers’ satisfaction with their American Express relationships,” said Chenault. “We’re also proud to have achieved our highest overall score ever, which is consistent with the feedback we receive directly from our cardmembers.”

American Express offers many benefits to cardholders

American Express has earned the top spot in the J.D. Power study nine times since 2007; the study surveys more than 20,000 consumers across the United States. Their cards include not only elite credit cards and charge cards for customers with excellent credit, but cash back cards for folks with fair credit, and prepaid cards for those who want the convenience of a credit card without actually incurring any debt that they will have to pay off later.

New offerings over the last year include a partnership with the car-sharing service Uber, more bonus points on eligible airline and hotel spending for certain cardmembers, mobile messaging via the Amex app, a virtual assistant that offers smart, fast customer service via online chat, more places that accept the card – over one million more merchants began accepting the card in 2016 – and a redesigned Membership Rewards homepage that offers personalized redemption recommendations for cardholders.

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