Credit Card Customer Experience Report
of their credit limit
Which types of credit card rewards are most important to you?
The Credit- Customer Experience
Credit Card mobile apps have taken hold especially with millenials
Do you use your primary credit card's mobile app?
use their credit card's mobile app
are satisfied with their app experience
of millenials use their credit card's mobile app
Top 3 credit card mobile app uses
In general, how do you use your primary credit card's mobile app?
Customers don’t know there is an app for their card
Why don't you use your primary credit card's mobile app?
Customer Advocacy and Retention
Most credit customers are long-term
For how many years have you used your current primary credit card?
Qualtrics Experience Management is the world’s most agile platform for customer experience improvement, making it easy for companies to monitor, respond, and improve every key moment along the customer journey and incorporate customer feedback into every decision.
Nearly half of credit card customers are NPS® detractors.
High rates and fees lead customers away
Why have you considered leaving your primary credit card provider?
Qualtrics automatically relates dozens of variables and identifies statistically significant relationships so you know which part of your customer journey needs attention.
No advanced warning that customersare leaving
Have you told anyone at your credit card provider that you are considering leaving?
Why didn't you tell your credit card provider you were considering leaving?
Many switchers don’t know who theywill switch to
Do you already have another credit card provider in mind that you would like to switch to?
Rewards are key to winning over switchers
Besides the rate and fees, which features will your next credit card need to have?
Rewards and customer service are the top non-fee or rate attributes that customers look for in their next card.
Switching cards meansswitching rewards
For your next credit card, do you plan to get a card that has different rewards than your current card?
of customers who plan to switch to a new card say their new card will have different rewards than their current one