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TO BUSINESS EDITORS:
USAA Earns Top Customer Experience Rating for Credit Card Issuers,
According to Temkin Group
WABAN, Mass., March 24, 2014 /PRNewswire/ -- USAA delivers the best
customer experience in the credit card industry, according to the 2014
Temkin Experience Ratings, an annual ranking of companies based on a
study of 10,000 U.S. consumers.
USAA continued its four-year reign as the highest-rated credit card
issuer, earning a 77% rating and placing 33rd out of 268 companies
across 19 industries. Discover and American Express tied for second
with a 71% rating each and a rank of 83rd overall. At the other end of
the spectrum, HSBC spent its first year in the Temkin Experience
Ratings as the lowest ranked of the 11 credit card issuers, landing in
254th place overall with a 51% rating.
"The credit card industry as a whole has made great strides in
improving their customer experience, and USAA continues to set the
standard for the industry," states Bruce Temkin, managing partner of
Temkin Group.
Here are some additional findings from the credit card industry:
-- The ratings of all credit card issuers in the 2014 Temkin
Experience Ratings are as follows: USAA (77, Discover (71%),
American Express (71, Capital One (69%), US Bank (68%), Chase (68%),
Wells Fargo (68, Barclaycard (68%), Citigroup (66%), Bank of America
(64, and HSBC (51%).
-- Capital One (+10 points), USAA (+7 points), Wells Fargo(+5
points),and Citigroup (+5 points) improved the most between 2013 and
2014.
-- No credit card issuer decreased their ratings between 2013 and
2014; all 11 companies either improved their scores or were not
surveyed last year.
-- Overall, the credit card industry averaged a 68% rating in the 2014
Temkin Experience Ratings and tied for 6th place out of 19 industries.
Of the 15 industries that improved their ratings since last year,
credit card issuers improved the most with a 4.1 percentage-point
gain.
Now in its fourth year of publication, the 2014 Temkin Experience
Ratings examines the quality of the customer experience delivered by
268 organizations across 19 industries: airlines, appliance makers,
auto dealers, banks, car rental agencies, computer makers, credit card
issuers, fast food chains, grocery chains, health plans, hotel chains,
insurance carriers, Internet service providers, investment firms,
parcel delivery services, retailers, software firms, TV service
providers, and wireless carriers.
To generate these ratings, Temkin Group asked consumers to evaluate
their experiences with a company across three dimensions: functional
(can you do what you want to do?), accessible (how easy is it to work
with the company?), and emotional (how do you feel about the
interactions?). Temkin Group then averaged these three scores to
produce a company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a
score of 80% or above is considered "excellent."
The 2014 Temkin Experience Ratings, along with other ratings, can be
accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report "2014 Temkin Experience Ratings" is available for
download at the Customer Experience Matters@blog
(ExperienceMatters.wordpress.com) and at the Temkin Group website,
www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading
customer experience research and consulting firm. Many of the world's
largest brands rely on its insights and advice to steer their
transformational journeys, and Temkin Group accelerates their results
by combining customer experience thought leadership with a deep
understanding of organizational dynamics. Rather than layering on
cosmetic changes, Temkin Group helps companies embed practices within
their culture by building four critical competencies: Purposeful
Leadership, Employee Engagement, Compelling Brand Values, and Customer
Connectedness. The firm's ongoing research identifies leading and
emerging best practices for engaging the hearts and minds of
customers, employees, and partners. For more information, contact
Bruce Temkin at 617-916-2075 or send an email.
*Customer experience matters is a registered trademark of Temkin
Group.
Read more news from Temkin Group.
SOURCE Temkin Group
-0- 03/24/2014
/Web Site: http://www.temkingroup.com
CO: Temkin Group
ST: Massachusetts
IN: FIN ADV REA
SU: SVY
PRN
-- PH88486 --
0000 03/24/2014 12:35:00 EDT http://www.prnewswire.com
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