News : Discover Tops in Customer Satisfaction for First Time
Aug 28, 2014 -- Discover Financial Services, the Riverwoods-based company achieved the highest customer satisfaction rating in the credit card industry, according to the annual consumer survey by J.D. Power. Discover tied New York-based American Express Co., the perennial top firm with customers, for the honors.
The results are a coup for Discover, particularly because they reinforce the company's primary advertising message ("we treat you like you'd treat you"), which emphasizes the company's call center performance.
Discover CEO David Nelms purposefully resisted industry trends several years ago toward locating call centers overseas and kept all call-center employees in the U.S. Today, customers routinely are told where in the U.S. the employee is based when they call.
In the 2014 J.D. Power survey, Discover notched a score of 819 on a scale of 1,000, the same as AmEx. That was up from 812 last year. The industry average in 2014 was 778, the highest since Woodland Hills, California-based J.D. Power began the credit card survey in 2007.
Until this year, Discover consistently has ranked second in J.D. Power's survey, but it has closed the gap with AmEx in recent years.
"Across the board, (Discover) does things well," said Jim Miller, senior director of J.D. Power's banking practice. "Customers really like when they interact with them online. And when they call, that's an area where (Discover) has exceptional performance."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Continuous Improvement
About Discover Financial Services:
Discover Financial Services is an American financial services company, which issues the Discover Card and operates the Discover and Pulse networks.
About J.D. Power and Associates:
Established in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
Published: Friday, August 29, 2014