Consumer Payment Card News

Online Experience

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A new survey shows that Capital One provides the best online experience for credit card customers, closely followed by MBNA, with Providian bringing up the rear. American Express topped the “Diversified Financials” list as the best overall online experience. The results are based on the Customer Respect Group’s research. CRG determines the attributes that combine to create the entire online customer experience. These attributes have been grouped together and measured as indicators of Simplicity (ease of navigation), Responsiveness (quick and helpful responses to inquiries), Privacy (respect for the privacy of the customer), Attitude (customer-focus of site), Transparency (open and honest policies) and Principles (values and respects customer data). Combined they measure a company’s overall Customer Respect. The Customer Respect Group says that unfortunately, the financial services industry performs poorly in the area of privacy. A startling 43% of surveyed firms share personal data with business partners or third parties, one of the highest industry percentages measured. While it fell from 59% last summer, it is still much higher than the 24% all-industry 2004 average. CRG says this is an area of major concern that surveyed firms should address immediately. for more information visit: “www.CustomerRespect.com”:www.CustomerRespect.com

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