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New Web site research reveals that Capital One ranked as the #1 site in online customer experience, Discover ranked the #1 site for online prospective customers/acquisitions and U.S. Bank ranked as #1 in online service levels. Bank of America was ranked second overall in the prospects study, and was the second most successful company in the acquisition category. The findings come from two studies conducted by Keynote Competitive Research involving more than 1,600 credit card customers interacting with nine leading credit card Web sites. Each of the studies captures more than 250+ metrics for each site-and provides competitive rankings in dozens of categories. Keynote also found that National City topped the rankings for reliability in the “Service Level Rankings for Credit Card Prospects,” which focused on the publicly available areas of the credit card sites. Keynote noted that credit card sites continue to improve year over year with reductions in outages, improvements in overall availability and load handling. However, several major credit card brands experienced major problems, such as 20 plus hours of outage and up to a 4% failure rate (customers unable to access their statement or pay a bill online) during the 30 day study of service levels. Keynote noted that credit card sites continue to improve year over year with reductions in outages, improvements in overall availability and load handling. However, several major credit card brands experienced major problems, such as 20 plus hours of outage and up to a 4% failure rate (customers unable to access their statement or pay a bill online) during the 30 day study of service levels.

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