American Express Ranks No. 1 in Customer Satisfaction in the J.D. Power U.S. Online & Mobile App Credit Card Satisfaction Studies
The American Express (News - Alert)® App1 and the American Express (NYSE: AXP) website both ranked number one in customer satisfaction among U.S. credit card companies' mobile apps and credit card websites, according to the J.D. Power 2021 U.S. Online & Mobile App Credit Card Satisfaction StudiesSM. This is the third year American Express ranked as the top mobile credit card app in the study, after being recognized in 2018 and 2020. This is the first time American Express ranked as the top credit card website since the inaugural J.D. Power U.S. Online Credit Card Satisfaction Study began in 2019.
"Both the American Express App and our Card Member website provide the best-in-class, customer-centric experiences that our brand is known for, and we're consistently launching new features and innovations to meet our customers' evolving needs," said Pascale Voldman Hutz, Chief Data Officer and Executive Vice President, Enterprise Digital and Data Solutions. "At a time when a growing number of our Card Members are connecting with us digitally, we couldn't be prouder to know they enjoy and find value in our digital experiences."
The J.D. Power 2021 U.S. Online & Mobile App Credit Card Satisfaction Studies measure thousands of customers' overall satisfaction with their primary credit card issuer's digital offerings. American Express Card Members who used the mobile app rank it highest in all four categories measured by the study, including navigation, visual appeal, speed and information/content. The American Express website also had the highest ranking in all four categories of the study.
"Our top engineering talent, in partnership with our adept digital product and design teams, have consistently created new features and enhancements to improve our digital touchpoints and allow American Express to deliver engaging, personalized experiences in every square inch of both the mobile app and our website," said Marc Gordon, Executive Vice President and Chief Information Officer.
Some of the enhancements to American Express App and website over the past year, include:
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1 iOS and Android only. See app store listings for operating system info.
2 PayPal charges a fee to Send to non-US recipients. The charge on your American Express Card for transactions that add money to your Amex Send account is subject to terms that apply to Card charges, including the Card's purchase APR.
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