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Research and Statistics

American Express credit card mobile app leads in satisfaction

Summary

The survey measures mobile apps on ease of navigation, appearance, clarity of information, range of services, and availability of key information.

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J.D. Power rates customer satisfaction across a dozen major industries – from automotive and finance to health care and travel. And in 2018, mobile financial apps are setting a new satisfaction standard across all of them.

This year’s U.S. credit card and overall banking mobile app studies both achieved the highest customer ratings of any industry in which J.D. Power measures satisfaction.

Among the credit card companies, American Express has the most to celebrate.

In the U.S. credit card apps survey, American Express jumped from a sixth-place satisfaction score of 863 last year to first place in 2018 with a score of 894. With several interface improvements and added features implemented over the past year, the American Express credit card mobile app was the only one to garner a double-digit gain over 2017’s score.

Capital One, meanwhile, ranked highest in overall U.S. banking mobile app satisfaction for a second consecutive year.

The 2018 U.S. credit card and overall banking mobile app studies measure overall satisfaction with mobile applications based on five factors (in order of importance): ease of navigation, appearance, clarity of information, range of services, and availability of key information.

Aside from American Express leaping to the top of the credit card apps satisfaction rankings, Discover, Capital One and BarclayCard all retained their relative positions, dropping one slot to second, third and fourth ranks this year.

The 2018 U.S. Credit Card App Satisfaction and U.S. Banking App Satisfaction studies are based on responses from 6,272 retail bank and credit card customers nationwide. Both studies were fielded in April-May 2018, with results released June 8.

American Express mobile app zooms to top in satisfaction rankings

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