Consumer Insights

Discover Got Top Billing In J.D. Power Customer Satisfaction Survey

For credit card companies, customer satisfaction matters — and matters a lot. And when it comes to satisfaction, Discover gets top billing for the third year in a row, according to the J.D. Power 2016 U.S. Credit Card Satisfaction Study.

In a press release highlighting the results of the survey, Discover said it received a total of 827 points out of 1,000, surpassing the rest of the industry by an average of 31 points. The annual survey relies on feedback from greater than 20,000 credit card users, measuring their overall satisfaction with their primary credit card company. Discover customers ranked the credit card company highest in overall satisfaction, rewards, credit card terms, billing/payment and channel activities. It ranked first for its website, mobile app and phone service with live help. Discover also got accolades for being focused on the customer, innovating in the credit card industry and being friendly and flexible.

“This recognition by J.D. Power for the third consecutive year inspires us because it comes from our cardmembers,” said David Nelms, chairman and CEO of Discover. “Across the company, our employees train hard to continue to deliver the best possible value and experience to our cardmembers. This award is a credit to their excellent work and dedication.”

In May, Discover launched a new online functionality called Credit Scorecard to keep its users up to date on their latest FICO credit score. The launch of the service, in partnership with Experian, makes the credit card issuer the first company to offer free credit score reporting to its users. The new offering will also extend a host of details to provide insights into factors influencing the credit score. The Credit Scorecard is an extension of one of Discover’s previous offerings, which, in 2013, made it the first major credit card issuer to provide free FICO scores to its cardholders on their monthly statements and online.


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