Cover for the September 2026 PYMNTS Intelligence and Elan Credit Card report, The Switching Trigger: How Issuers Can Stop Their Credit Cards From Losing Top-of-Wallet Status

How Credit Card Issuers Can Win Back the Wallet

The Switching Trigger: How Issuers Can Stop Their Credit Cards From Losing Top-of-Wallet Status

PYMNTS Intelligence surveyed 2,460 U.S. credit card holders to learn what sends a primary card to the back of the wallet. Card issuers have little time to respond, and their retention offers often miss what customers want. Download this collaboration with Elan for the details.

Inside the September Report

  • Only 13% of switchers said nothing could have convinced them to keep using their previous card as their primary one. Yet 46% left without any contact from their issuer.
  • Issuers often offered fee waivers or statement credits. Switchers said loyalty bonuses, higher credit limits or improved rewards would have had more influence.
  • Seventy-one percent of switchers decided within one month. Most considered no more than two cards, and 58% promoted a card they already carried instead of opening a new account.

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