Delivering Cardholder Customer Service

The Delivering Cardholder Customer Service Report, a PYMNTS and Elan collaboration, examines how financial institutions are addressing their cardholders’ concerns and how they can drive greater satisfaction. The report is based on a survey of 2,078 U.S. consumers across of a range of demographic groups.

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Inside the May report:

  • 28 percent: Share of respondents who contacted customer service who would be “very” or “extremely” likely to switch to card providers offering superior service
  • 43 percent: Portion of millennials who contacted customer service who would be highly likely to switch card issuers offering superior service
  • 94 percent: Share of those who contacted customer service by phone who reported their issues resolved

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