Delivering Cardholder Customer Service

The Delivering Cardholder Customer Service Reporta 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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