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.
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